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The button on the cart widget (for example Submit Your Cart to Support) sends the shopper’s cart to your team as a support ticket. Every ticket is linked to the shopper’s cart, so you see exactly what they had in it. Go to Settings → Popup & Support → Support Form Configuration.

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Two ways the button can work

With Require customers to fill out a form on submit ticked, clicking the button opens a Contact Support window with the fields you’ve set up. The shopper fills them in and clicks Send Request.They see “Your request has been sent successfully!” and the window closes by itself.
The form needs a paid plan. On the Free plan the button sends the cart straight away, without a form.

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Build your form

Under Form Fields, each field has: Click + Add Field to add another field. New stores start with one required Long Text field labelled Query.

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Field types

Add an Email field. When customer notifications are on, the confirmation email is sent to the address from the first field whose type is Email or whose label contains the word “email”. If the form has no email field, the app uses the email of the logged-in customer, if there is one.
Click Save at the top of the page when you’re done.

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What happens when a shopper sends a request

1

A ticket is created

The request is saved as a Support Request on the shopper’s cart. It shows in the dashboard’s Support Tickets tab and in the cart’s Support Tickets card.
2

Emails go out (if switched on)

You receive a New Support Request email with the submitted answers and the Cart ID. If customer notifications are on, the shopper receives a Ticket Confirmation email. Set these up in Email notifications.
3

Your team follows up

Open the cart from the ticket, review what’s in it, and log your follow-up with Mark Contact. See Contacts & support tickets.