Helpdesk & support inbox

Helpdesk & support inbox

Retailos gives your team a shared inbox so every customer email lands in one place — with order context, AI-suggested replies, and canned responses ready to speed things up.

How it works

All incoming support emails appear as tickets inside /app/helpdesk. Your team works from this single inbox, so no message gets missed or handled twice.

1. View incoming tickets — Open /app/helpdesk to see all tickets in the shared inbox. Each ticket shows the customer's email alongside their order and purchase history pulled directly from Retailos, so you have full context before you type a single word.
2. Assign tickets — Select a ticket and assign it to a team member. Assignments are visible to everyone, so the team always knows who owns what.
3. Set ticket status — Move tickets through statuses (such as open, in progress, or resolved) to track where each conversation stands. Keeping statuses up to date helps the whole team prioritise.
4. Reply with AI suggestions — When you open a ticket, Retailos generates a suggested reply grounded in that customer's order details and history. Review the suggestion, edit as needed, and send. You are always in control — the AI suggests, you decide.
5. Use canned responses — For questions you answer repeatedly, insert a canned response directly into the reply box. This saves time and keeps your tone consistent across the team.

Tips

• Give every ticket an owner. Unassigned tickets are easy to miss. Make it a habit to assign a ticket the moment someone picks it up.
• Keep statuses current. A quick status update after each reply lets the rest of the team see what still needs attention without asking.
• Edit AI suggestions before sending. The suggestions are grounded in real order data, but a quick review ensures the reply matches your brand voice and the customer's specific situation.
• Build your canned response library gradually. Start with your five most common questions. You can expand the library over time as patterns emerge.

Troubleshooting

• AI suggestion is not appearing — The suggestion is grounded in order and customer data. If a customer's record has no order history in Retailos, the suggestion may be limited or absent. Check that the customer's email matches their record.
• A team member cannot see the inbox — Access to /app/helpdesk depends on the permissions set for that team member's role. Ask your account admin to review their access level.
• Incoming emails are not showing as tickets — Confirm that your support email channel is connected under /app/helpdesk. If the channel is not set up, emails will not flow into the inbox.