Customer sidebar
Know the customer before you reply.
Priya Raman
priya.r@example.com
Orders
Stoneware mug × 1 · Delivered
In transit
Refund #1038
Nothing has changed yet
- Stoneware mug × 1
- $20.00
- Refund to card
- $20.00
An internal note records what ran, and who ran it.
Beside each ticket sit the customer's contact details, their Shopify orders, their earlier tickets and any data your other systems attach. Fix the order from there too.
- Shopify orders
- Earlier tickets
- Customer notes
- Your own fields
- Data from your API
Why it matters
The facts before the reply
Asking the customer for their order number
Their orders already on screen
Matched to your store by email address.
Switching tabs to refund an order
Refunds and replacements from the ticket
Planned, shown in full, then run when you confirm.
Notes about a customer lost between tickets
Notes that stay with the customer
A note on the customer is there the next time they write.
What they bought, beside what they asked
Connect your Shopify store and each customer's orders, totals and delivery status sit in the sidebar of their tickets, refreshed as orders change.
Refund an order, cancel it, send a replacement, change the shipping address or resend the order email from the ticket. The helpdesk reads the order again, shows exactly what will change and runs it only when you confirm.
Priya Raman
priya.r@example.com
Orders
Stoneware mug × 1 · Delivered
In transit
Refund #1038
Nothing has changed yet
- Stoneware mug × 1
- $20.00
- Refund to card
- $20.00
An internal note records what ran, and who ran it.
One customer, every address they write from
Each sender becomes a customer, matched by email address. A customer can have several addresses, and two records for the same person can be merged into one, tickets and all.
A note on a customer stays with the customer, so it is there the next time they write.
Maya Okafor
Customer since Mar 2025 · 4 tickets
Writes from
- maya.okafor@example.comPreferred
- m.okafor@example.net
Note
Prefers email. Wholesale enquiry in spring.
Data from any system you run
Not on Shopify, or keeping data elsewhere? Any system can attach data to a customer through the API: orders from another store, a subscription from your billing app, a loyalty tier.
Add fields of your own, such as reason for contact or product, to tickets and customers. Views, rules and reports can all use them.
curl -X PUT https://cs.growthdept.ai/api/customers/7311/data \
-u "$HELPDESK_EMAIL:$HELPDESK_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"data": {
"orders": [
{ "name": "#1042", "placed": "2026-10-29",
"total": "64.00", "currency": "USD",
"status": "in_transit" }
],
"loyalty_tier": "Gold"
}
}'Answers start with the facts
No more asking for the order number
The customer's orders are already beside the ticket, matched by their email address.
Money actions need the right role
Refunds, cancellations and free replacements need an admin unless your store settings let agents run them.
A note of every action
Each action adds an internal note to the ticket, and every plan and outcome is logged.
Order details in macros
Macros can fill in the latest order number, its status and its tracking link.
Questions
Put the order beside every email
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
What 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 our order system open a ticket when a parcel is returned to sender?
Create the ticket with the customer's email, a subject and a first message, and tag it in the same call.
REST APISee 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 howHow do two agents avoid answering the same email?
The ticket shows who else has it open, and an agent assigns it to themselves before replying.
Shared inboxSee 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