Running an eCommerce store can feel like juggling a hundred tasks at once. But one thing you don’t want to drop is customer service. That’s where a good Shopify support ticket management app comes in handy. These apps help you handle customer inquiries efficiently, whether they come from email, chat, or social media, keeping your customers happy and your business running smoothly.
In this article, we’re diving into the 8 best Shopify support ticket management apps. Whether you’re a small business just starting out or an eCommerce giant, there’s something here for everyone. From apps that centralize all your customer inquiries to ones that offer advanced automation, we’ll help you find the best tool for your needs.
Shopify is the third-largest online retailer in the U.S., behind Amazon and eBay.( Source )
8 Best Shopify Support Ticket Management Apps for eCommerce
1. Gorgias
Gorgias is a customer service platform designed specifically for eCommerce businesses, with deep integration into Shopify. This app allows you to centralize all your customer support tickets, so you can manage inquiries from email, live chat, SMS, and social media—without switching between different platforms.
Key Features:
- Omnichannel support: Manage conversations from multiple channels, like Facebook, Instagram, email, and live chat, all in one dashboard.
- Shopify order management: You can view, modify, and manage Shopify orders directly from the customer support ticket, which makes handling requests like refunds and order changes quick and easy.
- Automation tools: Use macros and pre-written responses to automatically handle common inquiries, saving your team time and improving response rates.
- Customizable workflows: You can automate ticket assignments and trigger specific actions based on customer inputs, helping streamline your support process.
Best for:Gorgias is ideal for growing eCommerce stores that need to manage a high volume of customer interactions across multiple channels. It’s particularly useful for Shopify stores because of its native integration, allowing for seamless order management and customer service within one platform.
Pricing:
- Basic Plan: Starts at $50 per month for up to 350 tickets.
- Pro Plan: Starts at $250 per month for more advanced automation features and ticket volume.
- Advanced Plan: For larger businesses, pricing starts at $625 per month for custom workflows and detailed analytics.
2. Zendesk
Zendesk is one of the most recognized names in customer support, offering a powerful omnichannel ticket management system. Its Shopify integration allows you to track customer orders, process returns, and resolve queries all from a single dashboard. Zendesk is known for its robust support features, making it ideal for stores looking for advanced functionality and scalability.
Key Features:
- Omnichannel customer support: Zendesk lets you handle tickets from various platforms, including email, social media, chat, and phone, all in one place.
- AI-powered automation: Use AI to automatically respond to common customer inquiries or route tickets to the appropriate support agents.
- Analytics and reporting: Detailed reporting features allow you to track key metrics like ticket resolution time and customer satisfaction.
- Shopify integration: Zendesk integrates seamlessly with Shopify, displaying customer orders and shipping details directly within the ticket, so your team has all the information they need to resolve queries.
Best for:Zendesk is a great option for eCommerce businesses of any size but is particularly suited to larger stores that need advanced ticket management, automation, and reporting features.
Pricing:
- Team Plan: Starts at $49 per agent/month.
- Professional Plan: $99 per agent/month, offering more robust automation and reporting features
3. Rebuy
Re is a helpdesk app built specifically for eCommerce businesses. It allows you to manage customer support tickets through live chat, email, social media, and more, all from one centralized location. The app integrates directly with Shopify, enabling you to handle customer orders without leaving the conversation.
Key Features:
- Shared inbox: Consolidates all customer communication channels, including email, chat, and social media, into one inbox, allowing for easier management of inquiries.
- Chatbots and automation: Automate responses to frequently asked questions and set up rules to assign tickets based on customer inputs.
- Shopify integration: lets you refund or cancel Shopify orders and view order status directly from the support conversation, speeding up ticket resolution.
- Custom workflows: You can automate specific actions like tagging tickets or escalating issues based on certain conditions.
Best for:Re is ideal for small to medium-sized eCommerce stores that want an affordable, easy-to-use helpdesk solution with Shopify-specific features.
Pricing:
- Basic plan starts at $29 per team member/month
4. eDesk
eDesk is an AI-powered helpdesk solution that caters to eCommerce businesses. It centralizes all customer communication channels like email, chat, and social media into one platform, allowing you to manage customer service across all channels seamlessly. Its deep Shopify integration makes it easier to resolve order-related issues and manage customer inquiries.
