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.
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.
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.
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?”
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.
- “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”
Support ticket settings
Enable support tickets
Enable support tickets
Turn on the support featureToggle on Create support ticket in your Order Editing settings to allow customers to contact support directly from their orders.
Extended availability option
Extended availability option
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.
Order hold option
Order hold option
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.
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.
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.
Frequently asked questions
What information do I receive when customers create support tickets?
What information do I receive when customers create support tickets?
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.
Can customers create support tickets after the edit window closes?
Can customers create support tickets after the edit window closes?
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.
How do I customize the support topics customers see?
How do I customize the support topics customers see?
Go to Translations > Customer Portal > Support Topics to edit the predefined help reasons and match them to your business needs.
Do customers get confirmation when they submit tickets?
Do customers get confirmation when they submit tickets?
Yes, customers receive an immediate email confirmation that their support request was created and that you’ll reach out soon.
Can I pause orders when customers create support tickets?
Can I pause orders when customers create support tickets?
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.
Related Revize features
- Customer Portal — where customers access support ticket creation
- Edit Window Settings — configure when support tickets can be created
- Order Processing — manage order holds when tickets are submitted