Customer Support Center (Storefront)

Rendering model

• Technology: Server-rendered HTML/CSS/JS string from Remix loader
• Data bootstrap: window.SUPPORT_PORTAL payload (shop, customerId, orders, categories, termsUrl, apiBase)
• Data dependency: The support ticket service powers ticket creation and updates.

Entry requirements

• Customer identity: Requires logged_in_customer_id from app proxy context
• Shop context: Derived from app proxy session/shop query
• No customer behavior: Shows sign-in guidance instead of ticket UI

Ui sections

• Header (Support Center title and subtitle)
• Two tabs: New Ticket / My Tickets
• Ticket creation form
• Ticket list and ticket detail conversation
• Brand footer link with app icon + text

New ticket tab

Fields

- Subject (required)

- Category (required, from Settings)
- Order ID (required or optional by category requiresLinkedOrder)
- Description (required)
- Support Terms acceptance checkbox (required)

Dynamic rules

- Order requirement toggles live when category changes.
- If customer has no orders and selected category requires order, submit is disabled with helper hint.
- If customer is blocked from ticket submission, form shows block warning and submit is disabled.

Submit behavior

- Ticket creation action
- On success: form reset, tickets refresh, automatically opens new ticket detail
- On error: inline alert message

My tickets tab

• List mode: Shows non-archived tickets for current customer ordered by updatedAt desc.
• Detail mode: Shows single ticket thread with status badge and linked order info.
• Reply behavior: Customer replies are posted and the conversation refreshes automatically.
• Url sync: Tab and selected ticket are mirrored in URL query params (tab, ticket).
• Back navigation: Back to My Tickets returns detail view to list view.

Status and message rules

• Agent bubble style: Agent message cards use distinct support-team style.
• Customer visibility: Only public messages are shown to the customer.
• Archived exclusion: Archived tickets are excluded from customer list and detail views.

Emails and notifications

• Customer received: Agent replies and agent-created tickets can trigger customer email notifications.
• Team received: Customer-created tickets and customer replies trigger team notification emails (BCC recipients from agents and account owners).
• Requirements: Store notification setup and deliverable recipient emails are required.

Menu automation

• Customer account menu: Loader attempts to ensure Support link in customer account menu.
• Storefront main menu: Loader attempts to ensure Support link in storefront main menu.
• Legacy link migration: App shell services also migrate legacy support links to current proxy path.

Owner configuration dependencies

• Support Terms content in /app/terms
• Category list and requiresLinkedOrder flags in /app/settings
• Ticket assignment defaults/rules in /app/settings
• Store notification configuration for outgoing messages