The Supporttab (Performance → Support) turns your help desk into operating intelligence. It's not an inbox, you still answer tickets in your help desk, it's the layer that tells you when support volume is spiking, which products are generating the most tickets, and whether your team is keeping up.
Connecting your help desk
Ecom Forward supports both Gorgias and Zendesk. Connect either (or both) on the Support card under Settings → Stores.
- Gorgias: Settings → REST API → create an API key, then paste your subdomain, email, and API key.
- Zendesk: Admin Center → Apps and integrations → APIs → Zendesk API → turn on Token access and add an API token, then paste your subdomain, agent email, and that token.
- We test the connection before saving, so a typo shows up right away.
What you'll see
Every KPI shows its change versus the previous period (lower tickets, faster responses, and higher CSAT are green), so you can tell at a glance whether things are getting better or worse.
- Ticket volume with the trend of created vs resolved, plus a resolution rate (are you keeping up or is the backlog growing?).
- Tickets per order, the leading indicator no profit tool shows, now plotted over time. A rising ratio means something in the experience is breaking.
- Support load vs refunds, your daily ticket volume charted against your daily refunds, with a plain-English read of whether they're moving together. When they do, a support spike is your earliest warning that refunds are coming (single store).
- Contact-reason trends, not just your top reasons, but which ones are rising fastest (or brand new) versus last period, so you catch a sizing or shipping issue while it's small.
- Response & resolution speed, the full distribution plus an SLA read (“X% answered within 1h”, “Y% resolved within 24h”) instead of a single average.
- Volume by day of week (a staffing signal), priority mix, CSAT with the 1-5 breakdown, reopen rate, and per-agent performance.
- Channel mix with each channel's share and trend.
Note
Why it's here
A support spike on a specific product, lining up with a refund spike on the same product, is often the earliest warning of a quality or fulfilment problem. Seeing support next to your sales numbers, and letting Ford reason over both, catches it sooner.