Helpdesk

Helpdesk for Shopify stores, on every Chatty plan

Chatty Helpdesk is a ticket helpdesk for Shopify stores, built into the same Chatty app as the AI sales agent and live chat. It is included on every Chatty plan, including Free. Customer emails and Inbox chats become tickets with a priority, an assignee and a status your team works through.

Install Chatty free Read the Helpdesk guide

Helpdesk

All
Assigned to me
Unassigned

Status

Open
Pending
Snoozed
Resolved
Spam
Trash

Open tickets

New ticket

Refund request for order 1042
High
[email protected]
Email, Unassigned
Package marked delivered but not received
Critical
[email protected]
Email, Alex
Exchange for a smaller size
Medium
[email protected]
Manual, Maya
Question about wholesale pricing
Low
[email protected]
Email, Unassigned

Refund request for order 1042

[email protected]

High

Status: OpenAssignee: Unassigned

Hi, I'd like a refund for order 1042. The jacket arrived in the wrong color.

ReplyInternal noteForward

Thanks for letting us know. We're checking order 1042 now.

Send and close

Send and snooze

Send

Illustration of the Helpdesk ticket list and reply box. Example tickets, not customer data.

How it works

What Chatty Helpdesk does

Helpdesk opens from the left navigation in Chatty and works the same on every plan.

Customer email becomes a ticket

Turn on Helpdesk ticket mode for a connected email address in Settings > Channels > Email. Email that arrives at that address afterwards opens as a Helpdesk ticket instead of an Inbox conversation. You choose it per address, so a support inbox can run as tickets while another address stays in Inbox.

Turn incoming email into tickets

Tickets with a priority and an owner

Every ticket has a subject, the customer's email, a channel (Email or Manual), a priority of Low, Medium, High or Critical, and an assignee, or Unassigned until someone picks it up. Click New ticket to log a request by hand.

Find or create a ticket

Views and statuses for the whole queue

Filter the queue by All, Assigned to me or Unassigned, then by status: Open, Pending, Snoozed, Resolved, Spam or Trash. Resolved is the closed list, so finished tickets leave the open queue.

Ticket views and statuses

Reply, close or snooze in one step

Reply from the ticket and choose how it ends: Send keeps it open, Send and close resolves it, Send and snooze parks it. Leave an internal note your team can see and the customer cannot, or forward the ticket to another address.

Reply, add a note or forward

Turn a live chat into a ticket

When a chat needs follow-up, open the menu on the conversation header in Inbox and click Convert to ticket. Set the priority, add an internal note for context, and the conversation moves to Helpdesk. Replies on the ticket still reach the customer. Available in the desktop app.

Convert a conversation

AI agent feedback in the same place

The Chatty AI agent page has a View AI Feedback in Helpdesk button, and Inbox has Open in Helpdesk. Your team moves between the AI agent, live chat and tickets without leaving the app.

Helpdesk introduction

At a glance

What's included and what's not yet

Chatty Helpdesk covers the core ticket workflow for a Shopify store. It does not yet include SLA policies, macros, automation rules, helpdesk reports or tickets from social and messaging channels.

Chatty Helpdesk capabilities, October 2026
Capability	Chatty Helpdesk	Details
PlansEvery plan, including Free. No separate Helpdesk fee.	Included	Every plan, including Free. No separate Helpdesk fee.
Email ticketsHelpdesk ticket mode, turned on per email address	Included	Helpdesk ticket mode, turned on per email address
Manual ticketsNew ticket with subject, customer email and first message	Included	New ticket with subject, customer email and first message
PriorityLow, Medium, High, Critical	Included	Low, Medium, High, Critical
Assignee and viewsAll, Assigned to me, Unassigned	Included	All, Assigned to me, Unassigned
StatusesOpen, Pending, Snoozed, Resolved, Spam, Trash	Included	Open, Pending, Snoozed, Resolved, Spam, Trash
RepliesSend, Send and close, Send and snooze	Included	Send, Send and close, Send and snooze
Internal notes and forwardingNotes stay hidden from the customer	Included	Notes stay hidden from the customer
Chat to ticketConvert to ticket from Inbox, desktop app	Included	Convert to ticket from Inbox, desktop app
SLA policies	Not yet
Macros	Not yet
Automation rules	Not yet
Helpdesk reports	Not yet
Automatic tickets from WhatsApp, Instagram or MessengerMessages from these channels arrive as Inbox conversations	Not yet	Messages from these channels arrive as Inbox conversations

Chatty Helpdesk FAQ

Yes. Chatty Helpdesk is built into the Chatty app for Shopify, in the same app as the AI sales agent and live chat. Open it from Helpdesk in the left navigation. Each ticket has a subject, the customer’s email, a priority from Low to Critical, a status and an assignee.

Yes. Helpdesk is available on every Chatty plan, including Free, and is not billed separately. Chatty plans differ by how many AI conversations they include, not by access to Helpdesk.

Yes. Go to Settings > Channels > Email, open the email address and turn on Helpdesk ticket mode. Email that arrives at that address afterwards becomes a Helpdesk ticket instead of an Inbox conversation. The setting is per address, and email already in Inbox stays a conversation.

Yes, on desktop. Open the conversation in Inbox, open the menu on the conversation header and click Convert to ticket. Pick a priority, add an internal note if your team needs context, and click Convert. Replies then happen in Helpdesk and still reach the customer.

Gorgias and Zendesk are standalone helpdesks built for support teams that run on macros, rules, SLAs and detailed reporting. Chatty Helpdesk covers the core ticket workflow (email tickets, priority, assignee, statuses, internal notes, forwarding and chat-to-ticket) inside the same app as the Chatty AI sales agent and live chat, at no extra cost. It fits Shopify stores that want tickets without adding a second support tool.

Partly. Convert to ticket is only on the desktop conversation header, so turning a chat into a ticket is not available in the Chatty phone app. The Helpdesk guides describe the desktop workflow.

Tickets, live chat and an AI sales agent in one app

Helpdesk is included on every Chatty plan, including Free.

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