Key Features:
- AI-driven ticketing: Automatically respond to common queries and route complex issues to the right agents.
- Omnichannel support: Manage inquiries from different channels, including marketplaces, social media, and email.
- Reporting tools: Generate insightful reports to track team performance, ticket resolution times, and customer satisfaction.
- Shopify order integration: Easily manage customer orders, refunds, and cancellations directly from the ticketing interface.
Best for:Large eCommerce businesses that want advanced ticket management features and AI-driven customer support.
Pricing:
- Starts at $69/month
5. HelpZenith
HelpZenith is a straightforward helpdesk solution that focuses on providing excellent customer support for Shopify stores. With email and live chat integrations, it helps streamline the support process, making it easier to track and resolve customer issues.
Key Features:
- Email-to-ticket conversion: Automatically convert customer emails into support tickets for easy tracking.
- Centralized inbox: Manage all customer queries from a single dashboard.
- Reports and analytics: Track your team’s performance with built-in analytics.
Best for:Small eCommerce businesses looking for an affordable, easy-to-use ticketing system.
Pricing:
- Plans start at $19/month
6. Richpanel
Richpanel is a customer support platform designed to help eCommerce businesses provide personalized customer service. It allows customers to manage their orders, request refunds, and track shipments without the need for agent interaction, which helps reduce ticket volumes.
Key Features:
- Self-service portal: Customers can access a portal to handle their own order inquiries, reducing the number of incoming tickets.
- Shopify integration: Manage refunds, exchanges, and other order-related tasks directly from the platform.
- Omnichannel support: Handle messages from multiple channels, including live chat, email, and social media, in one place.
- Automation: Use pre-built automation flows to resolve common inquiries instantly.
Best for:Stores looking to minimize agent involvement by enabling customers to handle routine support requests on their own.
Pricing:
- Starts at $99/month
7. Tidio
Tidio is a live chat and chatbot solution that integrates with Shopify to provide real-time communication between businesses and customers. It includes automation features to help manage common customer inquiries, making it a great option for small stores that want a simple but effective support solution.
Key Features:
- Live chat: Offer real-time communication with customers on your Shopify store.
- Chatbots: Use automation to handle common queries and provide immediate responses.
- Multichannel support: Manage messages from email, Messenger, and other channels in one unified inbox.
- Customizable chat widget: Match the chat widget to your store’s branding for a seamless user experience.
Best for:Small to medium-sized Shopify stores looking for a simple live chat and chatbot solution.
Pricing:
- Free version available with limited features. Paid plans start at $15/month
8. Channel.io
Channel.io is a unique combination of live chat, team chat, and CRM (Customer Relationship Management) designed to help businesses build lasting relationships with their customers. Its seamless integration with Shopify ensures that customer inquiries are managed effectively while maintaining a personal touch.
Key Features:
- Omnichannel support: Handle customer queries through live chat, Messenger, and more from one dashboard.
- CRM integration: Keep track of customer interactions and build relationships for long-term engagement.
- Automation: Automate replies for frequently asked questions using chatbots.
- Team collaboration: Use internal chat features to enhance team communication and resolve customer issues faster.
Best for:
Businesses looking to combine customer service with CRM capabilities, making it ideal for those focused on long-term customer relationships.
Pricing:
- Starts at $84/month
how to choose best Shopify Support Ticket Management Apps
1. Consider the Size of Your Business
- Small Businesses: If you’re running a smaller eCommerce operation, you might not need complex features like advanced automation or in-depth analytics. Apps like Tidio and UVdesk offer more straightforward solutions that are affordable and easy to use, making them ideal for smaller stores.
- Medium to Large Businesses: For businesses with a growing or established customer base, look for more robust options like Gorgias, Zendesk, or Re, which offer automation, reporting, and omnichannel support.
2. Channels of Customer Support
- Omnichannel Support: If you’re managing customer inquiries across multiple platforms (email, social media, live chat), it’s critical to choose a tool that consolidates these channels into one dashboard. Tools like Gorgias, Zendesk, and Re allow you to manage inquiries from all your communication channels in one place.
