Guide
Installing HelpHQ
About ten minutes end to end, most of which is waiting for a test email. You do not need to touch any code.
Install from the Shopify App Store
Click Add app and approve the permissions. HelpHQ asks to read your orders and customers so it can show them beside a conversation. It never asks to write to either, and it never asks for customer addresses.
Set your notification email
Open HelpHQ from your Shopify sidebar and go to Settings. Enter the address that should hear about new tickets — usually the inbox you already watch. This is the only setting you have to fill in.
Add the contact form to your storefront
Go to Online Store → Themes → Customize. Navigate to the page where you want the form; a Contact or Help page works well. Click Add section, find HelpHQ contact form, place it, and save. No code, no Liquid to paste.
Send yourself a test message
Visit that page on your live storefront and submit the form as a customer would. It should appear in your HelpHQ inbox within seconds, and your notification email shortly after.
Check the round trip
Open the ticket and send a reply. It arrives as an email from your store name. Reply to it from your own mail client and watch it come back into the same ticket. That round trip is the thing that keeps conversations in one place, so it is worth confirming once.
Optional: connect Slack
If your team lives in Slack, new tickets can post to a channel with a link through to the conversation. Create an Incoming Webhook in Slack for the channel you want, copy the URL, and paste it into HelpHQ Settings. About a minute.
Optional: write your first help article
The questions you answer most often are worth writing down once. Open Help Center in HelpHQ and add an article \u2014 a topic with a short introduction and a handful of questions underneath it.
If something goes wrong
The form doesn't appear on my page
Check you saved the theme after adding the section, and that you are looking at the published theme rather than a draft. If the section went onto a template that page does not use, it will not render.
My test submission never arrived
HelpHQ silently drops submissions that look automated — a filled hidden field, or a form submitted faster than a person could type. If you pasted values in very quickly, try again at human speed. Blocked attempts are counted in your inbox sidebar, so you can confirm whether that is what happened.
The order didn't attach
The customer has to give an order number for it to link automatically, and the number has to match. You can link one manually from the ticket sidebar at any point.
I replied but the customer says nothing arrived
Check the address on the ticket first. If it is right, ask them to look in spam — replies come from your store name at our sending domain, which some filters treat as unfamiliar the first time.
Still stuck? Email support@helphq.app with your store domain and we will take a look.