1
Open Recheck and click on Modules in the left menu.
2
Select Support ticket from the list of modules.
3
Enable the "Create support ticket" toggle
This allows customers to raise a support ticket from the Thank you or Order status page. Customers can raise more than one ticket on the same order.
4
Optional: Enable "Do not release fulfillment hold if a support ticket is raised".
Keeps the order held after the editing window closes if the customer has raised a ticket.
Keep the hold while a ticket is open
If you use fulfillment hold, turning on “Do not release fulfillment hold if a support ticket is raised” keeps an order on hold past the end of the editing window when the customer has raised a support ticket on it. That gives your team time to resolve the ticket before the order ships. You release the hold through your normal fulfillment flow once it’s sorted. Recheck checks for tickets once, at the moment the editing window closes. A ticket raised after the window has already closed doesn’t put the hold back.Customizing support ticket reasons and labels
Clicking Edit will take you to the Support tickets section under Translations. On this page you can:- Customize the title and labels of the support form (e.g. button text, note titles).
- Add, remove, rename, or reorder the list of support ticket reasons.
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