Inbox is not an ops system
Multi-step cases need warehouse or ops actions that email threads cannot assign clearly.
Customer operations
Escalations become owned work — not endless threads.
Replacements, refund follow-ups, VIP orders, and complex cases get owners, deadlines, and Shopify context.
Why complex cases stall
Promises lack owners
A customer is told 'we'll follow up' — then the follow-up has no due date.
Handoffs lose context
Each handoff between support and ops restarts the story.
Operational consequence: Customers wait while ownership bounces between tools and people.
Escalation to close
- 1
Escalate into a task
Capture the case with customer and order links.
- 2
Coordinate the steps
Assign owners for each operational action required.
- 3
Resolve with history
Keep a record of what was promised and completed.
What this unlocks
- Tasks linked to customers and orders
- Due dates for customer-facing promises
- Comments for internal handoffs
- Notifications when work is assigned or overdue
Integrations
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.
Related
FAQ
Does ShopTasks replace a helpdesk?
No. It coordinates the operational follow-through that escalated cases often need outside the inbox.
Can VIP order handling be tracked?
Yes. Create owned tasks linked to the customer or order so VIP promises do not depend on memory.