Bring email, live chat, and contact form requests into one queue so your team can stay focused, reply faster, and never lose a customer message.
A unified inbox keeps support from scattering across separate mailboxes, chat tools, and form notifications. Instead of checking several places just to see what is waiting, you open one workspace where every request becomes a ticket with a clear status and owner. This keeps the whole queue visible even when you support several stores or brands.
Customers can reach you in different ways, but everyday channels still end up in the same queue. Email, offline chat messages, and contact forms are all handled as tickets that your team can work through step by step.
When you run several stores or use more than one support address, customer emails quickly end up in different mailboxes. Someone has to keep switching accounts, forwarding messages, and asking "Who is already answering this?"
With a unified inbox, you connect the support addresses you already use and let each incoming email turn into an organized ticket with its own history, status, and assignee. The ticket keeps a link to the store or brand it came from, so your team sees where the request started and who is handling it without jumping between email clients.
When customers open the chat widget outside your working hours, their questions can easily disappear in a log that nobody remembers to check. By the time someone notices, the visitor has already left the site and the chance to help them is gone.
With offline messages in the unified inbox, those chats are saved as tickets with the customer's contact details and message text. They appear in the same queue as other requests, so the team sees them first thing when they start work and can reply by email without losing context or asking the customer to repeat their question.
"Contact us" forms often send plain emails with a short message and no useful details, so agents have to write back, ask clarifying questions, and wait again before they can actually solve the problem.
In Helpdesk MX, form submissions arrive as structured tickets with the fields your team needs, such as order number, topic, or store. You decide which fields are required, so requests already contain key information, are easier to route to the right department, and usually need less back and forth before they are resolved.
This inbox is most helpful once simple email-only support starts to feel messy or slow. It's a good fit for:
Shops, including those on Shopify, that receive questions via email, live chat, and contact forms and want everything handled in one queue instead of jumping between tools.
Support teams that have moved past a single shared email address and now need clear ownership, statuses, and history for every request.
Companies running several stores or brands that want one place to see all conversations instead of setting up a separate process and inbox for each site.
When all requests arrive in one place, it also becomes easier to add automation and helpdesk departments on top, so your support can grow with the business instead of adding more disconnected tools.
A shared inbox is usually one email address that several people open and answer from, which makes it hard to see who is responsible for what. Unified Inbox works differently: it is part of a helpdesk ticketing system for e-commerce teams and turns messages from different channels into tickets with clear status and ownership, so your team can see what is happening and what still needs attention.
You can connect support email addresses, the built-in live chat widget, and contact forms on your site, and each message becomes a ticket in the same workflow. Social networks and messengers are not connected as channels yet, so those conversations still live in their own tools.
Yes. It is included in our Shopify Helpdesk app, so messages and order-related emails from your store are handled in the same workspace as other requests. You can start with one store and later connect more storefronts while still managing all conversations in a single queue.
Yes. It still helps even if you run a single store, because it keeps emails and form submissions in one clear queue instead of separate inboxes. It also gives you a solid base if you later add more channels or storefronts and want everything to stay organised.
Start free and put all your stores, tickets, and chats under one helpdesk you control.
