Customer support tooling changes significantly after migrating from WooCommerce to Shopify. WooCommerce support typically runs through WordPress contact forms, email plugins, or generic helpdesk tools with limited ecommerce context. Shopify's support app ecosystem is deeply integrated with order data — support agents can view order details, process refunds, and modify orders directly from the helpdesk. Here's how to set up and migrate your customer support after migration.

WooCommerce support setup (what you're leaving)

Common WooCommerce customer support stacks:

Email only: WooCommerce order emails forwarded to a shared inbox (Gmail, Outlook)
WooCommerce Support Ticket System: Basic plugin-based ticketing attached to orders
Zendesk + WooCommerce: Zendesk with order lookup via WooCommerce API
Freshdesk + WooCommerce: Generic helpdesk with WooCommerce integration plugin
Contact Form 7 or Gravity Forms: Basic contact forms forwarding to email
Live chat: Tidio, Intercom, LiveChat — these work independently of WooCommerce/Shopify

Shopify-native support apps

Gorgias

The leading customer support platform for Shopify. Purpose-built for ecommerce.

Deep Shopify integration: shows order history, order status, shipping tracking directly in each ticket
Agents can process refunds, cancel orders, apply discounts, and create draft orders without leaving Gorgias
Macros: template responses with dynamic variables (customer name, order number, tracking link)
Channels: email, live chat, Instagram DMs, Facebook Messenger, SMS, Twitter/X in one inbox
Revenue statistics: tracks support tickets that result in a sale
AI automation: auto-close "where is my order" tickets by fetching tracking info automatically
Pricing: $10/month (3 agents, 50 tickets/month) up to $900/month (enterprise)
Best for: stores doing $500K+ revenue needing multi-channel support with Shopify order context

Tidio

Live chat + AI chatbot + helpdesk. Affordable option with strong Shopify integration.

Live chat widget with customizable appearance
AI chatbot (Lyro): handles common questions (order status, return policy, product info) autonomously
Shopify integration: chatbot can look up order status by email/order number in real time
Email and Messenger channels alongside chat
Pricing: free (50 live chat/month) to $59+/month
Best for: small to medium stores wanting live chat + automation at low cost

Re:amaze

Multi-channel helpdesk with ecommerce focus. Strong alternative to Gorgias at lower price.

Email, live chat, SMS, Facebook, Instagram, Twitter channels
Shopify integration: order lookup, refunds, and notes from ticket interface
FAQ/knowledge base builder included
Cues: proactive messages to customers based on behavior (e.g., on checkout page for 2+ minutes)
Pricing: $29/month/agent
Best for: growing stores wanting Gorgias functionality at a lower per-agent cost

Zendesk

Enterprise helpdesk. Works with Shopify via the Shopify integration app.

Shopify sidebar in Zendesk ticket: shows customer order history, last order, order status
Can trigger order actions via Shopify API from Zendesk (refunds, cancel, fulfill)
Advanced SLA management, routing rules, CSAT surveys
Pricing: from $55/agent/month
Best for: larger teams already using Zendesk who don't want to switch platforms

Freshdesk

Free plan for up to 10 agents (email + live chat)
Shopify integration via marketplace plugin
Good balance of features and price for small teams
Less Shopify-native than Gorgias — order actions require Shopify Admin separately

Comparison table

Feature	Gorgias	Tidio	Re:amaze	Zendesk
Shopify order context in tickets	Deep native	Basic (order lookup)	Good	Via plugin
Process refund from helpdesk	Yes	No	Yes	Yes (via integration)
Live chat	Yes	Primary feature	Yes	Yes (add-on)
AI automation	Yes (strong)	Yes (Lyro)	Basic	Yes (Zendesk AI)
Instagram/FB DMs	Yes	Yes	Yes	Yes
Starting price	$10/mo	Free	$29/agent	$55/agent
Best for store size	Medium–large	Small–medium	Medium	Large/enterprise

Migrating from WooCommerce support tools

Migrating from Zendesk (connected to WooCommerce)

In Zendesk: disconnect WooCommerce integration (Settings → Integrations → WooCommerce)
Install Zendesk Shopify app from Shopify App Store
Connect with your Shopify store URL and authorize
Shopify customer data now appears in Zendesk sidebar for all new tickets
Historical tickets remain — no migration needed, they'll still show WooCommerce order data (read-only)

Migrating from Freshdesk (connected to WooCommerce)

Disconnect WooCommerce plugin in Freshdesk marketplace
Install Freshdesk Shopify integration
Configure order sync — customer email links tickets to Shopify order history

Migrating from shared inbox (Gmail/Outlook)

If your WooCommerce support was handled via shared Gmail:

Export existing email threads (last 90 days of support emails)
Choose new helpdesk platform (Gorgias recommended for most Shopify stores)
Set up email forwarding: support@yourstore.com → Gorgias/Tidio inbox
Import historical email threads as ticket history (Gorgias has Gmail import)
Build macros for your top 5 most common support questions

Migrating live chat (Tidio, Intercom staying on)

If keeping the same live chat tool after migration:

Tidio: disconnect WooCommerce widget, reconnect Shopify app. Customer sessions persist.
Intercom: Shopify integration available via Intercom App Store. Re-authenticate with Shopify store.
LiveChat: Shopify app available. Remove old widget code from WooCommerce theme, install Shopify app.

Setting up order status self-service (reduces ticket volume)

"Where is my order?" is typically 40–60% of ecommerce support tickets. Reduce volume with:

Shopify Order Status page: Native — customers get an order status link in confirmation email. Integrate with carrier tracking automatically.
AfterShip or ParcelPanel: Branded tracking page with real-time carrier updates. Customers track without contacting support.
Gorgias automation: Auto-reply to WISMO emails with tracking link from order data (zero agent time).
Tidio Lyro: AI chatbot answers "where is my order?" by looking up order status in real time from customer-provided email.

FAQ and knowledge base setup

WooCommerce sites often have support documentation in WordPress pages or a plugin-based knowledge base. In Shopify:

Create a Help/FAQ page in Shopify → Online Store → Pages
Or: Use Gorgias's built-in Help Center, Re:amaze's FAQ builder, or a dedicated app (HelpCenter)
Migrate FAQ content from WordPress — copy/paste the content into Shopify pages or the help center
Link FAQ from header navigation, product pages, and checkout page

Customer support migration checklist

Audit current WooCommerce support stack: which tools, which channels, ticket volume
Select Shopify support platform (Gorgias for most stores, Tidio for budget/small)
Set up email forwarding from support email to new helpdesk
Configure Shopify integration in chosen helpdesk
Import historical ticket/email history if needed
Build macros/canned responses for top 10 most common questions
Set up "where is my order" automation (AfterShip + Gorgias automation or Tidio Lyro)
Create/migrate FAQ knowledge base page in Shopify
Train support team on new interface and Shopify order actions (refund, cancel) from helpdesk
Test: submit a test support ticket via each channel, verify Shopify order data appears in ticket
Remove old WooCommerce support plugin/form code from decommissioned site

The investment in a Shopify-native helpdesk like Gorgias pays back quickly: the ability to handle refunds, order modifications, and apply discount codes without leaving the ticket interface significantly reduces average handle time per ticket. If your WooCommerce support team was constantly switching between the helpdesk and WooCommerce admin to action requests, the consolidated workflow is a meaningful operational improvement.

Shopify customer support apps after WooCommerce migration: gorgias, tidio & more (2026)