Email, your store and several mailboxes
Partly availableHow mailboxes, Shopify stores and helpdesks fit together, which address a reply comes from, and when a second brand needs its own helpdesk.
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One helpdesk serves one brand. Its mailboxes, chats, contact forms, help centers and Shopify stores all belong to that helpdesk, and every ticket from any of them lands in the same inbox. You do not link a mailbox to a store: the customer's orders show beside every ticket, whichever address they wrote to.
Several mailboxes in one helpdesk#
Connect as many addresses as you answer from, each with Gmail or forwarding. Each one has its own sender name and signature.
Which address a reply comes from:
A ticket remembers the mailbox its mail arrived at, and replies go out from that one.
When more than one mailbox is connected, the reply box shows a From menu, so an agent can pick another for a particular reply.
A new ticket that names no mailbox, for example one created through the API, goes out from the Default sender. To change it, open another mailbox's settings in Settings > Email, tick Make this the default mailbox and save.
Contact forms and chats each name the mailbox their email replies come from, in their own settings.
Your Shopify store#
A helpdesk can connect one Shopify store or several, in Settings > Store; see Connect your Shopify store. With more than one, the customer panel on a ticket lists the customer's orders in each store. A store can belong to only one helpdesk at a time: connecting it elsewhere asks you to disconnect it from the first helpdesk.
Order lookups in chat use the store connected first when there are several.
The store name, domains, time zone and currency under Store details come from your organization's account page, where an organization admin changes them.
Two brands, or two countries#
Give each brand its own helpdesk when its team should see only its own tickets, or when it needs its own business hours, reports, macros or AI agent skills. Each helpdesk has its own channels and settings, and anyone who works in more than one switches between them from the top-left menu.
Keep one helpdesk with several mailboxes when the same team answers every address the same way, for example support@ and orders@ of one shop.
Related articles
- Connect your Shopify storeLink your Shopify store with the Growth Dept Helpdesk app, a custom app's token or Growth Dept's own connection, then turn on order actions.
- Connect a Gmail or Google Workspace mailboxConnect your support mailbox so its mail arrives as tickets within a minute and replies go out from Gmail in the customer's own thread.
- Forward a support address from any mail providerSet up forwarding from Outlook, Zoho or any other provider, see how replies are sent, and why no DNS records or domain verification are needed.
- Create your helpdeskGrowth Dept sets up each brand's helpdesk and invites its owner. What the owner does next, and how an owner or admin adds another helpdesk.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.