Frequently asked questions

Reply Desks is a customer support platform for Shopify stores. Every customer email collapses into one conversation timeline, refunds and store credit are issued from inside the thread, and customers can follow resolution on a public, live order tracker.

Yes. Reply Desks is a leaner, self-hosted take on Gorgias built for Shopify stores. You can import your macros and full conversation history and connect Shopify in one click, so moving over doesn't mean starting from scratch.

Yes. Reply Desks connects to your Shopify store so a customer's orders sit right next to their messages. You can look up orders and customer details, and issue refunds or store credit without leaving the conversation.

Yes. Open the order in the conversation sidebar and use Refund or Store credit. The action is applied in Shopify and logged on the ticket. Refunds and store credit are both supported (store credit requires the customer to have a Shopify account).

Yes. Reply Desks is designed to be self-hosted, so your customer and store data stays on infrastructure you control. It's multi-tenant from the schema up, so a single deployment can serve multiple stores.

Yes. Reply Desks can summarize long threads, suggest replies, and translate messages, with drafts in the customer's language. AI features degrade gracefully and are metered per workspace, so they're an assist, never a requirement.

Yes. Each conversation gets a public, branded tracker page, Uber-style, that the customer can watch resolve in real time. The link is a private capability URL, so only people you share it with can see it.

Yes. You can read and reply across languages with one-click translation, pick any target language, and Reply Desks remembers your choice. The interface itself is available in multiple languages too.

Yes. Invite teammates as agents or admins, see who's online with live presence, and route new tickets automatically with round-robin or single-assignee assignment.

Create a workspace, connect your Shopify store and your email (Gmail, Microsoft, or your own SMTP server), and your inbox is live in minutes. Higher usage limits are available on paid plans.