# Support Tickets #### What is Support Ticket? Support Ticket gives customers the ability to contact your customer support team directly from the Order Editing interface. #### Customer Experience When customers select "Contact Support" a dropdown box will appear asking for a reason and more additional information behind their request {% embed url="" %} *** ### When to Use Support Ticket Best for: Merchants who still want to allow customers to contact them. Useful for questions outside of the Order Editing widget. **Examples:** * Customer has a question about product fit before editing their order * Customer needs help with a complex order modification * Customer wants to report an issue or special request **Benefits:** * Order context preserved - Messages are logged to the order timeline * Easier support workflow - Support team has full order history when responding **Consider disabling if:** You don’t want to prompt your customers a reason to contact you *** ### How Support Ticket Works When enabled, customers see a contact or support button in the Order Editing interface. **When a customer submits a message:** 1. Message is sent to your customer support email 2. Message is logged to the order timeline in Shopify 3. (Optional) Order is automatically placed on hold if enabled *** ### Automatic Order Hold on Support Contact #### What is Automatic Order Hold? This feature automatically places an order on hold when a customer contacts support through Order Editing. The order remains on hold until you manually release it after resolving the issue. #### Why Use This Feature? Prevents fulfillment issues: If a customer is trying to report a problem (wrong item, address issue, urgent change), this prevents the order from shipping before you can address their concern. **Example scenario:** * Customer realizes they need to change their address but has a complex situation * Customer contacts support through Order Editing * Order automatically goes on hold * Your team reviews the message and makes the necessary changes * You manually release the order once resolved * Order proceeds to fulfillment #### How to Enable Automatic Order Hold 1. In App Blocks > Support Ticket 2. Locate "Put order on hold when customer contacts support" or similar setting 3. Toggle ON 4. Click Save #### How to Release Orders from Hold Once you've resolved a customer's support ticket: 1. Go to the order in your Shopify admin 2. Remove the hold status or tag (depending on your setup) 3. Order will proceed to fulfillment *** ### How to Enable Support Ticket 1. Navigate to App Blocks > Support Ticket 2. Toggle ON 3. Enter your customer support email address 4. (Optional) Enable automatic order hold if desired Click Save --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://order-editing.gitbook.io/oe-help-book/self-service-edits/app-blocks/support-tickets.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.