Helpdesk on top of your real data.
Tickets, SLAs, and a unified inbox wired into the order, the customer, the product, and the agent that touched it last. Macros that read live order data. AI assist with a human in the loop. The Richpannel and Gorgias pattern, running on your live order, customer, and SKU data.
The shape of cs in CCEN.
Customer Service is the ticketing app. Email, chat, social DMs, and marketplace messages all land in one queue. Each ticket renders the customer record, the order context, and the SKU's history alongside the message. Macros pull from the actual order in front of the agent, not generic placeholders. AI drafts replies; humans send them. Post-purchase NPS surveys and voice-of-customer themes are first-class.
Email, chat, DMs, marketplace messages.
Every channel for customer messages funnels into the same queue. Email via your domain, chat from your storefront, Instagram and TikTok DMs, Amazon Buyer Messages, Walmart Marketplace messages, Etsy convos. Each ticket carries a channel tag and a typed thread of messages.
When a ticket opens, the right pane renders the customer record (RFM, LTV, persona), the order context (line items, shipment, returns, holds), and the SKU's history (return rate, listing copy, supplier). Agents stop tabbing between tools. The context is the page.
Cross-ticket history surfaces. If the customer wrote in last month about the same order, the prior thread is visible. If the SKU has a known issue, a banner shows on every ticket touching it. The macros and the agent assist read that context too.
- • If order.delayed → insert apology + $5 credit
- • If customer.vip → escalate to senior queue
- • If tone.hostile → require supervisor approve
Personalization that actually personalizes.
Macros pull from the actual order in front of the agent. {{order.tracking_url}} resolves to the actual tracking link for this order. {{customer.first_name}} resolves to the actual first name. {{shipment.predicted_eta}} resolves to the predicted window from CCEN's ETA model, not a generic 'within 3 to 5 business days'.
Conditional macros branch on context. If the order is delayed, the macro inserts the apology and the credit offer. If the order is on time, the macro sends the standard tracking template. The branching is reviewable and version-controlled.
Macros chain into actions. A macro can refund the order, issue store credit, change the shipping address, or open a return. The action is logged on both the ticket and the order audit trail. The agent confirms; the system executes.
Drafts, not auto-sends.
The CS agent reads the inbound message, the customer record, the order context, and the SKU history, and drafts a reply in your brand voice. The draft renders in the composer, editable, with citations to the records it pulled from. The human edits and sends.
Auto-send is configurable per intent. Tracking-where-is-my-order replies can auto-send when the system is highly confident; everything else routes to a human. Refund replies always require a human. Fraud or hostile-tone replies route to a senior queue.
Sentiment scores attach to every message. Hostile messages escalate. Positive messages roll up into NPS-adjacent reports. Voice-of-customer themes cluster automatically across the quarter so the team sees the patterns, not just the threads.
- • If order.delayed → insert apology + $5 credit
- • If customer.vip → escalate to senior queue
- • If tone.hostile → require supervisor approve
Three things Gorgias and Zendesk, stitched to your stack, will not do.
One inbox, every channel
Email, chat, Instagram, TikTok, Amazon Buyer Messages, Walmart, Etsy, all in one queue. The agent stops tabbing between tools.
Macros that resolve to live data
{{order.tracking_url}} resolves to the real tracking link. {{shipment.predicted_eta}} resolves to the real predicted window. Generic placeholders die.
Voice-of-customer themes, automatic
Sentiment scores per message. Themes cluster across the quarter. The team sees the patterns, not just the threads.
Helpdesk, but wired to ops.
Unified inbox
Email, chat, Instagram, TikTok, Amazon Buyer Messages, Walmart, Etsy, all in one queue with channel tags.
SLA tracking
Time-to-first-response, time-to-resolution, breach alerts. SLAs configurable per channel and per priority.
Live context pane
Customer record, order context, SKU history, prior tickets, all rendered alongside the message.
Live macros
Pull from the real record. Conditional branches on context. Chain into refunds, RMAs, address changes.
AI draft assist
Drafts in your brand voice with citations. Configurable auto-send by intent and confidence threshold.
Fraud and hostility flags
Drafts route to a senior queue when fraud or hostile-tone signals fire. Audit log records the reason.
Team queues and assignments
Round-robin, skills-based, VIP routing. Assignment is a typed event with reason and SLA implications.
Sentiment, NPS, themes
Per-message sentiment. NPS surveys post-purchase. Themes cluster across the quarter automatically.
Macro version control
Macros are reviewable, version-controlled, and testable. Roll back to last week's wording in one click.
What the agent sees when a delay ticket lands.
A customer emails about a late order. The agent opens the ticket cold. Here is what CCEN's CS app renders, in the order the agent reads it.
Marketplaces, social, and the tools handing off context.
First-party integrations to the marketplaces and social platforms most CS teams cover, plus the surveys, voice tools, and analytics rails that read CS data.
“Our CS team had Gorgias open in one tab, Shopify in another, and a tracking tool in a third. Every reply took six minutes. CCEN put it all on one page. Replies take ninety seconds. Same headcount, three times the throughput.”
CS that knows the order.
Connect your inbox and one marketplace, and see live macros, AI draft assist, and SLA tracking running on real tickets.