For e-commerce teams on Zendesk
Support tickets that resolve themselves— safely.
eComDesk connects Zendesk to your store, understands every ticket, and resolves the routine ones end-to-end — within the guardrails you set.
Launches in Shadow Mode — zero customer-facing actions until you say so.
AI Copilot
96% confidentORDER #1042
2× Trail Jacket · $59.90
Shipped · UPS · arriving Thursday
POLICY CHECK
Within 30-day window
Refund eligible · max $59.90
Automation you can actually trust
Every reply passes a deterministic policy engine, a risk check, a grounding verifier, and your approval rules before anything reaches a customer.
Resolves, not just replies
Finds the order, checks your policy, and takes the permitted action — refund, cancellation, or tracking update — then answers through Zendesk.
Your policies are law
A deterministic policy engine decides eligibility. The AI explains decisions — it can never invent refunds, amounts, or exceptions.
Answers only what it knows
Replies are grounded in your product catalog, knowledge base and policies — and verified before sending. Unsure means “we’ll confirm”, never a guess.
Earn trust before autopilot
Shadow Mode shows every reply the AI would have sent on real tickets. Graduate playbooks to automation only when the readiness score proves them.
Auto-pilot, one ticket at a time
Trust a single ticket to the AI end-to-end — it replies and resolves without approvals, while the rest of your inbox stays exactly as cautious as you set it.
A copilot for your agents
Agents write a rough reply and let the AI polish it in your brand voice — facts untouched. Suggested next actions and live “who’s viewing” keep the team in sync.
Answer the phone, too
A bilingual voice agent (EN/ES) picks up, verifies callers, answers from your real orders and policies, transfers to a human when asked — and every call lands as a ticket with the transcript.
Know why customers return
Returns, cancellations and refunds captured with reason, product and marketplace — including the revenue at risk — in a live report your ops team can act on.
Built for marketplaces
eBay, Amazon, Walmart and Back Market relays are understood natively — bot notifications are filtered and routed, never answered like customers.
Live in an afternoon
01
Connect
Zendesk in one OAuth, ShipStation with an API key — or any store via the API connector. Add your policies and product catalog so the AI answers from your facts.
02
Watch it work
Shadow Mode processes real tickets silently and builds a per-playbook readiness score.
03
Automate
Turn on Copilot approvals, then graduate proven playbooks to full automation.
One plan. No per-seat maths.
You pay for outcomes: a flat monthly fee, plus a small charge only when the AI actually resolves a ticket end-to-end. Tickets it merely drafts or analyzes are free.
Standard
$199/month
+ $0.65 per ticket the AI resolves
Optional phone support: +$50/mo · 100 minutes included, then $0.35/min
- Unlimited tickets
- Zendesk + store connections
- Shadow, Copilot and automatic modes
- Policy engine and approval workflow
- Commerce insights and reporting
- Up to 25 team members
No card required · the whole product with trial allowances — AI analysis, auto-resolutions, and phone minutes included
What counts as resolved?
Only a ticket the AI closed end-to-end on its own. Drafts you approve, analyses, and anything a human finishes are not charged.
A worked example
2,000 tickets a month, 40% resolved automatically = $199 + 800 × $0.35 = $479. Illustrative — your automation rate is yours to grow.
Need more?
Higher volumes, extra seats or custom terms — talk to us and we will tailor it.
Give your team their evenings back.
Start in Shadow Mode today — see exactly what eComDesk would resolve before a single customer hears from it.
Start free