Quick start in 10 steps
Install CaseFlow from the Shopify App Store.
Connect your Shopify store with a one-time secure authorization.
Let the first Shopify sync import your customers, products, orders, and locations.
Configure complaint types and channels in Settings.
Invite your team and assign roles.
Create your first complaint using the + New Complaint button.
Set response and resolution SLA targets (Growth and Pro).
Embed the self-service portal on your store so customers can open tickets.
Turn on auto-assignment and scheduled reports (Pro).
Share your public status page so customers can track status anytime.
The sections below document every feature in the full plan comparison, with the plan each one is available on.
Shopify integration & data
CaseFlow connects to your store over secure OAuth and keeps customers, products, orders, and locations current inside every ticket. Limits scale by plan.
| Limit | Starter$19/mo | Growth$49/mo | Pro$99/mo |
|---|---|---|---|
| Monthly tickets | 100 | 500 | Unlimited |
| Synced customers | 50,000 | 150,000 | Unlimited |
| Orders for lookup | 200 | 2,000 | 15,000 |
| Agents | 3 | 10 | Unlimited |
| Shopify sync | Manual | Weekly | Daily |
| Free trial | 14 days | 14 days | 14 days |
Shopify integration & OAuth
All plansInstall from the Shopify App Store and approve scopes once. CaseFlow reads your store data with a token — no passwords are ever shared.
Manual sync (on-demand)
All plansPull the latest customers, products, orders, and locations from Shopify whenever you want with a single click.
Automatic sync schedule
Weekly · DailyGrowth syncs every week and Pro syncs every night, so your data stays fresh without anyone pressing a button.
Order lookup in complaints
All plansSearch any Shopify order by number or customer and attach it to a ticket so agents see exactly what was bought.
Product & SKU sync
All plansEvery product and variant syncs in, letting you pinpoint the exact item — and SKU — behind a complaint.
Synced customer directory
All plansShoppers import from Shopify with order history and spend, ready to attach to complaints. Capacity scales by plan.
Sync logs history
Growth & ProReview every sync run — what was pulled, when, and any issues — for full visibility into your data pipeline.
Complaint management
A structured complaint workflow built for real operations — unique codes, two views, full status and priority control, and multi-product support.
Complaint tracking & codes
All plansEvery complaint gets a unique, shareable code for easy reference across your team and with customers.
Table view & Kanban board
All plansWork the queue as a sortable table or drag tickets across a Kanban board — whatever fits your team.
Status & priority tracking
All plansMove tickets through Open, In Progress, Resolved, and Closed, with Low, Medium, High, and Critical priorities.
Online & store channels
All plansTag each complaint as online or store/branch so you can see where issues originate.
Link to order & product
All plansConnect the relevant Shopify order and affected product to a ticket in one click for full context.
Multi-product complaints
All plansLog several products on a single ticket, each with its own issue details — ideal for multi-item orders.
Bulk actions & filters
All plansFilter by status, type, channel, priority, agent, and SLA, then update many tickets at once.
Custom complaint types
All plansDefine complaint categories that match how your store actually operates.
Auto-assignment rules
ProRoute new tickets automatically by priority, category, or channel using specific, round-robin, or least-loaded methods.
Customer portal, self-service & email
Let customers help themselves — open and track tickets from an embeddable, no-login portal — and keep them informed by email at every step.
Ticket CIZ-0142 created · track status anytime at your live link.
Self-service ticket portal
All plansAn embeddable, no-login widget where customers open new tickets and track existing ones. Add it via inline iframe, a site-wide floating button, or a shareable link. Branded on Pro.
Customer portal & tracking
All plansCustomers look up complaint status, reply, and attach files from a public tracking page — no account needed. Branded on Pro.
CSAT satisfaction ratings
All plansCollect a satisfaction score directly from the portal once a complaint is resolved.
Email notifications
All plansCustomers receive email updates as their complaint progresses. Sender and reply-to are branded on Pro.
Branded emails
ProSet a custom display name, reply-to address, subject prefix, and footer. Delivered from our verified domain — no DNS setup.
Auto email on status change
ProAutomatically email the customer every time their ticket changes status, with zero manual effort.
@Mentions & notifications
Growth & ProMention teammates on a ticket and get in-app bell notifications so nothing slips through.
Role-based access
All plansAssign Admin, Manager, Agent, and Viewer roles so the right people have the right access.
SLA & status page
Set service targets, catch breaches before customers complain, and keep shoppers informed with a public status page.
SLA rules & breach alerts
Growth & ProSet response and resolution targets per priority. Breaches are detected automatically and flagged green, amber, or red across the workspace.
Public status page
Growth & ProGive customers a branded page to look up complaint status by email or phone, without logging in.
Status page notices & schedules
ProPost announcements and scheduled notices to the status page to keep customers informed proactively.
Analytics & reporting
Understand why complaints happen and prove your team’s performance — from a quick dashboard to 20 exportable reports.
Analytics dashboard
Basic · Advanced · FullA basic dashboard on Starter, advanced analytics on Growth, and the full six-tab suite (Overview, Trends, Agents, SLA, Customers, Products) on Pro.
Agent & product analysis
Growth & ProSee which agents resolve fastest and which products, sizes, SKUs, and colors generate the most complaints.
20 report types
ProA full reporting library — see the complete list below — each filterable by date range and exportable.
Scheduled email reports
ProEmail any report to your team automatically on a daily, weekly, or monthly cadence.
CSV export
Growth & ProExport complaint data to CSV from analytics and lists for your own records or external tools.
Excel export
ProExport richly formatted Excel workbooks, including multi-sheet exports.
Full data export
ProExport all of your complaint data at once to keep records or feed external BI tools.
The 20 Pro report types
AI Assist & automation
Pro merchants get an AI layer that triages, drafts, and reads the room — turning raw tickets into ready-to-send responses.
AI Summary: Customer reports a sizing issue on order #1042. Sentiment negative. Category: Product · Sizing. Suggested reply drafted — ready to send.
AI Assist
ProAn AI layer over your complaints that speeds up triage and replies. Available on the Pro plan.
Auto-categorization
ProAI reads each complaint and suggests the right type and category automatically.
Draft reply suggestions
ProGenerate a complete, on-brand first response that agents can edit and send.
Thread summary
ProSummarize a long back-and-forth into a few lines so anyone can pick up the ticket.
Sentiment analysis
ProGauge whether a customer is frustrated, neutral, or happy to prioritize accordingly.
Branding & operations
Make CaseFlow feel like your brand, keep a record of every action, and get help at the level your plan includes.
Logo upload & brand color
ProUpload your logo and set a brand color that carries into the portal and emails.
Audit log
ProA complete, tamper-evident trail of every action across your workspace for compliance and trust.
Onboarding wizard
All plansA guided setup connects your store and logs your first ticket in minutes.
Support
Standard · Priority · PremiumStandard support on Starter, priority on Growth, and premium support on Pro.