Open Email Notifications from the app menu (or Settings → Notifications → Email Notifications). The page has three tabs: SMTP Setup, Customer Alerts and Merchant Alerts.
Merchant Alerts
1
Turn on the alert
Tick New support ticket submitted by customer.
2
Choose who receives it
Under Notification Email, enter one or more addresses separated by commas — for example
support@yourstore.com, sales@yourstore.com.Leave it empty to use your store’s contact email from Shopify.3
Save
Click Save in the bar at the top of the page.
Customer Alerts
1
Turn on the confirmation
Tick Support ticket submitted (confirmation email).
2
Make sure you collect an email
The confirmation goes to the email the shopper typed into your support form, or — if your form has no email field — the email of their customer account when they’re logged in. Add an Email field to your support form so every shopper can receive it.
3
Save
Click Save at the top of the page.
Customise the emails
Each tab lists its email templates. Click a template to open the editor, where you can change the subject and content, add your logo, preview it, and send yourself a test. See Email templates.Choose how emails are sent
By default, emails are sent through the CB SMTP Server — no setup needed. To send from your own domain, connect your own SMTP server on the SMTP Setup tab. See SMTP setup.If an email address bounces or marks your emails as spam, it’s automatically added to a suppression list and won’t be emailed again. This protects your sender reputation. If a customer reports they’ve stopped receiving emails, contact support.