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.
Inbox
Every customer email in one place. Reply, assign or snooze, with the Shopify order right beside the thread.
CS Ops
Track what needs follow-up: out-of-stock, refunds, disputes, parcels and end-of-day reports.
Questions
Agents escalate refunds and tricky cases here. Managers review them and reply with a decision.
Workflow
Automate the routine: assignment rules, macros, SLAs, tags and CSAT surveys.
Settings
Connect stores and email, invite your team, and set your workspace preferences.
How do customers reach me?
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.
Can I refund or give store credit?
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.
How do I set myself as away?
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.
How does assignment work?
New tickets can auto-assign (round-robin or to one person), configure it in Workflow. You can always reassign from the ticket header.
Can I reply in another language?
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.
What if I can't approve a refund?
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.
Can I move from Gorgias?
Yes. In Settings → Data you can import your macros and full conversation history, then connect Shopify so order context shows up straight away.
Can I use Reply Desks in Portuguese?
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.