The Settings section in HelpEcho gives you full control over how your support system operates. It’s where you manage foundational configurations such as mailboxes, agent profiles, automation rules, and ticket behavior.
Here’s a quick summary of what you can manage under each Settings tab:
General Settings
Configure your default reply email address, time zone, and basic ticket preferences to match your store’s support workflow.
Mailbox Settings
Connect your support mailbox(es) to HelpEcho. All customer emails will be converted into support tickets from the linked inbox. You can add multiple mailboxes and customize each one.
Agent Settings
Manage your support team by adding, editing, or removing agents. You can only assign tickets to users who are first added as staff in your Shopify Admin with HelpEcho access enabled.
Auto Close Settings
Enable automated closure of inactive tickets. You can define the inactivity duration, choose categories to include or exclude, and set up a custom response message that gets sent when tickets auto-close.
Each of these settings helps streamline your customer service experience while maintaining flexibility and control. We recommend setting these up before your support team begins using HelpEcho actively.