Industry · Food and drink
Support for food and drink brands, where timing matters.
Perishable orders turn a late reply into a lost parcel. Put unshipped address changes first and answer delivery questions with the order already open.
SASofia Alvarez
I won't be home Friday. Can my order go to my office?
Triage marked it high: it mentions a new address
ARAna RuizMacro: Address updated
No problem, Sofia. Your order will go to your office address, and a new confirmation is on its way.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “Can it go to a different address?”
- “When will it arrive?”
- “It arrived damaged”
- “Can I skip this delivery?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
Time-sensitive tickets first
Triage scores open tickets by what the customer wrote and how long they have waited in your business hours.
Open tickets, by triage scoreBusiness hoursUrgent86Wrong item sent, need it by FridayVIP customerReply overdueWaiting 3h 10mHigh64Charged twice for order #1040Mentions charged twiceWaiting 1h 05mNormal38Swap a medium for a largeExchangeWaiting 20m - 2
Change the address from the ticket
Change the shipping address and resend the order email without leaving the conversation.
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.
- 3
Delivery answers in one click
Macros fill in the order number and tracking link for delivery questions.
shipShipping delay
Tags shipping, assigns Orders
Shipping to Canada
Tags pre-sale
Tracking link
Closes the ticket
Macro text
Hi {{ticket.customer.firstname}}, thanks for waiting. Your order is with the carrier and we have asked them to trace it. We will write again by Thursday.
{{current_user.firstname}}
Also does
- Add tag shipping
- Assign team Orders
Preview for this ticket
Hi Maya, thanks for waiting. Your order is with the carrier…
The parts of the helpdesk doing the work
Order actions
Refund, cancel, replace or change the address from the ticket. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more
Rules
Tag and route new tickets before anyone opens them. Learn more
Reports
Volume and reply times by tag, team and hour. Learn more