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There are two templates: Click a template to open the Email Template Editor.

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Edit the subject and content

  • Subject — the email’s subject line. Variables work here too, for example New Support Request from {{shop_domain}} 🎫.
  • Content — the full HTML of the email, in a code editor with syntax highlighting.
The editor shows Unsaved changes until you click Save (top right). Discard throws your changes away.

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Variables

Click a variable in the Liquid variables panel to copy it, then paste it into the subject or content.
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HTML block
Everything the shopper typed into your support form — each field as a labelled box.
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text
Your store’s name from its myshopify address — for example acme-outdoor for acme-outdoor.myshopify.com.
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text
The shopper’s Cart ID, in the format you’ve chosen, e.g. #1024 or v_yna3sj0b2. It’s listed only for the New Support Request template, but it works in Ticket Confirmation too — handy for “Your reference is ”.
Include {{cart_id}} in the customer confirmation. Shoppers can then quote it when they reply or call, and your team can find the cart in seconds.

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Preview

Click Preview to see the email rendered with sample data (a name, email and message, the store mystore.myshopify.com and Cart ID #1024). Click Close to return to the editor. Add your logo to the top of the email:
  1. Tick Include branding (logo) in this email.
  2. Choose Upload File (click or drag & drop a PNG, JPG, GIF or WebP up to 2 MB) or Paste URL (the full web address of your logo).
  3. The logo appears centred at the top of the email.
Each template has its own branding switch, so you can show the logo to customers but not in your internal alerts, or the other way round. Click 🗑 Remove logo to remove it.

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Send a test email

Under Test Email, enter a Recipient Email and click Send Test Email. The test uses your template, branding and SMTP settings, filled with sample data. You’ll see Test email sent! when it’s on its way.
Send Test Email saves your template first, so the test shows exactly what you’re editing. Don’t use it to try out changes you might not want to keep — use Preview for that.
If the test fails with “This address previously bounced or complained, so email to it is suppressed”, that address is on the suppression list — try a different address.

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Reset to default

Click Reset to default in the Content panel and confirm with Reset to restore the original subject and content. This can’t be undone.

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Writing tips

The default templates use HTML tables and inline styles because that’s what email apps display most reliably. If you rewrite the HTML, keep that approach rather than using modern CSS layouts.
Different email apps render HTML differently. Send a test to a Gmail and an Outlook address before going live.
Set expectations in the confirmation, e.g. “We reply within one business day, Monday to Friday.”