Escalations without a finish line
A case is escalated in chat, then stalls because nobody owns the next operational step.
Customer operations
Escalations become owned work — not endless threads.
Turn complex support cases into assigned tasks linked to the customer or order, with deadlines and resolution history across support, warehouse, and ops.
Complex cases outgrow the inbox
VIP orders, replacements, multi-step refunds, and escalations need coordination across support, warehouse, and ops — far beyond what a single inbox thread can reliably own.
Replacements that need two teams
Support promises a reship while warehouse never receives owned work with the same urgency.
VIP attention that depends on memory
High-value customers get special handling only when someone remembers the thread — not because the work is systematized.
Operational consequence: Customers wait while ownership bounces between tools and people, and promises made in support never become floor work with a matching deadline.
Escalation → coordination → close
- 1
Escalate into a task
Capture the case with customer and order context so the operational work has a home.
- 2
Assign the next human step
Support, warehouse, or ops owns the action that unblocks the customer promise.
- 3
Coordinate across roles
Reassign and comment as the case moves — without losing the Shopify context.
- 4
Resolve with history
Close when the promise is kept, with a record of what was completed for the next agent or manager.
Customer operations scenarios
Replacement after a damaged delivery
- Trigger
- A customer reports damage; support commits to a replacement by a stated date.
- ShopTasks work
- A customer- and order-linked task assigns warehouse for the reship and keeps support on the customer update.
- Outcome
- The promise has an owner and deadline on both sides of the handoff.
Multi-step refund follow-up
- Trigger
- A refund depends on a return check and a finance confirmation before the customer is whole.
- ShopTasks work
- Owned tasks track each step with due dates so the case does not stall between teams.
- Outcome
- The customer journey stays moving even when multiple roles are involved.
VIP order that needs white-glove handling
- Trigger
- A high-value order needs special packing, a ship confirmation, and a personal follow-up.
- ShopTasks work
- A task links the customer and order, assigns the VIP owner, and tracks each step to close.
- Outcome
- VIP handling is operational work — not an informal favor that depends on who is online.
What customer service workflows deliver
-
Promises become owned work
Customer-facing commitments get assignees and due dates that match what was said.
-
Cross-team cases stay coherent
Support, warehouse, and ops share one record with Shopify customer and order context.
-
Fewer bounced escalations
Escalations have a next owner instead of dying in a channel after the handoff.
-
Resolution history for the next person
Agents and managers see what was already done — not only that the case feels familiar.
Who this is for
- Shopify support leads handling complex cases
- Customer ops teams coordinating replacements and refunds
- Stores with VIP or high-touch order handling
- Managers who need escalation visibility
Integrations that support the workflow
Shopify Admin
Work stays attached to orders, products, and customers.
Shopify Flow
Trigger ShopTasks work from Shopify Flow so store events become assigned human follow-through.
Sidekick
Ask about overdue, blocked, or unowned work and open tasks without leaving Shopify.
Notify owners when work is assigned, due, or updated.
Slack
Send task and board notifications to Slack channels.
From a Shopify team using ShopTasks
“Great app! We were looking for an app to manage order workflow tasks across our staff and wanted something that integrated natively with Shopify on the backend. ShopTasks delivered and the level of customization was quite appealing.”
Free to install on Shopify
Up to 500 active tasks (not Done or Cancelled), unlimited staff, and unlimited boards. Need more active-task capacity? Contact us.
Go deeper
Related solutions
FAQ
Does ShopTasks replace our helpdesk?
No. It coordinates the operational follow-through — replacements, escalations, VIP handling — that still needs owners across support, warehouse, and ops.
Can tasks link to customers and orders?
Yes. Attach customer and order context so complex cases stay grounded in the Shopify records that matter.
How do VIP workflows differ?
Same ownership model — named owners, due dates, and handoffs — applied to high-touch steps like special packing and personal follow-ups.
Can support notify warehouse in Slack?
Yes. Task notifications can go to email and Slack when work is assigned or needs attention.
How much does ShopTasks cost?
Free to install with up to 500 active tasks, unlimited staff, and unlimited boards. Contact us for higher active-task capacity.