Ready to get your helpdesk up and running? Here's everything you need.
1. Install the app
- Head to the Shopify App Store
- Click install
- Create your account and sign in
Done. You're in.
2. Moving from another platform?
If you're switching from Gorgias, Re:amaze, Zendesk, or Help Scout, start here: Migration checklist
3. Connect your email
Your support email is probably the first channel you'll want set up.
That guide covers both setup options:
- Standard setup (10 min) — Works with any provider, no sending limits
- Gmail quick setup (2 min) — Instant, but capped at 1,500 emails/day
4. Invite your team
Got people to help you handle support? Add them now so they're ready when messages start flowing.
To add an agent:
- Go to Settings → Agents
- Click Add agent
- Enter their name, email, and role
- They'll get an activation email to set up their account
Roles explained:
- Agent — Can view and respond to conversations in their assigned inboxes. The standard support rep role.
- Manager — Everything agents can do, plus: manage inboxes, create automation rules, configure the AI agent, export conversations, and update account settings. Good for team leads.
- Administrator — Full access. Can add and remove team members, manage billing, and configure everything. Usually the account owner.
Once your team is set up, you can assign agents to specific inboxes so they only see relevant conversations. How to assign agents to inboxes →
5. Make your messages look good
Set up your signature:
- Go to Profile settings
- Upload a profile picture (optional)
- Scroll to Message signature and customize it
6. Quick responses at your fingertips
Save time with canned responses:
- Go to Settings → Canned responses
- Create templates for common questions
- Use them by typing
/in any conversation
Pro tip: Add personalized info like order numbers or tracking URLs using {{ in your templates.
What's next?
You're set up to handle email. Here's what else you can do:
- Add live chat — How to add the chat widget to your store →
- Connect Instagram & Messenger — Connect Instagram & Messenger →
- Set up AI Agent — Introduction to the AI agent →
- Create automations — Using automations →
- Create a Help center — Setting up a Help center →
- Learn the shortcuts — Tips and tricks you didn't know about →
Questions? Reach out at karri@commslayer.com