HelpDesk - customer support center

Forget about lost emails and chat clutter. HelpDesk turns your online store into a convenient and transparent customer support center.

Customers submit inquiries directly from their account dashboard, while managers respond right from the admin panel. Managers immediately get full context: customer inquiry history, total orders, total spend, and registration date. The entire conversation history and attachments stay inside your store forever — safe from lost email boxes or quitting employees.

For Customers

• User-Friendly Ticket List: Easily track inquiry statuses with color-coded tags and human-readable timeframes (e.g., "2 hours ago").
• Familiar Chat Interface: Avatar support for a personal touch and a clean message history flow.
• Quick File Attachment: Drag-and-drop images, videos, and archives with automatic pre-upload format and size checks.

For Store Administrators

• Customer Insights at a Glance: View registration date, order count, total spending, and past tickets directly inside the inquiry card.
• Flexible Search & Filtering: Filter tickets instantly by status, priority, message text, customer name, or email.
• Create Tickets on Behalf of Customers: Managers can log phone calls or offline requests as tickets linked to the customer's profile.
• Time Tracking: Log exact time spent resolving each issue and generate comprehensive monthly reports.

For Marketplaces (Multi-Vendor)

• One-Click Escalation to Vendors: Marketplace admins can route customer tickets directly to the relevant vendor in a single click.
• Data Privacy: Vendors can only view inquiries specifically assigned to them by the admin.
• Direct B2B Communication: Vendors can initiate support requests to marketplace management right from their vendor panel.
• Full Control: If a vendor delays their response, the marketplace admin can reclaim the ticket at any time.

Add-ons settings

• Flexible Status Logic: Set default creation statuses and define rules for keeping statuses unchanged when a customer replies.
• Custom Statuses: Create personalized ticket statuses with custom names and colors (just like order statuses).
• Default Priority: Assign an automatic priority level to newly created tickets.
• WYSIWYG Editors: Enable or disable visual rich-text editors separately for customers and admin staff.
• Time Tracking Controls: Toggle labor-time logging for managers and manage report visibility for customers.