Shopify · Gorgias · Zendesk

Your Shopify store supported. Your customers looked after.

Keep everyday store work and customer conversations moving together. ANZ can scope Shopify administration and customer support in Gorgias or Zendesk around your order volume, brand voice and business rules.

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Defined responsibilities · Agreed coverage · Clear reporting

Support for the work behind every order

For online retailers who need help keeping product information current, answering customers and following orders through to resolution. Choose ongoing operational support, helpdesk setup, or a combination of both.

Store operations and helpdesk support

Shopify store administration

Product, variant and collection updates
Approved descriptions, images and promotion updates
Order checks, fulfillment follow up and catalog data cleanup

Customer service in Gorgias

Manage assigned ticket queues and customer replies
Prepare macros, tags, views and routing rules
Use available Shopify order context to investigate inquiries

Customer service in Zendesk

Handle email and chat tickets within agreed coverage
Organize views, macros, triggers and escalation paths
Use the Shopify integration where available in your setup

Orders, returns and follow up

Respond to delivery, product and order questions
Coordinate returns, exchanges and refunds under your policies
Escalate exceptions and keep customers informed

Helpdesk setup and improvement

Review inbox structure and recurring support questions
Connect supported tools and test agreed workflows
Create response guidance and a practical knowledge base

Quality and reporting

Review sample conversations and response consistency
Track agreed measures such as backlog and response times
Report recurring issues to the store owner with next steps

Start with a clear support plan

Tell us your store URL, helpdesk, monthly order volume, typical ticket volume, required languages and coverage hours. We agree responsibilities, access, training, quality checks and escalation rules before starting. Refund limits and changes to live orders require your agreed authority.

People and systems working together

We can support an existing Gorgias or Zendesk setup or scope configuration alongside a remote support role. Shopify Flow, WooCommerce and other app connections can be assessed where relevant. Features depend on your plans, installed apps and permissions.

What you receive

A defined task list and coverage plan
Approved customer response guidance and escalation rules
Tested helpdesk changes where setup is included
Agreed reporting and a documented handover

Questions before we start

Can you handle customer tickets without rebuilding our helpdesk?

Yes. We can scope day-to-day support inside your existing Gorgias or Zendesk account. We first agree workflows, brand voice, access and coverage.

Do you process refunds and cancellations?

Only within the policies, limits and permissions you approve. Exceptions are escalated to your nominated decision maker.

Is round-the-clock support included?

Coverage is agreed in the proposal based on workload, languages and staffing. No response time or continuous coverage is assumed.

Are Shopify and helpdesk subscriptions included?

Platform subscriptions and paid apps remain separate unless the proposal explicitly includes them. You retain ownership of your store and accounts.

See how two ANZ client managers supported approximately 50 clients at Krest Media. →

Let’s scope the right support for you.

Tell us about your business, the work you need help with and your priorities. We’ll agree the scope, team, timeline and fees before work begins.

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