Key Features
- Advanced contact form builder with conditional fields (show fields based on selected topic)
- Ticket management system with status, priority, assignment, and categorization
- Shopify order context: auto-display customer's recent orders, order status, and purchase history alongside each ticket
- Canned responses/macros: pre-written replies for common questions with dynamic variables (order number, tracking, etc.)
- Internal notes for team collaboration (not visible to customer)
- Auto-assignment rules: route tickets to agents based on topic, priority, or round-robin
- Customer satisfaction rating after ticket resolution
- SLA tracking: response time and resolution time targets with alerts