Articles on: Customer communication

Let customers message you from their order

Customers can send you a message straight from their order page. It arrives in an inbox inside Account Editor, with the order already attached. Turn it on under Features → Contact support and tickets. No more replying to ask which order they mean.

What this does

A support email usually starts with a question you have to ask back: which order? A message sent from the order page already knows.

Turn it on

Go to Features → Contact support and tickets.
Turn on Let customers open a support request from their order page.
Turn on Get an email when a customer sends a support message.
Set a Notification email. It falls back to your Shopify store address.
Save.

Then add the Contact support block. It sits in the order's action menu, not on the page.

The inbox

The Tickets tab holds every message.

Total tickets — Every ticket customers have opened
Open tickets — Still waiting on a reply from you
Average reply time — How long you take to reply
Satisfaction rate — How customers rated your replies

Filter by All, Open or Closed. Search, sort, and pick a date range.

The table shows the ticket ID, status, order ID, customer name and date.

Reply to a ticket

Open a ticket to see the conversation, the order, and the customer.

Type your reply and send it. Replies go out by email, so the customer does not need to come back to the site.

Alongside the conversation you get the order's items and shipping address, plus the customer's contact details, total orders, lifetime value, and how long they have been a customer. Enough to answer without opening Shopify.

Select Close ticket when it is resolved.

Point it at your own helpdesk instead

If you already use a helpdesk, you do not have to move.

On the Order editing block in Shopify's editor, set Choose an action to Redirect to support page and add your Support page link. Customers then go to your existing helpdesk instead of the built-in form.

Good to know

Watch Open tickets, not Total. Total only grows. Open is the number that means someone is waiting.

Replies are emails. Customers do not need an account or a login to continue the conversation.

The order context is the point. Being able to see the items, the address and the customer's history in one place is what makes this faster than email.

Do not run both. If you redirect to your own helpdesk, the built-in inbox stays empty. Pick one.

Troubleshooting

No contact option on the order — Why: The feature is off, or the Contact support block is missing — Fix: Check Features, then the banner
No email when a customer writes — Why: The notification is off, or the address is wrong — Fix: Check both
The inbox is empty — Why: You are redirecting to an external helpdesk — Fix: Expected
Customers say replies never arrive — Why: Replies go by email — check spam — Fix: Set up the verified sender domain
Tickets have no order attached — Why: They were opened outside the order page — Fix: Only messages from the order page carry it
Average reply time looks wrong — Why: It counts from opening to your first reply — Fix: Closing without replying skews it

FAQ

Where do customers find this?

In the action menu on their order, alongside cancel and return. It is not a block on the page.

Do customers need an account?

No. They reach their order from the confirmation email, and replies come by email.

Can I use my own helpdesk instead?

Yes. Set the Order editing block to redirect to your support page. Customers go there instead.

What does satisfaction rate measure?

How customers rated your replies. It only means something once you have a reasonable number of ratings.

Does closing a ticket tell the customer?

Closing marks it resolved on your side. Say what you have done in your reply before closing.

Updated on: 21/08/2026

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