QrX Message Centre · Customer support
Every question answered.Right next to the order.
A complete support desk for your customers, your team and your partners, built into the platform that already knows every order.
Customers write in by email or from the link in their order emails. QrX turns it into a ticket, routes it to the right team, shows the order, payment and parcel beside it and starts the response clock. Your team replies with templates in the customer's language, pulls in a colleague or carrier with an @mention, and closes it with a rating.
Every way in
Customers write in. It all lands in one place.
Keep your own support address. Forward it to QrX and every email becomes a ticket, sent in your name. Customers can also start a conversation from the support link in their order emails, so the ticket already knows which order it is about.
- Your own support address, forwarded to QrX, replies go out with your sender name.
- Support link in order emails opens a secure page where the customer writes about that order.
- People without an account (a supplier, a carrier depot) join by email with a saved alias like @hasan.
- Partners and fulfilment teams work in shared order channels you choose, never in everything.
From question to rating
Six steps. Nothing slips through.
Every conversation has an owner, a status and a clock. You always know who is on it, what is waiting on whom and what needs an answer first.
The customer writes to your support address or uses the link in their order email. QrX creates a ticket with a number and links the order.
What is inside
A real support desk. Not a chat box.
Tickets, teams, templates and rules, the tools support teams expect. Plus what a separate helpdesk can never have: the order itself.
Every ticket numbered, sorted and on time.
A fast inbox that stays up to date on its own. See what is yours, what nobody has picked up and what is about to run late.
- Ticket numbers, status, type and priority, with lists you can shape to your own team.
- Queues: mine, unassigned, mentions, waiting, overdue, snoozed and saved views.
- Live tiles above the inbox, one click filters the list.
- Search by order number, ticket number, tracking number or message text.
- Tags, merge and forward for duplicates and conversations that belong elsewhere.
- Keyboard shortcuts for people who answer all day.
| Ticket | Subject | Priority | Owner | Due |
|---|---|---|---|---|
| #1284 | Parcel not receivedOrder #10482 · Emma | Urgent | SK | Overdue 20 min |
| #1283 | Wrong size deliveredOrder #10477 · Jonas | High | JD | in 45 min |
| #1281 | Invoice with VAT numberWithout order · Lucas | Medium | Support | in 6 h |
| #1279 | Change delivery addressOrder #10469 · Sofia | Low | AB | Waiting on customer |
/where-is-my-parcelNLENDE/refund-startedNLEN/address-changeNLENFRAnswer faster
Type / and the answer writes itself.
Save your best answers once, per language. QrX fills in the customer's name, order, carrier and tracking link, and picks the language of the conversation. Your signature follows the language too.
- Variables from the order filled in automatically.
- A version per language, picked by the conversation.
- Signatures per language for every team member.
- Starter templates ready on day one.
Any language
Your customer writes German. You read English.
Translate any message with one click and answer in the customer's own language. Sell across Europe without hiring a support agent for every country.
Hallo, mein Paket kam heute an, aber die Vase ist zerbrochen. Kann ich ein Foto schicken?
Das tut uns leid, Lena. Schicken Sie gern ein Foto, wir senden sofort eine neue Vase.
On time, every time
Every ticket has a clock. Late ones get help.
Set reply times per team. QrX shows what is due soon, flags what is late and escalates it to the right person, so no customer waits in silence.
- Routing rules send each conversation to the right team or person by shop, country or language.
- Due and overdue in the inbox, on the tiles and in the app.
- Escalation when a reply is overdue.
- Snooze a ticket until later; it comes back to the top as unread.
Busy days
One delay, 300 orders. One message.
Select the orders that are affected and inform every customer at once, each in their own language and in their own conversation. Replies come back to the right ticket.
- Bulk messages to the customers of many orders.
- Every customer gets their own ticket, not a reply-all.
- Satisfaction ratings after a ticket is resolved, visible on the ticket and the inbox.
Private by design
The right people see it. Nobody else.
Customer conversations contain names, addresses and photos. QrX treats them that way, from the composer to the file storage.
You always see who reads it
The composer shows exactly who will receive your message. Internal notes never reach customers or partners.
Files are scanned and private
Photos and documents are checked for viruses and stored privately. Only people in the conversation can open them.
Your conversations stay yours
Messages are only visible to the people and teams in them, and every change is recorded.
Why built in
A separate helpdesk does not know your orders.
Most support tools start from an email. QrX starts from the order, the payment and the parcel, because that is what your customers ask about.
| Separate helpdesk tool | QrX Message Centre | |
|---|---|---|
| Order, payment and tracking | Through an integration or a second screen | In every ticket |
| Fulfilment partners and carriers | Forwarded emails | In the same conversation |
| Support link in order emails | Build it yourself | Built in, order already linked |
| Warehouse scans a parcel | Not possible | Opens the conversation in the QrX app |
| Another login, another bill | Yes | Part of QrX |
Part of QrX
One platform, from question to delivery.
The Message Centre uses the same orders, customers, teams and email designs as the rest of QrX.
Plans and prices for Message Centre
Start free and upgrade when you grow. Every QrX price is on one page.
Questions
Good to know
Can I keep my own support email address?
Yes. You forward your existing support address to QrX. Every email becomes a ticket, and replies go out with your shop's sender name.
How do customers reach us about an order?
By email, or through the support link in their order emails. That link opens a secure page where they write about that order, so the ticket is linked to it right away.
Can our warehouse or carrier join a conversation?
Yes. Fulfilment partners with a QrX account work in shared order channels you choose. People without an account join by email with a saved alias, and their replies come back into the same ticket.
Does it work on the phone?
Yes. Link your work account to the QrX app to get push notifications, reply, send photos and scan a parcel to open its conversation.
Can customers see our internal notes?
No. Notes stay inside your team. The composer always shows who will receive a message before you send it.
What does it cost?
The Message Centre is part of your QrX account. Book a demo and we will show you the setup for your team and shops.
Get started
Give every customer a fast, clear answer.
We connect your support address, set up your teams and templates, and show you the Message Centre with your own orders.