Every conversation becomes a task on one board
Switch the inbox to a board and see all support work in one screen, from new to done, with who owns each conversation and how long the customer has waited.
Support work is a to-do list. The board treats it like one: each conversation is a card, and every column is a stage your team agrees on.
- Drag to move work forward. Drop a card into Done and the conversation is resolved. Drag it back and it reopens.
- Columns that fit your process. Add, rename and remove columns, like “Waiting on customer” or “Waiting on warehouse”.
- Everything on the card. Channel, subject, latest message, tags, priority, attached order, waiting time, due date and assignee are visible without opening the conversation.
- Assign and track in one place. See who owns what, spot the cards nobody has picked up, and catch overdue ones before customers chase you.
- Same filters as the list. Search, saved views, tags and sort order work in both views, so you can switch with one click.
More of Ferry Desk
- Email and chat in one shared inboxEvery customer email and storefront chat becomes a conversation your whole team can see, assign and resolve from the Shopify admin.
- Live chat that looks like your storeAdd a chat bubble to your Online Store theme with an app embed, styled from the theme editor with no code.
- Refund, cancel and add tracking without leaving the threadAttach the order a customer is writing about, then act on it from the order panel beside the conversation.
- Answer common questions the moment they arriveDescribe the questions customers ask most and write your answer once. The assistant recognizes them in context and replies right away, using the customer's real order details.
- Saved replies, suggested at the right momentKeep your best answers as saved replies with customer and order variables, and let Ferry Desk suggest the right one as each new message comes in.
- Reply time SLAs your team can see at a glanceSet how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes.
- Drafts, priorities and answers that read the roomOptional AI help that drafts replies in your tones, flags urgent messages and suggests tags, while your team stays in control.
- Support customers in their languageFerry Desk detects the language of each customer message and translates it into the language your team works in.
- Stay on top of support from anywhere in ShopifyNotifications for mentions, assignments and watched conversations, and a Sidekick that can search and report on your inbox.