Contacts & support tickets

Log every conversation with a shopper and keep track of the support requests they send.

Cart Manager keeps a contact history for every cart, so anyone on your team can see who spoke to the shopper, when, and what was agreed.

Three kinds of contact

Type	Created by	Icon on the dashboard
Support Request	The shopper, using the support button or form on the cart widget.	🟠 Amber info icon
Customer contacted us	Your team — the shopper called, emailed or messaged you.	🟢 Green incoming phone
We contacted customer	Your team — you reached out to the shopper.	🔵 Blue outgoing phone

Log a contact

1. Open the contact log

   On the cart page, click Mark Contact (top right) or Add Contact Log (in the Contact History card).

2. Choose the contact type

   Pick Customer contacted us or We contacted customer.

3. Add notes (optional)

   Summarise the conversation, for example “Called about bulk discount — sent draft order #D1042.”

4. Save

   Click Save Contact Log. The contact appears at the top of Contact History, and the dashboard shows the matching icon on that cart.

When a cart is in Cart status, the Reviewing Cart banner on the cart page has one-click buttons — Customer contacted us and We’re reaching out — that open the contact log with the type already chosen.

Work through support tickets

1. Open the Support Tickets tab

   On the dashboard, click Support Tickets. Each row shows the cart, the shopper’s message and the date.

2. Open the cart

   Click View Cart to see exactly what the shopper had in their cart and what they did before asking for help.

3. Follow up and log it

   Reply by phone or email, then click Mark Contact → We contacted customer and note what you did. The dashboard icon changes from amber to blue, so your team knows it’s handled.

Support requests are always kept separately in the cart’s Support Tickets card, so logging a follow-up never hides the original request.