Advanced
Ticket System
A full customer support inbox built into SK Form Builder. Every form submission becomes a trackable support ticket. Available on Pro+ only.
Last updated June 15, 2026
The Ticket System turns SK Form Builder into a lightweight customer support platform. Every form submission automatically creates a ticket that your team can track, reply to, and resolve all from within the app.
Available on Pro+ only.
How it works
- A customer submits a form.
- A support ticket is automatically created, linked to the submission and the customer's email.
- Your team manages the ticket from the Ticket Dashboard or the standalone Ticket Portal.
- Replies are sent to the customer via email directly from the dashboard.
First-time setup
Open Global Settings
In the app → Global Settings → Ticket Portal.
Create an admin account
Set up the portal admin with a name and password. This is the master login for the ticket portal.
Invite agents
Click Invite Agent → enter their name, email, password, and role (Agent or Admin).
Agent roles
| Role | Access |
|---|---|
| Agent | Can view tickets and send replies |
| Admin | Full access view, reply, manage agents, change roles, access portal settings |
Ticket dashboard
The ticket dashboard shows all tickets across all forms.
Filtering and searching:
- Filter by status: Open, Pending, or Resolved
- Filter by date range
- Filter by the form the submission came from
- Search by customer email or message content
Ticket detail view
Inside each ticket:
| Action | Description |
|---|---|
| View thread | See the full conversation history initial submission + all replies |
| Reply | Send an email reply to the customer directly from the dashboard |
| Change status | Mark as Open, Pending, or Resolved |
| Assign | Assign the ticket to a specific agent on your team |
| View submission | Link to the original form response detail |
Ticket Portal
The Ticket Portal is a standalone web interface where agents log in separately from the Shopify Admin. This is useful for team members who don't have Shopify Admin access.
Access: Share the Ticket Portal URL (found in Global Settings) with your support agents. They log in with the credentials set during invitation.
Managing agents (Admin only):
- View all agents
- Activate or deactivate agent accounts
- Change an agent's role
- Reset passwords
Canned responses
Canned responses are pre-written reply templates for common questions. They save time on repetitive replies and ensure consistent responses.
Setup:
- In the Ticket Dashboard → Canned Responses → Add New.
- Enter a Title (for easy selection in the reply panel) and the body text of the reply.
- Save.
Using canned responses: When replying to a ticket, click the Canned Responses selector in the reply editor. Choose a template to pre-fill the reply you can edit it before sending.
Create canned responses for your most common questions: shipping info, return policy, order status, and product FAQs. This can cut reply time by 80% on routine tickets.
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