Helpdesk.

A full conversation per request, with everything your team needs to sort and follow it.

• Thread, internal notes, and @mentions
• Statuses (and your own labels), priorities, types, categories, tags, and custom fields
• Merge, split, and link tickets, or save one as an article

One inbox in the admin sidebar, built for answering fast.

• Saved views, live refresh, and reply drafts kept per ticket
• Change status, priority, assignee, or tag on many tickets at once
• Canned replies that can also set status, priority, and a tag
• Suggest reply drafts an answer with your site's assistant

Get each request to the right person, and pass it on without losing context.

• Round-robin, fewest open tickets, or by language
• A handover reassigns at once and needs a note for the next agent
• Teams, and an optional email to the customer

Targets in business hours, and rules that do the follow-up for you.

• Response targets that pause while a ticket is pending or on hold
• A breached target emails the assignee
• Automations remind quiet customers, raise untouched tickets, send mail, and emit events

Activation publishes ready-made support pages you can edit like any other page.

• /support, /my-tickets, /public-tickets, /request-sent, and a page per ticket
• Nine blocks, such as New ticket, Find a request, and Help with an order
• The Beacon theme is made for help centers

A Support button on your pages that answers questions before they become tickets.

• Searches public answers and sends a short request
• A greeting in every language your site uses
• Limited to certain paths, in either bottom corner

Signed-in customers and guests both get a clear way to follow their request.

• Guests get a private link by email; only its hash is stored
• Close, reopen, or rate a request, and attach files
• Signing in later with the same verified email keeps the tickets

You decide who may make a ticket public, and the public archive shows only what is safe.

• Customers may publish, only staff may, or everything stays private
• Mask an exact string before a reply is published
• One +1 per member on public tickets, and retention for closed tickets

Encrypt what should never sit in a mailbox: passwords, account numbers, documents.

• Staff and customers can mark a message or file as sensitive
• Left out of email and the public archive
• Every reveal is recorded, and the key never touches the database

Notices for every step, and replies by email that land on the right ticket.

• New ticket, reply, assignment, handover, solved, reminder, and @mention
• Agents choose their own mail, including a daily digest
• Inbound mail opens tickets or adds replies

Opening Helpdesk shows how support is going.

• Open, unassigned, and overdue tickets
• First-response median and 90th percentile, and satisfaction
• The last two weeks and the shop contact rate, with a CSV export

With Shop active, every ticket shows the customer's orders.

• Order number, status, total, items, and tracking, from every site in the workspace
• Guests find help for an order by number and email
• An optional ticket when a payment fails

On a multisite installation, the main site can support every other site.

• A Network tab with tickets from the other sites
• Sites escalate a ticket; the main site writes a note back
• Share the popup, and show the Support button in other sites' admin

Keep tickets in your site's database or in a separate PostgreSQL, MySQL, or MariaDB database.

• Move later with a backup, a full check, and a switch only when it matches
• The old copy stays in place

Keep spam and abuse out of the queue.

• CAPTCHA on the form, replies, Find a request, and the popup
• Blocked email domains and a limit on open tickets per customer
• Private file storage with type checks

Eleven helpdesk_* tools let AI agents and the admin assistant work tickets, with the same checks as the admin.

• List, read, create, update, reply, assign, hand over, merge, and publish
• Each tool warns the agent that ticket text is written by customers

Eight capabilities and a Support agent role, plus usage limits per site.

• Support agents read, reply, and assign without other site access
• Platforms set limits such as agents, tickets per month, and storage