Explore the tools that bring email, live chat, and store data into one workspace, so your team can stay organised and resolve issues without juggling multiple systems.
See every customer message from all your stores in one ticket list instead of checking separate tools and tabs.
Connect your support mailboxes so every incoming email becomes a ticket with a clear status and owner.
Live Chat
Handle store chats in the same helpdesk workspace as your tickets, with important or offline conversations saved as tickets for follow-up.
Contact Forms
Turn "Contact us" submissions into structured tickets with the fields your team needs to reply quickly.
Multiple Stores & Addresses
Link several stores and support addresses to one inbox while still seeing which brand each request comes from.
Help customers while they browse, with real-time conversations that live in the same workspace as your tickets and workflows.
Built-In Helpdesk Chat
Use live chat that is part of Helpdesk MX, not a separate tool, so every conversation automatically becomes a ticket with full context.
Chat History
Keep the full history of each customer's conversations across chat and email, so agents always see what happened before and don't repeat the same questions.
Offline Messages
Let visitors leave a message when your team is offline and have it saved as a ticket, so no request is lost outside working hours.
Widget Customization
Match the chat widget to each store with your own texts, colours, and behaviour, including separate layouts and settings for desktop and mobile.
Chat Launcher
Control where and when the chat icon appears, so you can invite customers to start a conversation at the right moment without being intrusive.
Pre-Chat Form
Collect key details like name, email, or order number before a chat starts, giving agents instant context and reducing back-and-forth.
Agent Identity & Concierge
Show agent names, avatars, and roles inside the widget, so conversations feel more human and customers know who is helping them.
Active Chat Tabs
Switch between ongoing chats in dedicated tabs with clear indicators for new messages, helping agents manage several conversations confidently.
Customer Activity Tracking
See in real time which pages and products a customer is viewing and what they have in their cart, so replies are timely and highly relevant.
Let rules handle routine tasks in your ticketing system so every request reaches the right people with the right priority without constant manual work.
Smart Routing & Assignment
Send new tickets to the right department or agent automatically based on store, topic, keywords, or customer details.
Time-Based Escalations
Raise the priority or reassign a ticket if there's no reply for a set time, so important requests never get stuck or forgotten.
Event-Based Rules
Trigger actions when something happens: a new ticket arrives, a customer replies, a status changes, or a ticket has been waiting too long.
Snooze & Bring Back Later
Pause tickets that are waiting on a customer or another team and let the system bring them back into view at the right moment.
Flexible Actions
Update statuses, priorities, tags, departments, assignees, or send emails automatically in one rule instead of doing the same clicks many times a day.
Extend with Scripts
Use scripts inside workflows when you need extra logic, like checking external systems or combining data before updating the ticket.
Organize your helpdesk the same way your company is organized, so each team works from its own focused queue instead of one big shared inbox.
Separate Departments
Create spaces for Support, Sales, Returns, or any other team, so people see only the requests that are relevant to their work.
Flexible Agent Access
Add agents to one or several departments, depending on their role, and keep responsibilities clear without extra spreadsheets.
New Ticket & Message Alerts
Notify team members when a new ticket or reply appears in their department, so no one has to refresh lists to see what changed.
Shared Identity per Team
Use a common sender name and email signature for each department, so customers always recognise who is answering them.
Let Customers Choose Where to Write
Add a department selector to your contact forms, so customers can send their request straight to the right team from the start.
Extra features that speed up replies, keep tickets organised, and adapt Helpdesk MX to the way your stores already work.
Canned Responses
Share internal notes and private replies inside tickets so teammates can discuss and hand over cases without side chats.
Team Collaboration
Share internal notes and handovers inside tickets, so teammates can work on the same case without side chats.
Ticket Management
Use statuses, priorities, tags, and snooze to keep queues clean and always know which tickets need attention.
Ticket Statistics & Analytics
See ticket counts by status, department, and agent to understand workload and quickly spot imbalances.
Custom Fields
Add custom fields for store, order, product, or issue type so every ticket carries the details you need.
Scripts
Extend automation with scripts that can run custom logic or call external systems before updating a ticket.
Integrations
Connect your stores and external systems to pull order history and customer details into tickets, so agents see everything in one place.
Start free and put all your stores, tickets, and chats under one helpdesk you control.
