Use Support Tickets to let customers send a question about an order from the Order Editing experience. The basic form sends the message to your shop's support email and records it on the order timeline. Editing Rules can provide different fields or availability for matching orders.
Before you begin
- Confirm the support email and notification ownership under Organization settings.
- Add the Support Tickets app block to the Shopify Thank You and Order Status experience customers use.
- Decide whether a submitted request should hold the order.
- Grant Shopify's
write_filespermission only when a custom form includes a file upload.
Enable the basic contact form
- In Order Editing, open App Settings.
- Select Editing blocks.
- Open Support Tickets.
- Turn on Allow customers to contact you.
- If the form should offer to update the signed-in customer's Shopify profile email and phone, turn on Allow customers to update their login information.
- Save the changes.
The login-information option can require a customer to sign in again after changing their profile email. It is separate from the email entered for the support request.
Install the customer-facing app block
- In Shopify, open the checkout and customer-accounts editor for the relevant profile.
- Open the Thank You and Order Status experience used by the store.
- Add or enable the Order Editing Support Tickets app block.
- Place it where customers can find help without obscuring essential order information.
- Save the Shopify layout.
Configuring a form does not install this Shopify app block. The Editing Rule editor displays a warning when the block is missing.
Route and review requests
The Support Tickets page links to:
Option | Use it for |
|---|---|
Organization settings | Manage the support and team email settings used for notifications. |
Help center articles | Build self-service articles inside supported Shopify customer accounts. |
Recent submissions | Review recent contact forms and their order-hold status. |
Compliance with EU Withdrawal Directives | Start the provided 14-day withdrawal contact-form template. Review it against your own legal requirements. |
Connect with Klaviyo | Route supported contact-form notifications through Klaviyo instead of the Order Editing email path. |
Test the receiving workflow before launch. A configured email or Klaviyo connection is not proof that the right team, inbox rule, or flow will handle a live request.
Create a custom form for matching orders
Use Custom Forms when one basic form is not enough.
- On Support Tickets, select the action to create a contact-form Editing Rule.
- Name the rule and configure the order conditions that should receive this form.
- Open the rule's Contact form action.
- Review the built-in email, support-topic, and message fields.
- Reorder the fields and limit a field to a specific support topic when needed.
- Add any required custom fields.
- Customize the submit button text.
- Save and activate the rule.
Draft and disabled rules do not change the form. When several active rules could match, review the Editing Rules order and matching behaviour rather than assuming the newest form wins.
Add custom fields
You can add up to ten custom fields to a rule's contact form.
Field | Useful options or limits |
|---|---|
Text field | Short or multiline answer and optional character limit. |
Checkbox | Customer confirmation that can be required. |
Date field | Date answer with optional earliest and latest bounds. |
File upload | One attachment, accepted file types, 4 MB maximum, and |
Telephone number | Phone-number answer; only one telephone field can be added. |
Make a field required only when the team cannot act without it. Every extra requirement increases the chance that the customer abandons the request.
Keep the form available after editing closes
In the rule's Contact form action, turn on Keep contact support available after the editing deadline.
Setting | What it controls |
|---|---|
Days available after selected date | Optional duration after the chosen start. Leave blank for no automatic end date; the current maximum is 30 days. |
Availability starts from | Starts from Order creation or Order closed / ships. Shopify's closed time is only a proxy for shipping, not a delivery timestamp. |
The UI suggests 14 days for applicable EU withdrawal workflows, but you remain responsible for the policy and duration required in each market.
Configure order holds
The main Support Tickets page has Hold orders when customers create a support ticket. Enable it when any submitted ticket should stop fulfilment.
A rule's form can also include Automatically hold orders when customers submit the contact form for matching orders. Held orders remain held until a staff member manually releases them after review.
Test holds with your warehouse and 3PL. A connected system may import an order before a later hold is applied, so define who checks and releases the order.
Check the setup
- Save the Support Tickets settings and confirm the Shopify app block is enabled.
- Open an existing eligible order that matches the intended Editing Rule.
- Open the customer order page and confirm the expected topics and fields appear.
- Test required fields, topic-specific visibility, file limits, and translations.
- Submit a request.
- Confirm the correct email or Klaviyo workflow receives it and the order timeline is updated.
- Open Recent submissions and confirm the request is present.
- If holds are enabled, confirm the order is held and staff can release it.
- If extended availability is enabled, test after the editing deadline as well.
If the form does not appear
- Confirm Allow customers to contact you is enabled.
- Confirm the Support Tickets app block is enabled and saved in the relevant Shopify profile.
- Check that the order matches an active rule and the form is inside its availability period.
- Confirm another rule or disabled feature is not changing the form for that order.
- For file uploads, grant
write_filesand confirm the file meets the accepted type and 4 MB limit.
