> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revize.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Let Shopify customers create support tickets directly from their order page when self-service editing isn't enough. Simple contact form with automatic email notifications to merchants and customers.

<Note>
  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.
</Note>

## Why Shopify support tickets reduce workload

<CardGroup cols={2}>
  <Card title="Direct Order Context" icon="link" color="#8b5cf6">
    Support requests include order details automatically - no need for customers to explain their situation from scratch.
  </Card>

  <Card title="Organized Help Topics" icon="list" color="#10b981">
    Customers choose from predefined topics, helping you categorize and prioritize support requests efficiently.
  </Card>

  <Card title="Instant Notifications" icon="envelope" color="#f59e0b">
    Both you and the customer receive immediate email confirmation when tickets are created.
  </Card>

  <Card title="Seamless Experience" icon="heart" color="#ef4444">
    Support requests happen directly from the order page - no separate systems or logins required.
  </Card>
</CardGroup>

## How customers create support tickets

<Steps>
  <Step title="Access support option">
    From the Revize Customer Portal, customers click **Contact customer support** to open the support request form.
  </Step>

  <Step title="Select help topic">
    Choose from predefined topics like "I want to change the shipping address," "I want to add more products," or "Other."
  </Step>

  <Step title="Fill contact details">
    Enter or confirm email address, add optional phone number, and describe their specific issue or request.
  </Step>

  <Step title="Send support request">
    Click **Send** to submit the ticket with order context automatically included.
  </Step>

  <Step title="Email confirmations sent">
    Both customer and merchant receive immediate email notifications about the new support request.
  </Step>
</Steps>

<img src="https://mintcdn.com/revize/_Q-lg5jPpdIW5Dem/images/features/support-tickets.png?fit=max&auto=format&n=_Q-lg5jPpdIW5Dem&q=85&s=72058de11594445b66e5e6e66769b61a" alt="Revize create support tickets on order status page" style={{ borderRadius: "12px", width: "100%", boxShadow: "0 4px 14px rgba(0,0,0,0.08)" }} width="1248" height="872" data-path="images/features/support-tickets.png" />

## 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

<Steps>
  <Step title="Access translations">
    In your Revize app, go to **Translations > Customer Portal**.
  </Step>

  <Step title="Find support topics">
    Navigate to the **Support Topics** section to see all available help reasons.
  </Step>

  <Step title="Customize topics">
    Edit the predefined topics to match your business needs and common support requests.
  </Step>

  <Step title="Save changes">
    Updated topics appear immediately in the customer portal support form.
  </Step>
</Steps>

**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"

## Support ticket settings

<AccordionGroup>
  <Accordion title="Enable support tickets" icon="toggle-on">
    **Turn on the support feature**

    Toggle on **Create support ticket** in your Order Editing settings to allow customers to contact support directly from their orders.
  </Accordion>

  <Accordion title="Extended availability option" icon="clock">
    **Allow tickets after edit window closes**

    Enable **Allow customers to create support ticket after editing deadline** to let customers contact support even when they can no longer edit their orders.
  </Accordion>

  <Accordion title="Order hold option" icon="pause">
    **Hold orders when tickets are created**

    Enable **Hold order when a customer submits a support ticket** to automatically pause fulfillment until you can address their request.
  </Accordion>
</AccordionGroup>

## Enable support tickets

<Steps>
  <Step title="Open Order Editing settings">
    In the Revize app, click **Order Editing** in the sidebar.
  </Step>

  <Step title="Enable support tickets">
    Toggle on **Create support ticket** and configure any additional options you need.
  </Step>

  <Step title="Customize topics (optional)">
    Edit support topics under **Translations > Customer Portal > Support Topics** if needed.
  </Step>

  <Step title="Support tickets go live">
    The contact support option appears in the Customer Portal for all orders.
  </Step>
</Steps>

## Business benefits

<CardGroup cols={2}>
  <Card title="Faster Resolution" icon="clock" color="#10b981">
    Support requests include full order context, eliminating back-and-forth questions about order details.
  </Card>

  <Card title="Better Organization" icon="folder" color="#8b5cf6">
    Predefined topics help categorize requests and route them to the right team members.
  </Card>

  <Card title="Reduced Friction" icon="down" color="#f59e0b">
    Customers can get help without leaving their order page or creating separate accounts.
  </Card>

  <Card title="Professional Communication" icon="star" color="#ef4444">
    Structured support requests with automatic notifications create a professional support experience.
  </Card>
</CardGroup>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="What information do I receive when customers create support tickets?" icon="envelope">
    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.
  </Accordion>

  <Accordion title="Can customers create support tickets after the edit window closes?" icon="clock">
    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.
  </Accordion>

  <Accordion title="How do I customize the support topics customers see?" icon="brush">
    Go to **Translations > Customer Portal > Support Topics** to edit the predefined help reasons and match them to your business needs.
  </Accordion>

  <Accordion title="Do customers get confirmation when they submit tickets?" icon="check">
    Yes, customers receive an immediate email confirmation that their support request was created and that you'll reach out soon.
  </Accordion>

  <Accordion title="Can I pause orders when customers create support tickets?" icon="pause">
    Yes, enable "Hold order when a customer submits a support ticket" to automatically pause fulfillment until you can address their request.
  </Accordion>
</AccordionGroup>

<Note>
  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.
</Note>

## Related Revize features

* [Customer Portal](/features/customer-portal) — where customers access support ticket creation
* [Edit Window Settings](/setup/edit-window) — configure when support tickets can be created
* [Order Processing](/setup/order-processing) — manage order holds when tickets are submitted