Tedooo Support

Set up in the console (Admin)

1. Support › Channels: connect the Gmail mailboxes the desk answers from. Several mailboxes feed one queue.
2. Support › Team: the groups reps belong to and how each hands out its tickets.
3. Support › Permissions: the confidence threshold, blocked topics and the caps per action (for example refunds above $50 need a person).
4. Support › Integrations: Shopify, Stripe and Tedooo Logistics, so orders, disputes and parcels show beside the tickets.
5. Team: grant each rep support.access, and the manager, coupon, orders, logistics and disputes permissions they need.

Working the queue

• Tabs: All, Open, Needs review, Waiting, Snoozed, Resolved, Ignored, with counts.
• Sort by most urgent (priority, then lowest confidence), newest or lowest confidence. Filter by priority, mine and repeat senders.
• A ticket shows why it needs you, the conversation, and the drafted reply with its confidence and sources.
• Use the draft, modify it with an instruction or a preset, regenerate it or discard it. Attach a coupon shortcut if you may.
• Snooze, escalate, resolve, reopen, ignore. History shows who did what.
• Keyboard: j and k move through the list, Enter opens a ticket, ⌘K searches.

Shadow mode and live mode

In shadow mode replies are recorded but never reach the customer, so a team can evaluate the drafts on real mail. Live mode queues each send with a short cancel window. The mode is set in the console.

Orders, logistics and disputes

The Order tab matches orders mentioned in the conversation or placed by the customer’s email. Orders, Logistics and Disputes in the sidebar list everything live from Shopify, Tedooo Logistics and Stripe; each needs its permission. Nothing is changed in those systems from the app.

Web, Mac and phone

support.tedooos.com works in any browser and can be added to a phone’s home screen; the macOS app is on the download page; the iPhone app shows the same queue and sends a push for escalations and assignments.