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The best support ticket management apps for Shopify in 2024

Written by
Adam Sturrock
Published on
June 20, 2024

Shopify, the leading e-commerce platform, hosts millions of active stores worldwide, encompassing a significant portion of the online retail market. The platform caters to a broad spectrum of merchants, from novices venturing into e-commerce to established brands and corporations, offering a user-friendly interface for beginners and robust scalability for thriving enterprises.

One distinctive feature of Shopify is its extensive app marketplace, providing access to over 7,000 applications designed to enhance and streamline various aspects of online business operations. Support ticket management is a critical component for Shopify merchants, ensuring prompt and effective resolution of customer inquiries and concerns to maintain high levels of customer satisfaction and retention.

Selecting the right support ticket management apps for your Shopify store is paramount in optimizing customer support processes and fostering long-term customer relationships. The performance and efficiency of these apps can significantly impact the overall customer experience and operational effectiveness of an e-commerce business.

This guide is tailored to assist Shopify merchants in identifying top-tier support ticket management apps that align with their business needs in 2024, whether they are small startups or established online retailers looking to elevate their customer support capabilities.

Join us as we explore the best support ticket management apps available for Shopify this year, helping you make informed decisions to enhance your customer service and drive business growth!

Shopify, the leading e-commerce platform, is home to over 2 million active stores, representing a substantial 20% of the global e-commerce market. Shopify is especially renowned for accommodating a diverse range of merchants, from newcomers setting up their first store to large enterprises and household brands. Shopify's accessibility for beginners and scalability for major businesses make it an ideal choice for many individuals and businesses.

The platform provides a wide array of free and paid templates, effectively reducing development costs. Additionally, there are specialized Shopify agencies and experts proficient in handling a wide variety of requirements, offering a valuable resource for those who might otherwise need to build a comprehensive in-house team.

However, with over 7,000 Shopify apps available, choosing the right support ticket management apps for your Shopify store is crucial for effective business growth and efficient operation. This selection process and the resulting support ticket management apps utilized can significantly impact the management and scalability of a Shopify store.

With this in mind, this guide has been crafted with beginner eCommerce store owners to ambitious and sophisticated Shopify businesses in mind. The Shopify support ticket management apps we've selected are also immensely beneficial for medium and large Shopify stores that aim to outshine their competitors.

Let's dive into our top support ticket management app recommendations for Shopify!

#1 Shopify App Award

1. HelpCenter:FAQ Page, Live Chat

HelpCenter:FAQ Page, Live ChatHelpCenter:FAQ Page, Live ChatShopify Product FAQ Builder | FAQ Templates | FAQ Builder AppHelpCenter:FAQ Page, Live ChatHelpCenter:FAQ Page, Live ChatShopify Product FAQ Builder | FAQ Templates | FAQ Builder App

Free plan available. Free trial available.

Offer your shoppers a seamless customer service experience with this robust solution that seamlessly integrates self-service support tools with real-time assistance. Renowned for its efficiency in transforming customer inquiries into successful sales, this tool offers an ideal blend of automated assistance and live customer service.

The app's distinctively designed FAQ pages and help centers have been engineered to significantly lessen the need for individual support tickets by delivering instant solutions to frequently asked questions such as 'Where is my order?'. Remove the barriers between you and your customers with the built-in chat widget for instantaneous and personalized communication.

Further amplifying its value proposition, the app consolidates all inquiries from diverse channels like emails, live chats, and Facebook Messenger in one user-friendly help desk. This unique feature ensures your business remains connected and responsive irrespective of the customer's preferred mode of communication. A strategic companion for businesses, this app is designed to make customer interaction easy, efficient, and productive.

HelpCenter:FAQ Page, Live Chat is developed and maintained by Shark Byte, Inc.

HelpCenter:FAQ Page, Live Chat has an average rating of 4.7 out of 5 stars with 1330 reviews from Shopify stores.

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#2 Shopify App Award

2. Unified Repairs Support

Unified Repairs SupportUnified Repairs SupportDashboardUnified Repairs SupportUnified Repairs SupportDashboard

Free plan available

Empower your repair-oriented e-commerce business with this comprehensive tool designed to streamline your repair management system. This robust utility supports the creation of limitless repair requests, facilitating a smoother workflow and better customer satisfaction. Enjoy the flexibility of customizing request statuses, which can range from classics, like 'open' and 'completed', to your own tailor-made labels that suit your specific operation needs the best.

Enhance communication by utilizing an array of email templates, each linked to a unique request status. No longer will you be slowed down by manual email dispatching. With this smart tool, alerts and updates are sent automatically, keeping your customers informed at every step of the repair process.

An integrated color-coding system allows for easy status identification and tracking. Visual cues provide a convenient overview of repairs in process, saving you valuable administrative time. As the repair concludes, simplify your post-repair workflow by generating draft orders based on the products used, turning your repair process into a well-oiled machine.

This app is an essential addition to any Shopify store that offers repairs. It not only streamlines operations but also improves customer experience by ensuring prompt and reliable communication. It's a comprehensive solution to mastering repair management in your online store.

Unified Repairs Support is developed and maintained by Yity Apps.

Unified Repairs Support has an average rating of 4 out of 5 stars with 5 reviews from Shopify stores.

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#3 Shopify App Award

3. Tidio Live Chat & AI Chatbots

Tidio Live Chat & AI ChatbotsTidio Live Chat & AI ChatbotsAutomatically solve customer questions with Tidio's AI, LyroTidio Live Chat & AI ChatbotsTidio Live Chat & AI ChatbotsAutomatically solve customer questions with Tidio's AI, Lyro

Free plan available. Free trial available. Free plan available

In the competitive world of online sales, mastering customer experience and communication have become essential. Embrace a tool that helps you maintain stellar customer service and transform potential customers into confirmed buyers.

