The Best Help Desk Software for Shopify
The best help desk for Shopify ensures Shopify merchants can give their customers fantastic service and support. With help desk software, you can track issue tickets and customer requests more effectively, assign tasks to team members based on their skills, and so much more.
Help desk software offers a phenomenal opportunity to improve customer satisfaction, increase sales, and even unlock more repeat buyers for your store. Even better, there are a host of apps available to integrate directly with your Shopify store builder.
A help desk ticket system is the perfect way to improve your response time when interacting with customers. You can access a range of support ticket options from different applications, as well as integrations with your point of sale and CRM.
All you need to do is assess your options, and make sure you’re downloading the right technology for your Shopify website.
What are the Best Help Desk Apps for Shopify?
Let’s check out some of the top contenders for the best Shopify help desk software available on the Shopify app store.
1. HubSpot Service Hub
HubSpot is more than just a help desk, it’s a comprehensive solution for customer experience and lead nurturing. The full range of features available from HubSpot breaks down into a series of “hubs”, dedicated to serving different purposes. For instance, HubSpot Service hub is the solution responsible for dealing with ticket management and customer support.
In most ways, HubSpot Service Desk is the same as Zendesk for user support. This means if you’re using the cheaper version of the service, you’ll only be able to ask questions on community forums to get guidance, you won’t get any dedicated support.
The service software comes with access to a huge range of features, including a shared inbox, team email, live chat functionality, ticket pipelines, simple ticket automations, and basic bots. There are also various analytics systems in place, like email tracking and notifications, and rep productivity reports.
The Service Hub from HubSpot starts off at a price of around $45 per month if you’re paying on an annual basis. This can increase significantly when you move to the “Professional” package, at $360 per month. The Enterprise package, at $1,200 per month, is the most expensive, with access to a huge range of customization and optimization solutions.
HubSpot Service hub also offers a handful of free tools for beginners, including live chat, ticketing, team email, shared inbox, and closed report tracking.
Excellent selection of advanced tools
Integrations with a range of popular services
Variety of information collection options
Extensive connection to sales and marketing tools
Various free features
Can be very expensive very quickly
Something of a learning curve
Who is it Best For? ✅
If you’re looking for a state-of-the-art solution for customer service which can scale to suit the largest business, HubSpot has you covered. This service hub environment is particularly appealing to companies who want to access HubSpot’s other state-of-the-art tools for sales and marketing.
Another popular and well-known tool for help desk functionality, Fresh desk manages to be both comprehensive and easy-to-use at the same time. You can get your business up and running fast with an excellent approach to customer service with Freshdesk.
Similar in many ways to the Zendesk technology, Freshdesk covers everything you might expect from a modern customer service tool, including automations, integrated gamification mechanics to improve employee engagement, and a huge range of multichannel capabilities. You can connect your agents and serve your customers on virtually any channel in no time.
With a complete range of customization features to choose from, it’s also surprisingly simple for business users to access things like portable enhancements, and custom ticket forms, as well as custom apps and URLs. You can set up custom agent roles, create ticket templates, and even set up your own chatbot.
Freshdesk pricing actually starts with a free solution for email and social ticketing, so it’s great for smaller businesses who don’t have much cash to get started with. After that, you’ll need to upgrade to paid packages like Growth for £12 per agent per month, or Pro for £35 per agent per month. Enterprise support is available for £60 per agent per month too.
The more you pay for your Zendesk technology, the more functionality you get. For instance, the Pro package can support up to 5,000 collaborators and various APIs, while the Enterprise solution comes with your own dedicated email bot.
Excellent intelligent routing for customer service
Omnichannel support across various channels
Great APIs and integrations
Easy-to-use backend environment
Access to a range of AI and bot tools
Can come with a learning curve due to the wide range of features
Might not be scalable enough for larger brands
Who is it Best For? ✅
If you’re looking for the perfect blend of simplicity and affordability, Freshdesk is a great choice. This help desk solution is both easy to use and convenient, with a range of tools to help you improve customer service.
