Best Ticketing System For Shopify in 2021

Lavender Nguyen
Lavender Nguyen
Last updated on 
February 18, 2021
February 18, 2021
Best Ticketing System For Shopify in 2021

Shopify offers online merchants a selection of 93 helpdesk apps (a.k.a ticketing systems) to handle customer support. Each of them claims to improve sales and help stores grow, but sadly, not all of them work.

To help you out, we highlighted 8 ticketing system options for Shopify stores in this post.

But before that, let’s learn what to consider when searching for a ticket management solution. Only until you understand these factors, you can know if your choice is right or wrong. 

Questions to ask when finding a ticketing system for Shopify

It can be challenging to know which helpdesk is the best among all the top Shopify apps. All too often, we just don’t have the time to test many options. We just follow what others say is “best” and end up realizing it doesn’t fit our ecommerce business.

Remember, the most important factor in choosing the right ticketing system for Shopify is the level of integration of that app with this ecommerce platform. You have to make sure your entire ecommerce tech stack works together tightly, or you'll end up frustrated from switching tabs and copy/pasting information between your tools.

Before searching for any ecommerce helpdesk, ask yourself:

  • Do you need an ecommerce-focused ticketing system or any one-size-fits-all software?
  • Do you want a helpdesk that gives you only ecommerce integrations or one that offers you 1,000 third-party apps without focusing on ecommerce?
  • Which features do you expect from your ideal helpdesk? Ticket management, automation, rules, canned responses, etc.?
  • Is support from the developer team important to you? Do you want them to be available via email and phone whenever you reach out to them? 

Once you answer these questions, you can narrow down the options list and find it much easier to identify the best helpdesk you’re looking for. 

8 ticketing system for Shopify to consider

Below are 8 ticketing systems you might want to consider integrating with your Shopify store. Use the criteria above to determine which one is the best!

1. Gorgias

Shopify app: Yes. 

Mobile apps: Android and iOS. 

Pricing: Starter plans are $10/mo. Five pricing plans are available. 

What it is: A live chat and helpdesk ticketing system designed to help online merchants grow their business faster and quicker. Gorgias is known for its laser focus on ecommerce and tight integration with Shopify. It’s easy to install and use—almost no learning curve. 

What makes Gorgias the best ticketing system for Shopify:

  • With Gorgias and Shopify, you can create a seamless omnichannel customer experience. Gorgias collects all support tickets across different channels and centralizes them in one place, making it easier for you to talk with Shopify customers. Email, phone, SMS messaging, and social media (Facebook, Messenger, Twitter, or Instagram)—Gorgias got you covered.
  • Create pre-made templates for later use. Free to include customers’ variables from your ecommerce store like their first name, last order number, shipping details, and more into templates. 
  • Create rules to answer common questions like “Where is my order?” automatically and instantly. You can even make highly-personalized answers by combining rules and pre-made templates. 
  • Support the auto-completion feature to make it faster to complete an answer that you’re beginning to type. This automation feature also helps streamline the workflow for your support agents. 
  • Up to 600 one-click integrations focused on ecommerce to ensure that you can easily get your business’ data into Gorgias without hassle. Want to create pop-ups with Yotpo, respond to Amazon inquiries with ChannelReply, or set up payment methods for the checkout page with Stripe instead of PayPal? You can do all of these tasks in Gorgias. 
  • And many more.

Click here to learn more about Gorgias Shopify Helpdesk. 

2. Zendesk Support

Shopify app: Yes. 

Mobile apps: Android and iOS. 

Pricing: Zendesk Support comes in five different plans, starting with the Essential at $5/month/agent and going up to the Elite at $199/month/agent if paid annually. All the plans except Elite come with a 30-day free trial.

What it is: Developed by the customer relationship management (CRM) giant Zendesk, Zendesk Support is an omnichannel customer service and engagement platform. It focuses on helpdesk management, aiming to help your support agents be more productive.  

Features to note:

  • Ticket forms, conditional and custom ticket fields, SLA views
  • Guided mode, pre-defined ticket actions 
  • Contextual workspace and collaboration features

3. Freshdesk

Shopify app: No.

Mobile apps: Android and iOS. 

Pricing: Start from $15/month/agent. A free plan is available. 

What it is: If you’re looking for a helpdesk that provides almost the same features as Zendesk does, Freshdesk is your perfect choice. Some people even call Freshdesk the “budget Zendesk.” 

Features to note:

  • Prioritize, categorize, and assign tickets to agents
  • Convert customer issues from any channel into tickets 
  • Designed for team collaboration and agent productivity 
  • Collision detection, smart notifications, AI-powered ticketing 

4. Help Scout

Shopify app: No.

Mobile apps: Android and iOS. 

Pricing: Start from $20 per user per month, billed annually. Three pricing plans are available. 

What it is: Help Scout is a web-based customer service solution focusing on shared inbox, knowledge base, and real-time chatbot. One of Help Scout’s most interesting features is Beacon, an all-in-one chatbot that allows you to recommend relevant content to customers and collect personal information.

Features to note:

  • Customer properties to enrich customer profiles with custom attributes
  • Automated workflow, Beacon with live chat widget, HIPAA compliance, and more 
  • API and more than 50 integrations 

5. Kayako

Shopify app: No

Mobile apps: Android and iOS 

Pricing: Start from $15 per agent per month. Three plans are available. 

What it is: Kayako is customer service software that can be installed on-premises or accessed from the cloud. Mostly used by many Fortune 500 companies, Kayako might not be a good choice for online stores as well as small and medium businesses. 

Features to note:

  • Multichannel support including email, live chat, Twitter, and Facebook
  • Help Center analytics to track how customer search for content in the Help Center
  • Automation, self-service, canned responses, intelligent search suggestions 

6. LiveAgent

Shopify app: No

Mobile apps: Android and iOS.

Pricing: Start from $15/agent/month. A free plan is available. 

What it is: LiveAgent is a multichannel live chat software for small and medium businesses. If you’re already using live chat apps like LiveChat, you’ll get familiar with LiveAgent quickly. 

Features to note

  • Support multiple communication channels and nearly 200 features 
  • Ticketing system features include universal inbox, automated ticket distribution, rules, tags, business hours, and more

7. Re:amaze

Shopify app: Yes. 

Mobile apps: Android and iOS. 

Pricing: Start from $20 per support team member per month. 

What it is: Reamaze is an easy-to-scale helpdesk solution for small and medium businesses as well as SaaS startups. It provides some specific features tailored to Shopify merchants; however, it’s not deeply integrated with Shopify and Shopify Plus. 

Features to note

  • Unlimited email inboxes
  • Public/Internal FAQ, status page 
  • Live view of website visitors 
  • Custom hosted domain 

8. UVdesk

Shopify app: Yes.

Mobile apps: Not supported.

Pricing: Start from $11/agent/month. A free plan is available. 

What it is: UVdesk is an open-source helpdesk system for ecommerce. It offers multichannel supports, including email, social media channels, marketplaces, forms, and FAQs. Apart from that, UVdesk supports more than 50 third-party integrations such as translation apps and seller central messaging apps. 

Features to note

  • Integrate with multiple marketplaces like Amazon, eBay, Etsy
  • Design contact form, feedback form, suggestion form 
  • Automate workflow with rules, agent privileges, and saved replies 

Time to decide!

No matter which ticketing system you choose for your Shopify store, as long as it brings you good results, it’s okay. 

It’s because not all helpdesk software is the best, and each of them serves well in different cases. 

Use this list above as an inspiration to find the right solution for your business. And if you're building an ecommerce store for the first time, check out our list of 150+ top ecommerce tools for more suggestions.

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