Notably, this platform packs a powerful punch with ready-to-utilize sales and customer support chatbots, designed to upsell products and proficiently address common customer inquiries, increasing revenue and efficiency. Equipped with AI-powered capabilities, these chatbots are far from generic, they offer personalized replies for an impressive customer-service experience around-the-clock.

This platform also functions as an efficient helpdesk solutions by consolidating all your customer interactions in one central hub, making it delightfully convenient for your team. Sail through customer service management effectively alongside your team with a hassle-free, streamlined approach.

What's more, for those on the Shopify platform, the app has dedicated features designed explicitly for Shopify merchants that ensure seamless integration and improved performance. With these features in your arsenal, you'll navigate through the tide of e-commerce competition with ease and success.

Tidio Live Chat & AI Chatbots is developed and maintained by TIDIO LLC.

Tidio Live Chat & AI Chatbots has an average rating of 4.7 out of 5 stars with 1874 reviews from Shopify stores.

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4. Gorgias

GorgiasGorgiasGet customer support chat from all channels - contact usGorgiasGorgiasGet customer support chat from all channels - contact us

From $10/month. Free trial available.

Power your eCommerce business to new heights by providing top-notch customer service with this revenue-focused application. Whether you're a rapidly growing eCommerce merchant or an established business, this application aids in converting more shoppers and retaining them for longer periods.

Imagine having the ability to centralize all customer interactions in one place. From orders, conversations, social comments, and DMs, everything is seamlessly integrated into one customer ticket view, enabling efficient tracking and problem-solving. Take control of your eCommerce operations with an all-inclusive dashboard that presents the fuller picture.

Combat cart abandonment through the utilization of self-service resources providing instant answers. The application empowers shoppers by making solutions easily accessible, mitigating checkout friction, and stimulating sales conversions.

With the sophisticated use of dynamic Macros, you can auto-fill responses with personalized information, ensuring customers feel valued and catered to. This application not merely aids in support management, but effectively transforms your support agents into strategic sales representatives, thereby accelerating your business's revenue generation capabilities.

Providing an excellent user experience, efficient problem resolution, and fostering customer loyalty were never this straightforward. This application is set to redefine your customers' shopping experiences and drive your company's growth.

Gorgias is developed and maintained by Gorgias Inc..

Gorgias has an average rating of 4.3 out of 5 stars with 699 reviews from Shopify stores.

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5. Zendesk

GorgiasZendeskZendesk Web Widget with Help Center SearchGorgiasZendeskZendesk Web Widget with Help Center Search

From $55/month. Free trial available.

Experience customer support made effortless with this customer support-centric application. Designed to foster quick, efficient, and personable customer interactions, this app ensures agents are armed with comprehensive customer data right from within their ongoing conversations. By eliminating the need for constant system switches, agents' time and focus are prioritized for fostering meaningful customer relationships and tackling inquiries with speed and accuracy.

Storing all necessary data within a singular hub, this app verifies that each communication between merchants and their clients remain contextually aware, personalized, and vastly germane. Its features allow for an efficiency boost, simultaneously promoting warm and significant interactions with every customer encountered. Conclusively, this is a tool developed to streamline agents' workflows by reducing auxiliary tasks and enhancing customer engagement.

This tool is perfect for merchants seeking an all-in-one solution for customer support - a simple yet sophisticated solution that elevates the overall service experience to new heights. Find the perfect balance between efficiency, personalization, and professionalism, with this all-encompassing customer support tool.

Zendesk is developed and maintained by Zendesk.

Zendesk has an average rating of 3 out of 5 stars with 156 reviews from Shopify stores.

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We hope you found this guide on the top support ticket management apps for Shopify useful.

Did we miss an app you think should be included in this guide, please let us know!

Top Shopify support ticket management apps FAQ

Which support ticket management apps do I need for my Shopify store?

You’ll want to take advantage of the many support ticket management apps and integrations available to make your Shopify store the best it can be. Every support ticket management app highlighted in this article can help take your Shopify store to the next level! With that said, if you can't find what you're looking for in this guide, we recommend checking our comprehensive list of every Shopify support ticket management app!

What is the best support ticket management app for Shopify?

The Shopify App Store is always adding new apps, but by analyzing merchant reviews, average ratings, estimated install counts, pricing and other signals we've identified that HelpCenter:FAQ Page, Live Chat is one of the top Shopify support ticket management apps available for merchants in 2024.

With that said, it’s not always the best idea to just go for the most popular app or our recommendations. Always look at how many Shopify stars the app has and what the reviews are saying about the app itself. Where possible, we highly recommend testing apps you are considering by leveraging free trials before commiting to any fixed monthly subscription costs.

Why do I need to install a Shopify support ticket management app?

Whilst Shopify comes with a broad range of features and capabilities out of the box, many support ticket management apps go above and beyond what Shopify can provide. Every store has unique requirements and a diverse range of apps are available to meet these needs.

How many support ticket management apps are recommended for Shopify?

We recommend including atleast one support ticket management app for your Shopify store if this type of app would be beneficial for your store. There are a lot of free options out there and some great support ticket management apps that will help you run your business as smoothly as possible.

Can I build my own custom support ticket management app for Shopify?

The short answer is yes ofcourse! Shopify provides a lot of great documentation to build support ticket management apps.

The longer answer is that you should weigh up the upfront time, resources and costs of building a custom apps vs finding a support ticket management app that handles the majority of your requirements for free or for a low monthly fee.

Ofcourse if you can't find a suitable support ticket management Shopify app to meet your needs then it's definitely worth investigating what it would take to build the app of your dreams!

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