Support Desk
Handle Every Merchant and Customer Query in One Place
A support desk is where questions land and get answered. In iCargos, merchant queries sit right on the order they're about, and you can bring WhatsApp, email and live chat into a single inbox — so a "where's my parcel?" never falls through the cracks.
Questions answered right on the order
No hunting for context — the query and the shipment it's about live in the same place.
Comments on every order
Merchants raise a query against the specific order, and your team replies in the order's comment thread, so the whole conversation stays attached to the parcel.
Live todayQuick canned replies
Answer the common ones fast with seven ready-made responses, so routine questions don't eat your team's day.
Live todayOversight in one report
A comments report gives supervisors a single view of the queries coming in and how they've been handled.
Live today[ Screenshot: Order comments / query thread ]Real product capture of an order's comment thread with canned replies — awaiting capture from design.
Bring every channel into one inbox
Beyond order comments, connect your customer-facing channels so nothing is scattered across apps.
Central Inbox
WhatsApp, email and live chat come together in one screen, so your team answers from a single place instead of switching tools.
Connect your channelsLive chat
Add a live chat channel so a visitor or merchant can reach you in the moment, with the conversation landing in the same inbox.
Connect your channelsPatterns worth seeing
An assistant surfaces patterns in your incoming queries — like how many arrive outside working hours — so you can staff the desk where it actually hurts.
Connect your channelsHow it connects: the unified inbox and live chat run through channels you connect — your own WhatsApp Business number and approved templates, and your email. It isn't zero-setup: you link your channels first, then everything comes into one place under your name.
Never let a query sit unread
Auto-acknowledge instantly. When a merchant query comes in, the Comment SOS play can send an immediate acknowledgement so they know they've been heard.
Alert the team. It pings your team the moment a query goes unread, so nothing quietly ages in a queue.
On your terms. Comment SOS is an opt-in play — off until you switch it on — and it sends through the channels you've connected.
Frequently asked questions
How do merchants raise a support query?
Right on the order. A merchant leaves a comment against the specific shipment, and your team replies in that same thread — often with one of seven ready-made responses for common questions — so the query and the parcel stay together and a supervisor can review it all in the comments report.
Can I handle WhatsApp, email and chat in one place?
Yes — that's the Central Inbox. It brings WhatsApp, email and live chat into a single screen. You connect those channels first (your own WhatsApp Business number and templates, and your email); once connected, everything lands in one inbox for your team.
What is Comment SOS?
An opt-in play that auto-acknowledges a merchant query the moment it arrives and alerts your team when one goes unread, so nothing sits ignored. It's off until you turn it on and sends through the channels you've connected.
Is the support desk the same as the retention campaigns?
No. The support desk is about answering questions quickly — order comments, a unified inbox and unread-query alerts. The growth and retention plays are a separate, opt-in feature for winning back quiet merchants. They can share channels, but they do different jobs.
Do I need to set anything up for the unified inbox?
The order-comment support works out of the box. The unified inbox and live chat need you to connect your channels first — your WhatsApp Business number and approved templates, and your email — so it isn't zero-setup, but once linked it all runs under your own brand.
Give your merchants a desk that answers
Book a demo and we'll show a query come in on an order and get resolved end to end.
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