Ecommerce

Free helpdesk for ecommerce

Where is my order, can I return this, has it shipped. Ecommerce support is high volume and repetitive, and it spikes exactly when you are busiest. Raiseaticket turns it into one queue with owners and deadlines - free for 5 agents and 500 tickets a month.

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Built for peak season
Self-service answers
Free forever
No credit card

Why Raiseaticket

Why online stores choose Raiseaticket

Order questions in one queue

Where is my order, returns, exchanges and refunds all become tracked tickets with an owner, instead of a mailbox nobody owns.

Survives the seasonal spike

Volume triples in November and the queue still has statuses, owners and targets. Nothing depends on who remembers what.

Answer the same question once

Delivery times, returns policy, sizing. A knowledge base handles the repeats so agents spend time on the genuine problems.

Pre-purchase questions are revenue

A question before checkout is a sale waiting on an answer. Response targets make sure those are not the ones sitting overnight.

Carrier problems, tracked properly

Delivery failures are not your fault but they are your problem. Tag them and you can show the carrier the pattern.

See what actually drives contacts

If a third of tickets are one question, that is a product-page fix, not a staffing problem. Reporting tells you which.

Free helpdesk for ecommerce stores and online retail support

Challenges we solve

High volume, low complexity, zero patience

One inbox, several people

Two agents reply to the same shopper, or both assume the other did. Ownership makes that impossible.

The same question, endlessly

Delivery times and returns dominate the queue. Published answers cut the volume instead of absorbing it.

Peaks you cannot staff for

Black Friday does not care how many agents you have. Priorities and targets decide what gets answered first.

Sales questions treated as support

A pre-purchase question answered a day late is a lost order, not a late ticket.

What you get

Helpdesk for ecommerce stores, free from day one

Email Ticketing

Your shop address, unchanged - every message becomes a tracked ticket.
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Knowledge Base

Delivery, returns and sizing answered once, before anyone writes in.
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SLA Management

Faster targets for pre-purchase questions than for a routine return.
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Tagging & Categorization

Tag by reason - delivery, returns, damage - and see what really drives contacts.
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Reports & Analytics

Volume and response times through the season, not just at the end of it.
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Real-Time Notifications

Shoppers get an update at each status change without emailing to ask.
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Customer Feedback

A satisfaction rating on resolved tickets, tracked across the peak.
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Getting started

How it works

Connect your shop address

Point the address on your contact page at the helpdesk. Shoppers notice nothing.

Publish five answers

Delivery times, returns, exchanges, sizing, damaged goods. That is most of the queue.

Prioritise pre-purchase

Give sales questions the tighter target. They are the ones with revenue attached.

Review after the peak

Tagged volume shows which product pages caused the contacts, and what to fix.

Questions

What online stores usually ask

Does it connect to our store platform?

Not as a native integration. Tickets arrive by email and through the web portal, and agents reference the order number in the ticket. If you need to push data between systems, the REST API is a Premium add-on. Be wary of anyone promising a deep store integration on a free plan.

Will 500 tickets a month cover a busy store?

Outside peak season, for many small stores yes - especially once a knowledge base absorbs the delivery and returns questions. Through a heavy November it may not, and you add an agent pack from your workspace, which raises both the agent limit and the monthly allowance. Nothing stops working while you decide.

Can pre-purchase questions be answered faster than returns?

Yes, and it is worth doing. SLA policies set targets per priority, so a question from someone with a full basket gets a tighter clock than a routine return.

Can shoppers check their own ticket without emailing us?

Yes. The self-service portal lets a customer raise a request, follow its progress and read your published answers, which removes a large share of the chasing messages that make peak season worse than it needs to be.

We take questions from social and a contact form too. Does that fit?

Email and the web portal are captured directly, and your contact form can post into the same queue. Social messages are not pulled in automatically - most stores forward them to the support address so everything lands in one place.

How is this different from the small business page?

Same product, different problem. If your support is not order-driven, helpdesk software for small business covers the general case. This page is about the volume, seasonality and repetition specific to selling online.