CASEKIT
Solution

Shopify customer support without a helpdesk migration

Find the order and prepare a reply in Shopify Admin, then copy it into the inbox you already use. Answer in Gmail? Add the optional extension to bring that order context beside the email.

Install on ShopifyCompare with helpdesks

No Gmail connection or Chrome extension is needed for the Shopify Admin app. You review and send every reply.

Shopify Admin workflow illustration with synthetic order details.

Start with questions your order data can help answer

Use the recorded facts for status questions. Apply your store's policies and investigate when a decision or missing information is involved.

Where is my order?

Check the matched order, recorded fulfillment state and available tracking. Follow the WISMO reply checklist.

Has it shipped yet?

A still-processing order gets a processing reply, not an optimistic one.

Tracking has not moved

Review the latest recorded event and check the carrier. A tracking number alone does not prove that a parcel has moved.

It says delivered but I have nothing

Acknowledge the customer's report and review the suggested investigation steps. CaseKit does not open a carrier case for you.

What did I order?

Item count, order value and date are on the card before you start typing.

Returns and refunds groundwork

CaseKit surfaces the order facts you need. The decision stays yours — it cannot refund or cancel.

Choose where to prepare the reply

Shopify Admin, with any inbox

Enter the order number or customer email and paste the message into CaseKit. Confirm the order, request a draft, then review and copy it into Gmail, Outlook or the inbox you use.

See the Shopify app workflow →

Optional Gmail extension

Install the Shopify app first, then connect the extension from Admin. It reads the open conversation, shows order context and inserts your reviewed reply into Gmail. One Google account connects to one store on every plan.

Set up Shopify support in Gmail →

Where CaseKit stops

Choose your support tools around the work your team needs to do.

  • No omnichannel routing across chat, social or voice
  • No ticket queue, assignment or SLA management
  • No automatic sending, refunds or order changes
  • No support reporting beyond a basic usage view

If those are your primary needs, consider a helpdesk. CaseKit fits merchants who need order context and reviewed reply drafts in Shopify Admin or Gmail.

See the honest comparison →

CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

See also: How the Shopify app works · Order lookup · Do you need a helpdesk? · Support without a helpdesk

Common questions

Is CaseKit a helpdesk?
No. A helpdesk replaces your inbox with a ticket queue. CaseKit prepares order replies in Shopify Admin, with an optional extension for the Gmail inbox you already use. If you need routing, SLAs and omnichannel queues, a helpdesk is the right tool and the comparison pages say so.
What kinds of support email does it help with?
Anything answerable from order and fulfillment data: order status, shipping and tracking, delivery problems, what was ordered, and order details needed before a returns or refund decision.
What does it not help with?
Pre-sales questions, product advice, and anything that needs a decision rather than a fact. CaseKit stays quiet on conversations where it has nothing useful to add.
Do I need Gmail or a Chrome extension?
No. Paste the customer's message into CaseKit in Shopify Admin, enter the order number or email, and request a draft. Review and copy it into your inbox. The optional Gmail extension adds order context beside the conversation and inserts the reviewed reply. Every plan supports one connected Google account per store.

Try CaseKit on your next support email

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

Install on ShopifySee how it works