Everything you need to get the most out of Reply Desks.
Connect a store
Settings → Stores. Connect Shopify to see orders, issue refunds and store credit right inside a conversation.
Connect your email
Settings → Email. Link Gmail or Microsoft (or your own SMTP) so customer emails land in your inbox and replies go out from your address.
Invite your team
Settings → Members. Add teammates as agents or admins. The green dot shows who's online.
Create macros
Workflow → Macros. Save replies you send often and insert them in one click, with variables like {{customer.name}}.
Reply and close
Open a ticket, write your reply or pick a macro, then Send. Send & close answers and marks it done in one step.
Log an issue
From a conversation, use Log issue in the customer sidebar to record an out-of-stock, refund, dispute and more into CS Ops, so nothing slips through.
At the end of your shift, open Close shift and press the button. Reply Desks counts your work for you. You just add your hours and any notes.
It counts what you replied to. The numbers are automatic: the distinct tickets you actually replied to, plus refunds, escalations, disputes and more. Nothing to tally by hand.
From your last close. It counts everything since the last time you closed (your whole work session), not a fixed calendar day. The start time shown is your first reply.
Overnight shifts just work. Working past midnight, or in any country/timezone? It still counts as one shift. Close once when you finish; next time you start replying, a new shift begins.
Tip: add your shift hours and notes (blockers, angry customers, anything unusual) before you close. Your manager sees them.
Emails sent to your connected address open (or thread into) a conversation automatically. Customers can also track their request through the link in your replies.
Yes: open a conversation for a connected Shopify store, open the order in the sidebar, and use Refund or Store credit. The action is applied in Shopify and logged on the ticket.
Click your profile avatar at the bottom of the left rail and turn off Available. Your dot turns grey for the rest of the team.
New tickets can auto-assign (round-robin or to one person), configure it in Workflow. You can always reassign from the ticket header.
Yes. Use the translate control above the reply box to read the customer in your language and send your reply in theirs. It remembers your choice per conversation.
Click Escalate on the ticket to send it to a manager. They review it in the Questions inbox and reply with a decision: full refund, a percentage, a set amount, or a return address.
Yes. In Settings → Data you can import your macros and full conversation history, then connect Shopify so order context shows up straight away.
Yes. Use the EN/PT switch in your profile menu or on the sign-in page. The whole app, including labels and toasts, switches language instantly.
Tip: press N anywhere to start a new ticket.