- Live Chat Focus: If your primary focus is real-time customer interaction, apps like Tidio or Channel.io provide strong live chat functionality with chatbot features to automate some of your responses.
3. Automation and Workflow Management
- Need for Automation: If your business handles a high volume of customer inquiries, automation can save a lot of time. Apps like Gorgias, Re, and eDesk offer powerful automation features that can route tickets, automate responses, and streamline ticket resolution.
- Simple Automation: For basic automation, where you only need to automate replies to common questions or assign tickets to the right agent, Tidio and UVdesk could be sufficient.
4. Shopify Integration and Features
- Deep Shopify Integration: If you need advanced Shopify integration, such as the ability to manage orders directly within customer tickets, apps like Gorgias, Zendesk, and Reoffer seamless order management.
- Basic Shopify Support: For simpler tasks like viewing order information without modifying it, apps like HelpZenith and Tidio are affordable options.
5. Budget
- Affordable Solutions: If you’re on a tight budget, apps like UVdesk and HelpZenith offer affordable pricing plans with essential features. These tools are ideal for small businesses that don’t require advanced features.
- High-End Solutions: For businesses that can invest in comprehensive customer support systems, Zendesk, Gorgias, and eDesk offer high-tier plans with robust features for larger teams and higher ticket volumes.
6. Self-Service Options
- Self-Service Portals: If your store is looking to reduce the load on customer support by enabling customers to find their own answers, apps like Richpanel and Zendesk offer customizable knowledge bases and self-service portals.
7. Reporting and Analytics
- Need for Insights: If tracking customer support performance is a priority, choose apps like Zendesk, Gorgias, or eDesk that offer detailed reporting and analytics tools. These will help you measure important metrics like ticket resolution time and customer satisfaction.
FAQs: Shopify Support Ticket Management Apps
What is a support ticket management app for Shopify?
A support ticket management app helps eCommerce businesses handle customer service inquiries from various channels like email, live chat, social media, and phone. These apps centralize all communication in one place, allowing you to manage, track, and respond to customer questions more efficiently. Many of these apps also integrate directly with Shopify, providing order details and customer history for quicker issue resolution
How do I choose the best ticket management app for my Shopify store?
To choose the best app, consider factors like the size of your business, the channels you use for customer support (email, chat, social media), your budget, and the features you need (like automation, order management, or detailed reporting). Smaller businesses might benefit from simple solutions like Tidio, while larger stores needing advanced automation and omnichannel support might choose Gorgias or Zendesk
Can these apps integrate with Shopify?
Yes, most support ticket management apps designed for Shopify integrate seamlessly with the platform. These integrations allow customer service agents to view order details, issue refunds, and track shipments directly from within the ticket, streamlining the process and making customer service more efficient. Apps like Gorgias, Zendesk, and Reoffer particularly strong Shopify integrations
Do these apps support multiple channels like email, social media, and chat?
Yes, many Shopify support ticket apps offer multichannel support, meaning you can manage customer inquiries from email, live chat, Facebook, Instagram, and even SMS in one place. Gorgias, Zendesk, and eDesk are particularly well-known for providing omnichannel support, making it easier to handle customer requests across multiple platforms
Do these apps offer automation features?
Yes, many of these apps offer automation features, such as pre-written responses (macros), ticket routing, and automated workflows to handle repetitive tasks. For example, Gorgias, Re, and eDesk have automation tools that can handle common customer inquiries and streamline your support process.
Conclusion
Choosing the right support ticket management app for your Shopify store can make a big difference in customer satisfaction. Each app on this list has unique strengths, whether you need basic live chat tools like Tidio, comprehensive automation like Gorgias, or robust omnichannel support with Zendesk. Your choice will depend on your store’s size, the complexity of your support needs, and your budget.
A well-integrated support system ensures that your customer service team can manage inquiries efficiently, improving response times and helping maintain a positive relationship with your customers. With these apps, you’ll streamline customer support, allowing you to focus on growing your eCommerce business.
