Solution

Support tooling for small Shopify teams, without a helpdesk migration

The decision most growing stores face is not "which helpdesk" but "do we need one yet". CaseKit is the option in between: keep Gmail, add the Shopify context and the consistency a small team is missing.

Install on Shopify Compare with helpdesks

What a small team gets

One store, one connected Google account

Shared tone and structured policy settings help keep replies consistent. Manage them and the optional connected Google account in Shopify.

Consistency by construction

Same order state produces the same scenario for every agent, before wording is even involved.

Onboarding in a day

New agents work in Gmail. The product knowledge arrives with each conversation instead of in a training doc.

The consistency problem, specifically

Three agents answering the same delayed-shipment email three different ways is not a discipline problem. It is a tooling problem.

Where snippets actually live

In each agent's drafts folder, in a personal doc, in their head. Nobody knows which version is current, and a policy change reaches whoever happens to read the Slack message.

What changes with a workspace

Store tone and structured policy settings live with the workspace. Update a returns window once for supported-language drafts in Shopify and the optional Gmail extension. Review each draft and any free-text exceptions.

When you have outgrown this

Signs that a full helpdesk is the right next spend, said plainly.

Channels beyond email

Chat, social DMs and voice all needing one queue means you need a helpdesk, not an inbox extension.

Queue mechanics

Assignment, SLAs, escalation paths and shift coverage are helpdesk features and CaseKit has none of them.

Separate agent inboxes

CaseKit connects one Google account per store. For separate agent inboxes, consider a helpdesk.

Compare CaseKit with Gorgias, Zendesk and Re:amaze

Common questions

How many agents does Pro cover?

Pro is $19 a month per store, not per person. Staff access is managed in Shopify. The optional Gmail extension connects one Google account per store on either plan; the Admin app works without it.

How do we keep replies consistent?

Two mechanisms. The scenario for a given order state is deterministic, so everyone starts from the same classification. On Pro, shared store tone and structured policy settings shape supported-language drafts, which agents review before sending.

How fast can a new agent be productive?

Staff can draft replies in the Shopify Admin app without an extension. If they use the store's connected Gmail account, they can also install the optional extension. There is no new ticket system to learn.

Can we see whether people are using it?

The owner gets a usage view covering resolutions, inserts and Pro feature usage in the CaseKit admin surface.

When should we move to a real helpdesk instead?

When you need routing across channels, SLAs, queue management or deep support reporting. Those are helpdesk problems and CaseKit does not solve them.

Try CaseKit on your next support email

Free plan: unlimited Shopify order lookups and 25 generated drafts per month. Nothing to migrate.

Install on Shopify See how it works