Gorgias is a leading provider of help desk technology, designed to improve customer service on a massive scale. The solution already supports a host of leading brands like Steve Madden and RadioShack, ensuring teams can answer customer questions and deliver exceptional experiences in as little time as possible.
Gorgias enables teams to centralize all support requests in one place, so it’s easier to track what might still need attention. You can edit the order of tasks and apply descriptions to help improve your chances of team organization. There’s also access to a system for aligning and integrating multiple storefronts, so you can work faster across your entire organization.
The Shopify integration is perfect for Shopify store users and comes with all the features you need to run an effective store, including rule-based automation based on customer intent, and an easy-to-use backend with no learning curve to worry about.
There are various prices available for Gorgias customers, starting with a basic plan for $50 per month, with access to 350 monthly tickets. You’ll pay another $25 on this plan for each 100 extra tickets. After that you’ve got the:
- Pro plan: Starting at $250 per month with support for 2,000 monthly tickets and another $25 for every extra 100 tickets
- Advanced plan: Around $625 per month with access to 5,000 monthly tickets, and $14 for each extra 100 tickets.
- Enterprise: The custom plan allows you to build the service you need using the Gorgias team to guide you.
Fantastic multi-channel issue tracking
Great backend environment for organizing tickets
Suitable for automation to improve customer service
Easy-to-use technology with minimal learning curve
Direct integration with Shopify
Unified ticket management
Can get expensive quite quickly
May be a little too extensive for smaller brands
Who is it Best For? ✅
If you’re running a store across multiple online channels and you need to keep your team aligned for customer service purposes, Gorgias has you covered. The technology can align all of your store landscapes in one easy-to-use space.
👉 Read our Gorgias review.
Richpanel is a customer support, and CRM solution designed explicitly for eCommerce brands. It aims to help you drive conversions and increase the lifetime value of your customers.
The software was purpose-built for Shopify users but also integrates with WooCommerce and Magento.
Since its launch in 2020, Richpanel has attracted over 1500 customers. With self-help resources like AI-directed chat conversations, your customers can solve most of their concerns independently. They can also log into their own customer portal to track their tickets.
On top of this, you also get access to an agent-friendly CRM that helps your team respond to queries quicker and more effectively. In addition, Richpanel comes with a range of workforce management features and allows you to review agent performance to help you pinpoint issues and make improvements accordingly.
Richpanel comes with four pricing plans, the first of which is free. This permits you to have up to 100 conversations with clients via email and live chat. In addition, you get access to the mobile app, the self-service portal (with up to 15 scenarios), and the multi-channel inbox. Unfortunately, the free plan is only available for Shopify.
After that, you can opt into one of their premium plans. You can choose between monthly or annual billing for each program. The latter saves you the equivalent of two months each year.
For $300 per month, you unlock 1000 monthly conversations, the WooCommerce integration, Facebook and Instagram integrations, and team performance reports.
Then, for $600 per month, you’ll get SMS, and Whatsapp messages, the Magento integration, phone support, and you can generate revenue analytics reports. It also includes 2,000 conversations per month.
Finally, for $900 per month, you get multi-store and multi-brand support, onboarding and migration support, and up to 5,000 conversations monthly.
An enterprise solution is also available upon speaking to Richpanel’s sales team.
- All paid plans support unlimited agents – there’s no per-agent pricing
- There’s a free plan for Shopify users
- 24/7 customer support is available via email, live chat, and phone.
- You get access to advanced team performance analytics.
- If you have a smaller team, pricing can be pretty expensive to start with
- Richpanel is still young, and in some areas, like emailing and reporting, they’re still expanding their features
Who is it Best For? ✅
Richpanel is best suited to eCommerce brands that want to train their team of agents to become more efficient at customer service. This is handy for freeing up their time to focus on more money-making activities.
Right now, the platform is still expanding. However, it already looks promising to become a leading helpdesk solution on the market. With unlimited agents on paid plans, Richpanel is also an affordable option for extensive customer support teams. Similarly, it’s a cost-effective solution for brands starting out on Shopify who want a free solution.
