Help desk

The Humagician help desk is your unified queue for every shopper-initiated conversation. Whether it started in chat, email, or a contact form, it ends up here.

Find it at Help Desk.

What's in the queue

Every row is a ticket — which is a thin wrapper over a conversation plus help-desk metadata (priority, SLA breach flags, category, requester info). Tickets show up here automatically when:

• A chat is escalated to operator handling
• An inbound email matches a forwarding rule
• A contact form is submitted

Statuses

Toggle status from the ticket detail panel.

Priority

Tickets default to Normal. Use the priority chip on the detail panel to flag Urgent or High — these surface at the top of the queue and trigger SLA timers.

SLA tracking

Each priority has a target first-response and resolution time (configurable in Settings → Help desk). Breached SLAs are marked with a red flag; analytics counts them in your team's monthly report.

Replying

The reply composer supports rich text, attachments, links, and saved responses (canned replies). Type / to insert a saved response.

For email-channel tickets, your reply is sent as an email; the visitor can reply by email or by clicking through to the chat thread. For chat-channel tickets, your reply lands in the live chat.

AI reply suggestions

If the AI assistant is enabled (Hybrid mode), every new ticket gets a Suggest reply button. Huey reads the ticket + your KB and drafts a reply you can edit before sending. See Responder.

Filter views

The left rail on the Chats page (also available on Help desk) has filter views:

• Inbox — all open chats/tickets
• Mentions — anywhere you were @-mentioned (coming soon)
• All — open + closed
• Unassigned — no operator yet
• Assigned to me — your queue
• Snoozed — temporarily hidden (coming soon)
• Closed — done tickets

You can also create custom Views for tag-based filters (e.g. "VIP returns").

Assigning + transferring

Click Assign in the ticket header → pick an operator. To pass to another teammate, click Transfer Chat in the visitor detail panel.

Bulk assign is available from the list view (checkbox + bulk action toolbar).

Categories + tags

• Categories — top-level buckets (e.g. Returns, Shipping, Product Q)
• Tags — free-form (e.g. vip, escalated, waiting-on-shopify)

Set up categories in Settings → Help desk → Categories.

External helpdesks

If you'd rather use Gorgias, Zendesk, Freshdesk, or Intercom as your source-of-truth helpdesk, switch your workspace's helpdesk mode. Tickets created from chat will sync into your external system, and Humagician's help-desk page becomes view-only. See Helpdesk integrations.

Email setup

To accept tickets from email:

1. Pick a forwarding address

   Settings → Help desk → Email. Copy your unique forwarding address (looks like [email protected]).

2. Forward your support inbox

   Set your [email protected] to forward to that address. Test by sending a message yourself.

3. Verify SPF / DMARC (optional but recommended)

   For replies to go out as your domain, set up Humagician's SPF + DKIM records. Your account admin will get a setup email.