Customer support software for online stores
"Where is my parcel?", "This came in the wrong size" and "Can I change the address?" arrive by email, chat and WhatsApp all day. Ellibo Helpdesk puts them in one list, with the shopper's orders and payments beside each ticket.
Free for 3 agents, for as long as you like. Works on any device.
New 2
Waiting on goods 1
Refund done 2
The questions every online store gets, sorted
Selling online means customers you never meet, and they want answers fast. Here is where support usually comes apart.
"Where is my order?" eats the morning
Someone copies the order number from an email, opens the store admin, finds the order, checks the status and types it back. Forty times a day.
When the shopper is a known customer, the ticket shows their recent web orders with status - to ship, shipped, delivered or returned - so the answer is on the screen.
Shoppers write wherever they like
One asks on WhatsApp, the next on Instagram, a third in the website chat. Messages get missed because nobody watches every app.
Email, live chat, WhatsApp, Instagram, Messenger and SMS all become tickets in one list, and your reply goes back the same way it came.
Returns follow no fixed path
Some returns get a refund before the goods arrive, others are never refunded at all, and nobody can say which step a return is at.
A blueprint turns returns into the same steps every time, with the fields and owner at each one. The credit note puts returned goods back in stock.
Sale days bury the team
The week of a big sale, the inbox doubles and the oldest messages sit unanswered while new ones jump the queue.
Assignment rules share tickets out in turn or to the least busy agent, SLAs show the time left on each one, and the live screen shows who is about to go late.
One shopper question, start to finish
- The shopper asks
A chat from the store page, a WhatsApp message or an email lands as a ticket, matched to the customer by email or number.
- The order is right there
The customer panel shows their web orders, what they paid and what they owe, without opening the store admin.
- The return runs in steps
Approve, wait for the goods, check them, then refund with a credit note that brings the goods back into stock.
- They rate the answer
Ratings and reports show which products and which questions bring the most tickets.
Support tools built for selling online
Live chat on your store
Copy a short piece of code onto your website, or switch on the chat button in an Ellibo online store, and chats arrive in Helpdesk.
Messaging in one place
WhatsApp, Instagram, Messenger, Telegram, LINE and SMS through your own accounts, answered from the same list.
Credit notes and pay links
Refund with a credit note that returns goods to stock, or send a pay link for an exchange that costs more.
Blueprints for returns
Each return follows the same steps with the right owner, so none is refunded twice or forgotten.
Saved replies and macros
Answer delivery and sizing questions with one click, with the shopper's name filled in.
Help centre for policies
Publish delivery times, returns and size guides, and let chat suggest them before a ticket is made.
Ready before your next sale
- Connect your support email so every order question becomes a ticket.
- Add live chat to your website, or switch it on in your Ellibo store.
- Connect WhatsApp and Instagram with your own accounts.
- Write saved replies for delivery times, address changes and returns.
- Build a returns blueprint: approved, goods back, checked, refunded.
- Publish your returns policy and size guide in the help centre.
Add more Ellibo apps when you need them
One account, the same customers, items and team in every app.
EcommerceWeb orders show on the ticket, and the store gets a chat button. InventoryReturned goods go back into stock with the credit note. AccountingRefunds and payments land in the same books.Helpdesk for online stores: FAQ
Can I see a customer's order from the ticket?
Yes, when the store is Ellibo Ecommerce. A ticket linked to a customer shows their recent web orders with the order number, amount and status, such as to ship, shipped or delivered.
Does it work with WhatsApp and Instagram messages?
Yes, on Professional and Business. Each service runs through your own business account with it, and you pay that service directly. Messages become tickets and replies go back the same way.
How do refunds work?
An agent whose role includes money makes a credit note from the ticket. It can bring the returned goods back into stock, and it goes into the same books as the original sale with your usual VAT or sales tax.
Can shoppers find answers without writing to us?
Yes. Put delivery times, returns and size guides in your help centre. The chat and web forms suggest articles as the shopper types.
What about WhatsApp's 24-hour rule?
WhatsApp lets you send a free-form reply within 24 hours of the customer's last message. After that you need a template approved by Meta, and the ticket tells you if a message could not go out.
Is there a free plan?
Yes. Helpdesk is free for up to 3 agents and 300 new tickets a month. Live chat and messaging come with the paid plans, and every new business gets a 14-day trial with every feature.
Helpdesk for other businesses
More Ellibo apps for online selling
Answer every shopper before they ask twice
Free for 3 agents, for as long as you like. Add more apps whenever you are ready.