Improve the team you have, without rebuilding your support operation
The decision most growing stores face is not "which helpdesk" but "do we need one yet". CaseKit is the option in between: keep Gmail, add the Shopify context and the consistency a small team is missing.
What a small team gets
One workspace, up to 3 members
Shared connected store, shared macros, shared tone. Owner invites and revokes.
Consistency by construction
Same order state produces the same scenario for every agent, before wording is even involved.
Onboarding in a day
New agents work in Gmail. The product knowledge arrives with each conversation instead of in a training doc.
The consistency problem, specifically
Three agents answering the same delayed-shipment email three different ways is not a discipline problem. It is a tooling problem.
Where snippets actually live
In each agent's drafts folder, in a personal doc, in their head. Nobody knows which version is current, and a policy change reaches whoever happens to read the Slack message.
What changes with a workspace
Macros and store tone live with the workspace, not the browser. Update the returns window once and every generated reply reflects it, in all five languages.
When you have outgrown this
Signs that a full helpdesk is the right next spend, said plainly.
Channels beyond email
Chat, social DMs and voice all needing one queue means you need a helpdesk, not an inbox extension.
Queue mechanics
Assignment, SLAs, escalation paths and shift coverage are helpdesk features and CaseKit has none of them.
More than three agents
Pro covers up to 3 members. Beyond that, per-agent helpdesk pricing starts to make sense on its own terms.
Common questions
How many agents does Pro cover?
How do we keep replies consistent?
How fast can a new agent be productive?
Can we see whether people are using it?
When should we move to a real helpdesk instead?
Try CaseKit on your next support email
Free plan: unlimited Shopify order lookups and 25 replies a month. Nothing to migrate.