Hi Community,
We currently use Shopify’s “Contact Us” form and forward those submissions into Zendesk so they’re captured as tickets and handled by our support team.
One challenge we’ve run into is that Shopify does not allow us to customize the subject line for Contact Form emails "New customer messages on [date/time]. Because the subject is fixed, we can’t reliably use subject-based triggers in Zendesk to automatically route and categorize tickets into different Views which impacts workflow efficiency.
Has anyone solved this in a clean way? We’re looking for recommended approaches to route tickets without relying on the subject line automatically.
Any best practices, examples, or implementation tips would be greatly appreciated.
Thank you,
Since Shopify’s “Contact Us” form uses a fixed subject line that can’t be customized, relying on subject-based triggers in Zendesk for routing tickets is limited. A common solution is to use custom ticket fields or tags—applied either through middleware tools like Zapier or via the Zendesk API—that categorize tickets based on form data or message content before they reach Zendesk. This allows you to build triggers and views based on those tags or fields rather than the subject. Alternatively, you can create keyword-based triggers on the ticket body or use different Zendesk ticket forms tied to specific inquiry types. Replacing Shopify’s default form with a third-party form app that supports richer data and direct Zendesk integration can also help. These approaches ensure reliable automatic routing and improve your workflow efficiency without depending on the subject line. Let us know if you’d like help exploring these options.