SupportHub documentation

Installation

SupportHub turns complaints into tracked requests. Setup is choosing your reasons, your required fields and who is notified.

1. Open the SupportHub listing on the Shopify App Store and click Install.
2. Approve the permissions. SupportHub reads orders so customers can attach their own order to a request.
3. In the dashboard, set your complaint reasons — damaged, wrong item, late delivery, missing part, other.
4. Choose required fields per reason, and assign default owners.
5. Publish the request form with the theme app block (see below) and file a test request.

Configuration

Order lookup

Customers identify their order with the order number plus the email or phone on the order. The matched order is attached to the request, so your team never asks for it again.

Statuses and ownership

Requests move through Open, In progress and Resolved. Every request has one owner. Reassignment is logged, so it is always clear who holds it now and who held it before.

Ageing alerts

Set an ageing threshold per reason — for example 24 hours for damaged items. Requests past their threshold are flagged in the queue and emailed to the owner.

Reporting

The weekly view shows request volume by reason, how many are still open and how long resolution took. Export as CSV for a longer period.

Theme app block placement

The customer-facing request form is a theme app block. Most stores put it on a dedicated support page and link it from the footer and order confirmation email.

1. In Shopify admin go to Online Store → Themes → Customize.
2. Create a page such as "Report an issue" and open it.
3. Click Add block and pick SupportHub under Apps.
4. Choose whether order lookup is required or optional.
5. Save, then file a test request from the storefront and work it through to Resolved.

Vintage themes

Where app blocks are unavailable, render the request form directly:

{% render 'digimaa-supporthub', require_order: true %}

Data and privacy

SupportHub holds what a customer submits about a problem, plus the order they reference. It is customer service data and is treated as such.

• Stored per request: the details submitted, attachments, the referenced order, status history and internal notes.
• Visible only to staff on your Shopify admin. Customers see status, not internal notes.
• Order data is read from Shopify at lookup time; we store the order reference, not a copy of your order book.
• Shopify's customers/data_request and customers/redact webhooks are honoured, so shopper data requests you receive are covered.
• On uninstall, request data is retained for 30 days and then deleted.

Troubleshooting

Order lookup says no match

The email or phone must match the one on the order, and the order number must include its prefix. Make order lookup optional if you sell through channels where customers do not have an order number.

Nobody is being notified

A reason without a default owner sends no assignment email. Set a default owner on every reason, and a fallback recipient for unmatched requests.

Requests are being marked resolved too early

Require a resolution note on close. It slows nothing down and the reporting becomes usable.

Attachments fail to upload

Photos from phones can exceed the default limit. Raise the size limit on the attachment field.

FAQ

Is this a full helpdesk with shared inboxes?

No, and deliberately so. SupportHub is a tracked complaint queue with order context. It does one job: nothing stalls quietly.

Can customers see their status?

Yes. Each request has a status link the customer can revisit, showing Open, In progress or Resolved.

How many requests can it hold?

Unlimited requests, with searchable history and CSV export.

What does it cost?

SupportHub is free to install today. Pricing will be announced before it changes.