Customer support by Growth Dept
Every customer email, answered with the order in view.
Growth Dept Helpdesk turns your support mail and contact forms into tickets, puts each customer's Shopify orders beside them, and sends every reply from your own address.
Ticket #4182 · help@demostore.example
Order #1042 said 3 to 5 days and it has been a week. Can you check where it is?
A rule tagged it shipping and assigned Orders
#1042Oct 29$64.00
Hi Maya, your order is at the carrier's regional hub and we've asked them to trace it. We'll write again by Thursday.
Sent from help@demostore.example in the same thread · snoozed until Thursday
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Works with
Built on the tools your store already uses
- Gmail
- Google Workspace
- Shopify
- Any mail host, by forwarding
- Your contact forms
- Slack, through webhooks
- REST API
- Import from your current helpdesk
Get to know the helpdesk
Made for stores that answer customers by email. Rules sort the routine mail, so people can answer the rest.
The order beside every email
PRPriya Raman
priya.r@example.com
Orders
#1038Oct 26$20.00Stoneware mug × 1 · Delivered
#1042Oct 29$64.00In transit
RefundReplacementCancelRefund #1038
Nothing has changed yet
- Stoneware mug × 1
- $20.00
- Refund to card
- $20.00
Refund $20.00ConfirmAn internal note records what ran, and who ran it.
Every address, one queue
GmailForwardingContact formAPIInboxReplies you write once
shipShipping delay
Tags shipping, assigns Orders
Shipping to Canada
Tags pre-sale
Hi Maya, thanks for waiting. Your order is with the carrier and we have asked them to trace it.shippingTeam: OrdersNumbers you can check
- Median first reply
- 1h 02m
- Closed
- 398
- Satisfaction
- 4.4 / 5
Tickets created per day
MonTueWedThuFriSatSunEvery rate is worked out from the counts under itExport CSV
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Helpdesk + API
The inbox and the API run on one engine
Every screen in the app reads and changes tickets through the same REST API your scripts call, so whatever an agent can do, your own code can do too.
One inbox, with the store beside it.
Learn more- One queue for every addressGmail mailboxes, forwarded addresses and contact forms in one inbox.
- Shopify orders in the sidebarOrders, totals and delivery status beside each ticket.
- Collision warningsSee who else has a ticket open before you reply.
- Order actions from the ticketRefund, cancel or replace, with a check of what will change.
- Macros with fill-insSaved replies that tag, assign and set status as they go.
- Rules that act firstTag, route, snooze or answer new tickets before anyone opens them.
Your data, open to your code.
Learn more- Compatible with Gorgias's REST APISame paths, field names and pagination, so existing scripts keep working.
- HTTP webhooksTicket changes posted to your URL, signed and retried.
- CSV on every reportDownload any table with the counts behind each rate.
- Import from GorgiasTickets, customers, macros, views and rules come with you.
- An export when you leaveOwners download every ticket and customer as a file.
- Walled off per helpdeskThe database limits each request to one helpdesk.
A week in support
Questions it answers in a week
Each card opens the part of the helpdesk that handles it.
Which customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howWhat did this customer order, and has it shipped?
Their earlier tickets and their Shopify orders sit beside the conversation, and a refund or replacement starts from the ticket with a check before it runs.
Customer sidebarSee howCan we stop typing the same shipping-delay answer forty times a day?
Pick a macro and the reply fills in the customer's first name and yours, then tags the ticket and hands it to the right team.
MacrosSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howHow long did customers wait for a first reply last week?
Median first reply and resolution times by day, agent, team, tag and channel, with the tickets behind each number.
ReportsSee howOur support address isn't on Gmail. Can we still use it?
Forward the address to the helpdesk's own forwarding address. Replies go out with your support address as the reply-to.
ForwardingSee howWhich agents and topics get the best scores from customers?
Each closed ticket can send a one-question survey. Scores and comments roll up by agent and by tag.
Satisfaction surveysSee howWhat happens to two years of tickets if we switch helpdesks?
The import copies customers, tickets, messages, tags, macros, views and rules into your new helpdesk.
Moving from GorgiasSee how
Email first
Your support mailbox, kept in step
- minuteBetween checks for new mail in each connected Gmail mailbox
- 1
- daysOf past mail brought in when you connect a Gmail mailbox
- 30
- MBPer attachment, kept with the ticket it arrived on
- 25
Moving over
From your current helpdesk to this one in four steps
Create your helpdesk
Name your company and pick the address your team will use.
Company
Demo Store
Address
cs.growthdept.ai/app/demo-store
Create helpdesk
Moving from Gorgias
Same API, same history, a lower bill
Three facts about switching, each one checked against the product.
- 119/119API operationsRecorded from Gorgias's REST API and answered by ours
- 10kinds of recordsCopied by the import, from customers to rules
- 15%lower priceEvery plan is 15% below Gorgias's published helpdesk plan
Bring your support inbox over this week
Book a 45-minute call, or bring your history over from Gorgias with the import.
Built in
What holds for every helpdesk
These come from how the code is built, so no setting turns them off.
Each helpdesk is walled off in the database
Postgres row-level security limits every request to one helpdesk, under a role that cannot lift the limit. A key from one store never reads another's tickets.
The app and your code use the same API
The helpdesk's own pages read and change tickets through the public REST API, so anything an agent does on screen, a script with a key can do too.
Message text stays out of logs
Logs, jobs and events carry ids only.
Mailbox tokens encrypted
AES-256-GCM before they are stored.
Two-factor sign-in
Any account can add an authenticator app.
Deletion you can count on
A deleted helpdesk's data is gone 30 days later.