Every order, return, and ticket on the same view.
Open a ticket, see the order, the customer's full history, the product's return rate, the agent's last touch. No tab switching. No copy-pasting order numbers across tools. Macros on live data. AI drafts with a human in the loop. Never auto-sends.
The actual problem, grounded in reality.
Your CS team is in seven tabs. Gorgias for the email. Shopify Admin for the order. ShipStation for the tracking. Loop for the return. The fulfillment portal for the inventory. Klaviyo for the customer history. A Notion doc for the macro library. Each ticket is a context-reassembly project, and the customer is waiting.
The macros that work on placeholders ('Hi {first_name}, your order {order_number} is on its way') feel personal until the customer asks a follow-up. Then your agent has to flip to four tabs to actually understand the order. The AI drafts your helpdesk vendor sells you are trained on a generic corpus, not your refund policy, your shipping tiers, or your VIP tags. They draft confidently wrong, and your team rewrites them anyway.
CCEN's CS surface sits on the live ledger. The order, the customer, the product, the return, the inventory, the agent's last touch, all rendered next to the message. Macros read live data, not placeholders. AI drafts use your real refund policy, your shipping tiers, your VIP rules. The agent reviews, edits, sends. Never auto-sends.
What changes on CCEN
What a CS surface looks like when it sits on the same ledger as orders, returns, and inventory.
Context, not tab-switching
The order, the customer's full history, the SKU's return rate, the carrier's tracking event, the agent's last touch, all rendered next to the message. Zero clicks to context.
AI drafts on your real policy
Drafts use your refund policy, your shipping tiers, your VIP rules, your loyalty program state. Not a generic corpus. The agent reviews and sends. AI never auto-sends.
Macros on live data
The 'replace and apologize' macro renders the actual order, the actual SKU, the actual replacement ETA, the actual coupon code. Not a placeholder string. Personalization that personalizes.
Unified inbox, every channel
Email, chat, Instagram, WhatsApp, Amazon messages, Walmart messages. One queue. One routing layer. SLA tracking per channel. Escalation rules per priority.
Refund-and-restock, one click
Refund, restock the SKU, push the customer credit, log the return reason, attach the photo, all on one click. The ledger updates. The COGS reflects it. The agent moves on.
App screenshot · CS ticket pane · context drawer + AI draft
Order on the left, customer history below, AI draft on the right. Placeholder image.
Macros that read your live ledger.
Five macros every CS team rewrites in week one. On CCEN they read the live order, the live SKU, the live customer record. Not a placeholder string.
See the AI draft in action.
Three minutes. We'll show how a real ticket lands, how the context populates, and how the AI draft on your refund policy reads versus a generic helpdesk draft.
Tools you'd typically replace
Most CS teams are in 5+ tools per ticket. CCEN replaces the helpdesk, the macro library, and the half-broken AI overlay.
Reference setup
A 14-person CS team handling 4,000 tickets a week on CCEN.
We had Gorgias plus Loop plus AfterShip plus a custom Notion runbook. Our agents were context-switching constantly. On CCEN, the context is just there. Our average handle time dropped 41 percent.
Common questions from CS leads
- Does the AI auto-send?
- No. Never. AI drafts. The agent reviews, edits, sends. Auto-send is not a setting we expose. The human is always in the loop.
- What about voice and phone?
- Voice integrations available with Aircall, Dialpad, and Twilio Flex. Calls render alongside tickets in the unified inbox. Voice transcripts feed the AI draft. Phone-only teams can get a fully voice-first surface.
- Can we keep our existing macros?
- Yes. Macros import from Gorgias, Zendesk, Re:amaze. Most operators rewrite the top 10 macros to use live-data substitution rather than placeholder strings, but the rest port over as-is.
- How does SLA tracking work?
- Per-channel, per-priority, per-tier. First response time and resolution tracked separately. Misses surface in real time, escalations route per your rules. SLA reports in the reports surface.
- Can we have specialized queues?
- Yes. VIP queue, returns specialist queue, language-specific queues, channel-specific queues, all configurable. Routing rules can use any attribute on the ticket (LTV, channel, country, SKU return rate, and so on).
- What about returns inside CS?
- Returns is its own surface, but the CS view sees and acts on returns natively. Approve a return, refund, restock, all from the ticket. The customer's self-service portal stays available alongside.
Built for customer service teams. See it run.
A 30-minute call with a real engineer. We connect a sandbox to your Shopify, Amazon, or EDI partner and walk through the workflow you care about. No slides. No discovery deck. The product, on data that looks like yours.