HelpDesk advertises itself as a simple ticketing system for growing and flexible teams. With this convenient technology, companies can easily manage a host of customer messages in a single, unified environment. There’s even a fourteen-day free trial, so you can test the functionality. HelpDesk comes with a single ticketing system for keeping your messages located in same place.
You can group tickets together based on specific filters and create custom ticket lists. There’s also access to a range of tags for helping you to highlight which tickets are most important. You’ll even be able to set up private notes in message threads for teams who might need extra help navigating difficult customer service strategies.
The full HelpDesk environment comes with a range of automations for optimizing customer support. From canned responses to new ticket notifications and automated assignment, HelpDesk is packed with intelligent service features.
The price for HelpDesk is extremely reasonable, starting at around $4 per month for the starter package for simple ticket management if you pay on an annual basis. There’s a “Team” ticketing system for $19 per month, or an Enterprise solution if you need custom functionality.
The HelpDesk solution comes with access to a free trial too, so you can test the performance of the technology for fourteen days without spending anything.
Excellent range of inbox management tools
Lots of automation options for streamlined operations
Free trial for testing functionality
Tags and notifications
Suitable for growing teams
May be a little basic for larger companies
Limited customer support
Who is it Best For? ✅
If you want a simple and convenient way to track customer service interactions from a range of different platforms in one convenient space. There’s easy integration with a range of tools, including Shopify, so you can get started in no time.
Easily one of the better-known help desk software options on the market today, Zendesk is a state-of-the-art solution for all kinds of ecommerce sellers. The technology works seamlessly with Shopify, to help you power your customer service strategy. In fact, Zendesk already supports over 300,000 retailers on Shopify, achieving 170k monthly conversions, and more than $20 billion sales.
The Zendesk ecosystem comes with a range of products to help you serve your customer, including a comprehensive support and sales suite, talk, chat, and sell tools, and collaboration functionality to keep your hybrid sales teams connected.
Omnichannel support means you can reach your customers on the channels they choose. There’s also high-level reporting, metrics, and data analysis capabilities to enjoy too. All of these features make Zendesk one of the most comprehensive options for customer service and support on the market today.
When choosing your pricing package for Zendesk, you’ll be able to opt for either the sales, or service side of the application. You’ll want “service” for help desk functionality. The plans for everyone section starts with pricing at around £39 per month for a suite of team tools, including email, voice, live chat and SMS support, and an industry-leading ticket system.
If you want access to multiple help centre solutions and extensive automations, you’ll need Suite Growth, for at least £65 per month per agent, or Suite Professional for £79 per month per agent.
The “Plans for Enterprise” section offers access to comprehensive pricing packages specifically for the Enterprise environment. Prices start at around £120 per agent per month and increase to £175 per agent per month depending on the features you need.
Extensive all-in-one service and relationship management
Great range of sales and support tools
Suitable for larger teams and enterprises
Wide range of pricing packages
Automation and workflow features
Can be very expensive for bigger packages
Sales and service tools are separate
Who is it Best For? ✅
If you’re looking for a comprehensive enterprise tool, designed to support all kinds of modern teams, Zendesk has you covered. The technology is some of the best on the market, and it’s perfect for growing brands with a focus on customer support.
Choosing Your Shopify Help Desk Software
A Shopify ecommerce help desk is an excellent way to ensure your support team can help customers on a regular basis. With the right Shopify app, you can offer your customers more than just FAQ, or social media messenger support for your online store. Help desk apps give you the power to align your support agents and develop deeper insights into customer data.
You can even integrate many of the help desk options above with CRM information, so your customer support team can use personalized strategies to guide customers through the checkout.
If you’re trying to run a successful ecommerce store, help desk apps will help with accessing everything from order details to customer data in real-time. This ensures you can give your clients the kind of support they need on a range of communication channels. You can even use help desk technology to build on self-service options like knowledge base articles, and design your own customer service app.
We’ve covered a handful of options here, but there are other tools for pop-up and point of sale support, like UVdesk, Amaze, and many others, so feel free to do your own research.