UVdesk eCommerce Helpdesk

UVdesk is a Shopify helpdesk that offers a cloud-based and open source helpdesk solution that helps ecommerce store owners to manage interactions with their customers. They provide multi-channel support and third-party integrations, support ticket management, task and email management, and customer follow-up tracking.

Pros:

• UVdesk is a customer support tool built for ecommerce and takes into account the specific set of requirements of ecommerce merchants. 
• You can automate your processes by creating a set of rules and presets for tickets coming from different channels to respond faster.
• With UVdesk, you can search for and manage customer conversations more effectively with the help of tags, priority, status, and labels. 
• Your team can also collaborate seamlessly with features like assigning agents, private notes, forwarding replies, etc.
• Besides paid pricing plans, UVdesk also has an open-source helpdesk that is completely free to use. 

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Cons:

• The layout can be quite intimidating and confusing for first-time users. You’ll need to go through a steep learning curve to generate value from the product. 
• Sometimes the error messages shown are not clear. This means you won’t know what’s causing the problem and will need to contact their support team for clarification. 
• There have been reports of issues with canned responses being delayed and agents forced to instead send these messages manually. 
• UVdesk has a “per person per month” pricing model. This can turn out to be extremely expensive as your team grows.