Prioritize effective setup
Investing time upfront ensures your Helpdesk works for you, not against you. Taking time at the start to configure your setup makes it easier to reply quickly, keep conversations organized, and report on performance with confidence.
Configure email forwarding
Make sure all customer emails funnel into Helpdesk so you're not chasing messages across multiple inboxes. Forwarding your support address into Helpdesk centralizes communication and prevents issues from slipping through the cracks. Note that configuring email forwarding can vary for different email providers.
Connect your ecommerce tools
Integrating with Shopify and Recharge is an extra step that pays off. These integrations let you manage orders and subscriptions directly in the ticket view, so you can answer customer questions more accurately and resolve queries without switching tools.This not only saves you time but also helps you provide better, more personal service.
Create macros and tags
Macros help you reply faster while still sounding thoughtful. Add personalization fields (like customer first name or order number) so your replies stay human, not robotic. Tags, on the other hand, help you keep your inbox organized for easy reporting and monitoring. For example, tagging tickets as "Returns" or "VIP" gives you an easy way to filter your inbox or measure how often those issues come up.
Stay organized with views
An unstructured inbox can get overwhelming fast. Views let you filter and prioritize tickets so you can respond faster and focus on what matters most, ultimately increasing customer satisfaction.
Use views to prioritize tickets
Create views for categories like urgent issues, returns, or VIP customers so you don’t waste time scrolling through your entire inbox. Custom views give you a clearer picture of what needs attention first. For example, create a view for “Unassigned tickets” to quickly see what still needs attention, or use a “Today’s follow-ups” view to stay on top of snoozed tickets.
Keep your views lean
Stick to a handful of high-value views that you use every day. Too many custom views can create clutter and defeat the purpose of staying organized. As a rule of thumb, keep 3-5 active views and retire any that you don't check regularly.
Use customer data for personalization
Helpdesk surfaces data from Klaviyo, like past orders, churn risk, and predicted next order date, right inside each ticket. With this context at your fingertips, you can personalize your responses, build loyalty, and resolve issues more effectively.
Anchor your replies in customer context
Instead of asking customers for details they’ve already shared, reference the event timeline or recent orders surfaced by Helpdesk. This not only saves time, but also shows customers you value their history with your brand.
Balance speed with empathy
Even when using macros, add a personal note that reflects the customer’s specific order or interaction. It shows you’re not just copying and pasting responses, and makes sure customers know that you care.