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Getting Started

This guide will help you install and set up Helpdesk MX app for your shopify store.

Install Helpdesk MX from the Shopify App Store​

You can get Helpdesk MX in just 4 simple steps:

  1. Log in to your Shopify store admin
  2. Search for Helpdesk MX in the Apps section, or go directly to the Shopify App Store
  3. Click the Install button on the Helpdesk MX app page
  4. Review the permissions and click Install to confirm

That's it! You can now find Helpdesk MX in the Apps section of your Shopify admin.

Configure Helpdesk MX​

Our Helpdesk MX app is a simple yet powerful tool for building and boosting your customers' support experience. While many functions work out-of-the-box, tuning specific settings will maximize productivity and customer satisfaction.

Connect your support email​

Enabling an mailbox service allows your customers to submit and update tickets directly via email, streamlining the support experience. Once configured, Helpdesk MX will automatically check for new emails and create tickets from them.

For detailed email setup instructions, see our Mailboxes guide.

MailboxesMailboxes

Set up departments to organize your team for better efficiency​

Create clear lines of responsibility and accountability by registering your support staff (backend users) under the Department section. Ensuring that the right staff members handle the right tasks. This setup increases efficiency and improves response times.

DepartmentsDepartments

Automate routine tasks with workflow rules​

Automate repetitive tasks with the Workflow rules. These rules help streamline operations, from automatically assigning tickets to the correct department to sending status updates to customers, allowing your team to focus on more complex tasks.

Workflow rulesWorkflow rules

Define the statuses for a clear ticketing process​

Organize the life cycle of a ticket with appropriate Statuses. By assigning tickets to various stages (e.g., New, In progress, Closed), you guide the resolution process, keeping the team and customers informed at each step.

StatusesStatuses

Prioritize tickets for effective management​

Use the Priorities feature to categorize tickets based on urgency, allowing your team to focus on critical issues first. Clear prioritization helps reduce response times for high-priority cases, improving customer satisfaction.

PrioritiesPriorities

Enable contact us widget​

Enable the Contact Us Widget to let customers quickly reach your support team from any page of your storefront. Once enabled, a small floating button will appear on the site, allowing visitors to open a contact form without leaving the current page.

WidgetWidget

What's Next?​

Now that you have Helpdesk MX set up, explore these guides: