Helpdesk 2.0 is now available. The workspace is rebuilt to surface customer context, orders, and AI activity right where agents need them.

What's new

Customer timeline, redesigned Past conversations now live in a dedicated timeline next to the active ticket, with filtering and quick access to any prior interaction. The information was there before. It's now faster to navigate and easier to use as actual context.

Shopify orders with product image previews Recent orders now include product image previews alongside key details, so agents can identify what a customer is asking about at a glance instead of reading through line items.

Customizable Shopify metrics Choose which Shopify metrics appear in the ticket view and arrange them in the order that matters most to your team. Every agent sees the data points they actually use, front and center.

AI handover summaries When the AI hands a ticket to a human, agents now get a structured summary at the top of the thread: key context, actions taken, and the reason for escalation. Less scrolling, faster pickup.

Redesigned ticket view The conversation thread uses a left/right layout so customer and agent messages are easy to tell apart. The header leads with the customer name, with status, priority, and assignment in a single top bar. Tags and ticket fields live in a dedicated panel on the right.

Global navigation layer A single navigation layer lets agents switch between inboxes, stores, and workspaces without losing their place, with nested store selection for multi-store teams.

Getting started

Log in to see the new workspace. If your team needs time to adjust, you can toggle back to the previous view for up to 30 days from the workspace settings.