Customer support for growing Shopify brands

Growing Shopify brands scale support by letting software take the repetitive part: an AI agent for routine questions, rules that sort and assign tickets, and saved replies for everything else. Hushdesk does all three in one inbox, so the people you do hire spend their time on conversations that need judgement.

Prepare about two weeks ahead. Write saved replies for the questions the sale will cause, set SLA targets and holiday hours, build rules that route parcel problems to the right people, and run the AI in Copilot on campaign topics. Check the last campaign’s Busiest times report to plan who is online.

Round-robin assignment hands each new ticket to the next available agent in a team, so work spreads evenly. In Hushdesk it picks the online team member with the fewest open tickets and skips anyone at the open-ticket limit you set. Rules and auto-assignment come with Starter and higher plans.

An SLA, or service level agreement, is a target time to reply to or resolve a ticket, such as a first reply within four business hours. Hushdesk counts SLAs in your business hours and holidays, pauses the clock while you wait on the customer, shows a countdown on every ticket and reports breaches.

Customer messages always arrive, and nothing is charged automatically. Over the conversation limit, replies pause until you change plan or the month resets; over the AI limit, the AI goes back to drafting. Meters on Home and in Billing turn amber at 80 %, so the limit is never a surprise.

No, Hushdesk never upgrades your plan or adds charges on its own. Plans are flat monthly prices with hard caps. The only possible extra charge is AI answers above your plan’s cap, and only after an owner raises that cap: each extra AI answer costs $0.30, up to the limit the owner chose.

Yes, within limits you set. The AI Agent answers the topics you allow on its own, up to a daily cap of automatic replies (100 by default, adjustable up to 2,000) and your plan’s monthly AI answers. Anything over a cap, or outside the allowed topics, gets a draft for your team instead.

Start with the SLA, Busiest times and Agents reports. The SLA report shows where you answered late, Busiest times shows the hours and days messages arrive, and Agents shows how the work was shared. All ten reports are on every plan and filter by date, channel, agent, team and tag.

A rule has a trigger, conditions and actions. It runs when a ticket is created, a customer or agent replies, or a set time passes. It checks fields such as channel, tags, subject, message words, priority or detected intent, then assigns, tags, sets priority, snoozes, adds a note, sends a macro or merges duplicates.

Move up when your conversations or AI answers regularly pass 80 % of Starter’s monthly caps of 1,000 conversations and 150 AI answers. Growth includes 5,000 conversations and 600 AI answers for $99 a month. Seats are unlimited on both, so hiring is never a reason to change plan.

Yes, with a rule. The merge action folds a new ticket into the same customer’s newest open ticket from the last hours you choose, so a shopper who emails and then writes again about the same order does not create two tickets for two different people to answer.