> ## Documentation Index
> Fetch the complete documentation index at: https://codebeans-customer-cart-manager.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support form

> Let shoppers send their cart to your team — with one click, or through a form you design.

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**.

## Two ways the button can work

**With a form (default)**

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.

> [!NOTE]
>
> The form needs a paid plan. On the Free plan the button sends the cart straight away, without a form.

**One click, no form**

With the option unticked, clicking the button sends the cart immediately. The button changes to **Request Sent!** (or **Failed. Try Again.** if something went wrong).

Use this when you only need to know *which* cart needs attention — for example, when shoppers are already talking to you by phone or chat.

## Build your form

Under **Form Fields**, each field has:

| Setting | Description |
| - | - |
| **Label** | The question the shopper sees, e.g. *Your email* or *What do you need help with?* |
| **Type** | The kind of input (see below). |
| **Required** | Shoppers can't send the form until this field is filled in. |
| **✕ Remove** | Deletes the field. |

Click **+ Add Field** to add another field. New stores start with one required **Long Text** field labelled *Query*.

### Field types

| Type | Best for |
| - | - |
| **Short Text** | Names, order numbers, company names. |
| **Long Text (Message)** | Free-text questions. |
| **Email** | The shopper's email address. |
| **Phone Number** | A callback number. |
| **Dropdown (Select)** | A fixed list of choices. Enter them under **Dropdown Options**, separated by commas: `Shipping, Returns, Bulk order`. |

> [!TIP]
>
> **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.

## 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](https://codebeans-customer-cart-manager.mintlify.site/notifications/overview.md).

**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](https://codebeans-customer-cart-manager.mintlify.site/carts/contacts-and-tickets.md).


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