FAQ
Questions
If yours isn't here, email support@helphq.app and we'll answer it \u2014 and probably add it to this page.
Do I need to leave Shopify to use it?+
No. HelpHQ runs inside your Shopify admin, in the sidebar next to Orders and Products. There is no second application to log into and no separate password.
What happens when a customer replies to my email?+
It comes back into the same ticket and reopens it. You see their reply in the thread rather than in your personal inbox, so the whole conversation stays in one place.
Can my whole team use it?+
Yes. Anyone with access to your Shopify admin can answer tickets, at no extra cost per person. Every reply and status change is attributed to whoever made it.
Will it charge me more if I get busy?+
No. There are no per-ticket fees and no overage charges on any plan. A month where a shipment goes wrong and everyone writes in costs exactly what a quiet month costs.
What happens if I go over 50 tickets on the free plan?+
Nothing breaks. We keep accepting tickets and let you know you have gone over, so your customers are never turned away because of a billing limit. You can upgrade whenever it suits you.
What about orders older than 60 days?+
Shopify restricts app access to recent orders by default. HelpHQ requests extended access so that older orders still appear when a customer writes in about one.
Does it work with my theme?+
The contact form is a theme app extension, so you add it in the theme editor like any other section. It inherits your theme's fonts and colours rather than imposing its own.
Why don't you show an average response time?+
Because it hides the customers who matter. Twenty quick answers pull an average down far enough to conceal one person who waited three days, and it is the three days that loses you the customer. We show the median and the worst case instead.
How do I cancel?+
Uninstall the app from your Shopify admin. Billing runs through Shopify, so there is nothing separate to cancel. Your data is deleted within 90 days.