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When customers can’t solve their order issues through self-service editing, let them contact support directly from their order page with full context included.

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Why Shopify support tickets reduce workload

Direct Order Context

Support requests include order details automatically - no need for customers to explain their situation from scratch.

Organized Help Topics

Customers choose from predefined topics, helping you categorize and prioritize support requests efficiently.

Instant Notifications

Both you and the customer receive immediate email confirmation when tickets are created.

Seamless Experience

Support requests happen directly from the order page - no separate systems or logins required.

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How customers create support tickets

1

Access support option

From the Revize Customer Portal, customers click Contact customer support to open the support request form.
2

Select help topic

Choose from predefined topics like “I want to change the shipping address,” “I want to add more products,” or “Other.”
3

Fill contact details

Enter or confirm email address, add optional phone number, and describe their specific issue or request.
4

Send support request

Click Send to submit the ticket with order context automatically included.
5

Email confirmations sent

Both customer and merchant receive immediate email notifications about the new support request.
Revize create support tickets on order status page

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What merchants receive

When customers submit support tickets, merchants get an email containing:
  • Customer information - name, email, phone (if provided)
  • Order details - direct link to the Shopify order
  • Customer link - direct link to customer profile in Shopify
  • Help topic selected - the reason category chosen by customer
  • Customer message - their specific description of the issue
  • Automatic context - no need to ask “what’s your order number?”

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Configure support topics

1

Access translations

In your Revize app, go to Translations > Customer Portal.
2

Find support topics

Navigate to the Support Topics section to see all available help reasons.
3

Customize topics

Edit the predefined topics to match your business needs and common support requests.
4

Save changes

Updated topics appear immediately in the customer portal support form.
Default support topics include:
  • “I want to change the shipping address”
  • “I want to update product quantity”
  • “I want to add more products”
  • “I forgot to apply the discount code”
  • “I want to cancel the order”
  • “I want to upgrade the shipping method”
  • “Other”

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Support ticket settings

Turn on the support featureToggle on Create support ticket in your Order Editing settings to allow customers to contact support directly from their orders.
Allow tickets after edit window closesEnable Allow customers to create support ticket after editing deadline to let customers contact support even when they can no longer edit their orders.
Hold orders when tickets are createdEnable Hold order when a customer submits a support ticket to automatically pause fulfillment until you can address their request.

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Enable support tickets

1

Open Order Editing settings

In the Revize app, click Order Editing in the sidebar.
2

Enable support tickets

Toggle on Create support ticket and configure any additional options you need.
3

Customize topics (optional)

Edit support topics under Translations > Customer Portal > Support Topics if needed.
4

Support tickets go live

The contact support option appears in the Customer Portal for all orders.

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Business benefits

Faster Resolution

Support requests include full order context, eliminating back-and-forth questions about order details.

Better Organization

Predefined topics help categorize requests and route them to the right team members.

Reduced Friction

Customers can get help without leaving their order page or creating separate accounts.

Professional Communication

Structured support requests with automatic notifications create a professional support experience.

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Frequently asked questions

You receive an email with customer contact details, order link, customer profile link, selected help topic, and their specific message - everything needed to help them quickly.
Yes, if you enable the “Allow customers to create support ticket after editing deadline” option. This lets customers contact support even when they can no longer edit orders.
Go to Translations > Customer Portal > Support Topics to edit the predefined help reasons and match them to your business needs.
Yes, customers receive an immediate email confirmation that their support request was created and that you’ll reach out soon.
Yes, enable “Hold order when a customer submits a support ticket” to automatically pause fulfillment until you can address their request.
Support tickets bridge the gap between self-service editing and human help. Enable this feature to provide professional customer service while maintaining full order context.