12Commerce Features
Support Desk (Helpdesk)
The support desk organizes help into tickets with categories and priorities, live chat inside each ticket, a fair-assignment agent queue, SLA response tracking, and admin oversight. Authorized support can securely view a user’s exact screen to reproduce issues — with every session logged for accountability.
What you can do with support desk (helpdesk)
Tickets with real-time chat, SLA tracking, and helpers who can see exactly what you see.
Ticket system
Tickets with categories and priorities — organized, searchable, and assignable.
Real-time ticket chat
Conversations run live inside tickets — WhatsApp-familiar, issue-organized, forever searchable.
SLA tracking
Per-ticket response and resolution timers surface delays before customers complain.
Secure impersonation
Authorized support views your exact screen to debug — fully logged for accountability.
The problem it solves
Support that lives in scattered DMs disappears, and “it works on my machine” drags on for days while the merchant waits.
Who it is for
Merchants who want real response-time discipline and support that can actually see the problem.
How it works
A simple workflow that fits how stores already operate.
Raise a ticket
Pick a category and priority from inside the product — one click away.
Chat it through
Conversation continues in real time; agents are assigned fairly from a queue.
Get it resolved
SLA clocks keep response time honest, and screen-level debugging finds issues fast.
Explore related features
Support Desk (Helpdesk) checklist
- Ticket system
- Real-time ticket chat
- SLA tracking
- Secure impersonation
- Raise a ticket
- Chat it through
- Get it resolved
Frequently asked questions
Answers about this 12Commerce feature. Anything specific to your plan or store can be confirmed with the team.
How fast is support?
Response times are tracked per ticket with SLA clocks — delays surface before customers complain.
Can support see my screen?
Authorized support can “view as” your account to reproduce issues — with every session logged for accountability.
Is support included in plans?
Support desk access is included; response-time commitments scale with plan level — for example, the free plan has a 48-hour response window.
Where can I raise a ticket?
A create-ticket modal is available inside the product, so issues are reported without leaving the screen.
Ready to see 12Commerce in your store?
Start with a free trial and launch your online store in minutes — no credit card or technical setup required.
Build Stunning Stores FastSell Any Product, AnywhereGrow With Smart InsightsFull Business ControlBuild Stunning Stores FastSell Any Product, AnywhereGrow With Smart InsightsFull Business ControlBuild Stunning Stores FastSell Any Product, AnywhereGrow With Smart InsightsFull Business ControlBuild Stunning Stores FastSell Any Product, AnywhereGrow With Smart InsightsFull Business Control