How HelpHQ works
A customer message goes in one end and a resolved conversation comes out the other. Here is every step in between.
A customer writes in
They submit the contact form on your storefront. HelpHQ checks it isn't automated, then creates a ticket. Spam never reaches your inbox and never becomes a ticket.
The order gets attached
If they gave an order number, HelpHQ looks it up in Shopify and pulls in the status, tracking, line items and what the customer has spent with you before. If they didn't, you can link one yourself in a click.
You hear about it
An email lands in whichever inbox you already watch, and if you've connected Slack, a message posts to your channel with a link straight through to the ticket.
You reply
From inside your Shopify admin, with the order on the same screen. The reply goes out as a normal email from your business name — the customer sees your store, not a helpdesk.
They reply back
Their response returns to the same ticket rather than your personal inbox, and reopens it. Nobody has to reconstruct what was already said.
You close it
Mark it resolved. If the customer writes again later, it reopens automatically and you'll know about it.
What the statuses mean
Nothing changes status on its own except the one marked automatic.