Built for Shopify merchants

Turn every complaint into a controlled workflow.

CaseFlow CRM helps Shopify merchants track, assign, resolve, and analyze customer complaints from one simple helpdesk connected directly to Shopify.

Install Free View Pricing
  • 14-day free trial
  • Embeddable self-service portal
  • Complaint, SLA & product tracking
  • AI Assist on the Pro plan
Shopify order linked
Agent assigned
Complaints
24
Open
11
In Progress
312
Resolved
98%
SLA Health
Resolved
In Progress
Open
SLA Alert

AI Summary: Customer reports a sizing issue on order #1042. Sentiment negative. Suggested reply drafted — ready to send.

Core feature · on every plan

A self-service portal your customers actually use

Drop an embeddable, no-login support widget anywhere on your store. Customers open a complaint in seconds and track it live — and every ticket lands straight inside CaseFlow with a code and a status link.

  • No login required — just an email and a short description opens a ticket in seconds.
  • Open & track in one place — customers check status, reply, and attach files from the same widget.
  • Embed in two lines — an inline iframe, a site-wide floating “Support” button, or a shareable link.
  • Live tracking link & code on every ticket — fewer “any update?” follow-up emails.
  • Brand it as yours — your logo and colors carry into the widget on Pro.
Install Free See how it works
No login required
Embed in 2 lines
Open a support ticket
We reply within 24 hours
Email
you@email.com
Order number (optional)
#1042
What's wrong?
Wrong size delivered…

Ticket CIZ-0142 created · track status anytime at your live link.

<iframe src="https://caseflowcrm.app/embed/your-store"></iframe>
15+
Built-in features
From Shopify sync to AI Assist
20
Report types
Deep complaint analytics
6
Analytics views
Overview, Agents, SLA & more
14-day
Free trial
No credit card required
The full toolkit

Everything your team needs to resolve complaints faster

One connected workspace for support — from the first ticket to the final analytics report.

Shopify Sync

Pull customers, products, orders, and store locations straight from Shopify and keep them current.

Complaint Management

Unique complaint codes, table and Kanban views, statuses, priorities, categories, and bulk actions.

SLA Rules

Set response and resolution targets per priority and surface breaches with color-coded indicators. (Growth)

AI Assist

Auto-categorize tickets, summarize threads, draft replies, and read customer sentiment. (Pro)

Auto-Assignment Rules

Route tickets by priority, category, or channel using specific, round-robin, or least-loaded methods.

Analytics

From a basic dashboard on Starter to the full six-tab suite — Overview, Trends, Agents, SLA, Customers, Products — on Pro.

Reports

20 report types covering tickets, agents, SLA, CSAT, products, and full data export. (Pro)

Customer 360 View

Complaint history, Shopify orders, total spend, CSAT, and contact details in one profile.

Customer Portal

An embeddable, no-login portal where customers open tickets, track status, reply, attach files, and rate their experience.

Public Status Page

Give customers a branded page to look up complaint status by email or phone. (Growth)

Email Notifications

Email customers from each ticket with automatic status updates. Branded sender, reply-to, and inbound reply threading on Pro.

Role-Based Access

Admin, Manager, Agent, and Viewer roles keep the right people in the right place.

Global Search

Jump to any complaint, customer, or order from anywhere in the app instantly.

Onboarding Wizard

A guided setup gets your store connected and your first ticket logged in minutes.

Audit Log

A complete, tamper-evident trail of every action across your workspace. (Pro)

Connected to your store

Your Shopify data, ready inside every ticket

CaseFlow CRM syncs Shopify customers, products, orders, and store locations. Agents can search customers and attach Shopify orders directly to complaint tickets.

  • Customer lookup — find any shopper by name, email, or phone.
  • Product & SKU lookup — pinpoint the exact item behind a complaint.
  • Order attachment — link the relevant Shopify order to a ticket in one click.
  • Store / location sync — track complaints by branch or fulfillment location.
  • Manual, weekly, or daily sync depending on your plan.
CustomersProductsOrdersLocations
Order #1042
SKU-7741
Cairo Branch

Last sync 3 minutes ago · 150,000 customers · 2,000 orders indexed

CIZ-0142 · Kanban
Open
5
In Prog.
3
Resolved
28
Closed
96
Critical
High
Online
Structured by design

Complaint management that keeps every case accountable

CaseFlow gives support teams structured complaint management built for real operations.

  • Unique complaint codes with table view and Kanban board.
  • Statuses: Open, In Progress, Resolved, Closed.
  • Priorities: Low, Medium, High, Critical.
  • Categories: product complaints and general complaints.
  • Multi-product complaints — log several items and per-item issues on one ticket.
  • Channels: online and store / branch.
  • Bulk actions plus filters by status, type, channel, priority, agent, and SLA.
Stay ahead of breaches

SLA targets that warn you before a customer does

Merchants set response and resolution targets by priority. CaseFlow detects SLA breaches automatically and shows color-coded SLA indicators across the workspace.

  • Separate response and resolution targets per priority level.
  • Automatic breach detection — no manual stopwatch required.
  • Color-coded indicators turn green, amber, or red at a glance.
Critical · responseon track · 12m left
High · resolutiondue soon · 48m
Medium · resolutionbreached · +2h
Low · responseon track · 5h left
Six tabs of insight

Analytics that explain why complaints happen

Overview, Trends, Agents, SLA, Customers, and Products — each turning raw tickets into decisions.

OverviewTrendsAgentsSLACustomersProducts
4.6h
Avg resolution
94%
SLA compliance
Sizing
Shipping
Defect
Color

Analytics help merchants understand:

  • Where complaints come from and which stores get the most.
  • Which products, sizes, SKUs, and colors create issues.
  • Which agents resolve fastest, and SLA breach trends over time.
  • Resolution time and repeat-complaint customers.
Pro plan

Scale your support operation with Pro

Unlock automation, AI, and reporting depth for high-volume merchants.

AI Assist

Categorize, summarize, draft replies, and gauge sentiment.

Auto-assignment rules

Round-robin and least-loaded routing on autopilot.

Scheduled reports

Email reports land in inboxes on the cadence you choose.

Audit log

A full trail of every change for compliance and trust.

20 report types

From CSAT to SKU complaint analysis and beyond.

Full data export

Export everything to CSV or Excel whenever you need it.

Ready to upgrade complaint operations?

Install CaseFlow CRM and give your Shopify support team a clearer, faster, and more accountable way to resolve customer issues.

Install Free View Pricing