Ticket management
Fewer tickets. Better handoffs.
The AI resolves the routine issues on its own — refunds, replacements, WISMO — and when something genuinely needs a human, your team gets the full story: transcript, order, cart, and what was already promised.
- AI resolves the repetitive 80%
- Escalations arrive with full context
- Your rules decide what needs a human
Powered by Aurevia.ioNo blank tickets
Every escalation carries what they asked, what they bought, and what the AI already offered.
First reply, pre-written
Your team opens the right queue with the story already gathered — no “can you repeat that?”
The cart stays warm
Escalating a problem never has to mean abandoning a sale mid-thread.
What you get
Triage you can trust
Spot urgent threads—chargebacks, severe complaints, or VIP rules—and route them before they sit in a general bucket.
Not “another app” fatigue
The goal is fewer duplicate tools, not more. Connect conversation history and outcomes so leadership sees one picture.
Works with how you already operate
If you run a helpdesk today, the AI is the first touch that enriches what humans see next—not a black box on the side.
Accountability, not black-box AI
Reviewable transcripts and outcomes mean you can coach the AI and the team with the same data.
How it works
AI handles first
Deflect FAQs, WISMO, and fit questions with catalog-aware answers in brand voice.
Triggers you define
Escalation rules reflect your risk, SLAs, and customer tiers—not a one-size list.
Team picks up in context
Humans get chat history, cart, and what was promised so the customer is not re-explaining.
“Our shared support inbox used to be a graveyard of unanswered questions by Friday. Now most of it never even reaches a human, and the tickets that do come through are the ones that actually need a person.”
Questions, answered
Is this a Zendesk or Gorgias replacement?
Aurevia focuses on the AI storefront and conversation layer. Many teams use it alongside a helpdesk; the value is deflection plus rich escalation context, not re-building your entire support stack in day one.
What does an agent see on handoff?
At minimum, the full message thread and shopper context the AI used—so agents answer as if they were there the whole time.
Can we limit what the AI says before handoff?
Yes. Merchant rules and policy hierarchy keep the AI in bounds; sensitive topics can route to humans immediately if you prefer.
See it live on your store
Install from the Shopify App Store, sync your catalog, and watch the first conversations come in — most merchants are live within the hour.