Ticket AI for Shopify: AI Draft Replies Inside Your Helpdesk
Keep your helpdesk, add Flyweight as the AI layer. The Flyweight Copilot drafts on-brand reply proposals inside Gorgias, Zendesk, Freshdesk, Gmail, Outlook and Zoho Mail, grounded in your whole Shopify store.
ByKeep your helpdesk. Add Flyweight as the AI layer.
Your helpdesk already does its job well: routing tickets, organizing the queue, and keeping your team aligned. Flyweight is not here to replace it.
Where most helpdesks fall short is store knowledge. Their AI add-ons reply from whatever you manually upload, and they charge extra on top of your seats. Flyweight Ticket AI works differently: it drafts replies from your full Shopify store, right inside the helpdesk you already use.
It runs on the Flyweight Copilot, a browser extension that opens a side panel next to your inbox. Same on-brand AI as your storefront chat, same Knowledge Graph, now helping your team handle tickets.
Beta: Ticket AI is rolling out now. Apply in the Flyweight app under Setup → Channels → Apply to join the Beta, and a colleague will help you get set up.
How it works
- Your agent opens a ticket in the helpdesk they already use.
- The Copilot reads the conversation and pulls the customer's Shopify orders and details into the side panel.
- It drafts an on-brand reply grounded in your store: products, variants, policies, FAQs, and the live order context.
- Your agent reviews, edits, and inserts it into the reply box. Nothing gets sent until a human sends it. There is no auto-send.
Agents can also ask the Copilot to refine a draft. It shows its work too: which orders it checked, what store guidance it used, and how it wrote the reply.
Works with the tools you already use
Ticket AI runs inside your existing stack. In beta, it supports:
Helpdesks
- Gorgias
- Zendesk
- Freshdesk
- Brevo
- Greyhound CRM
Webmail
- Gmail
- Outlook on the web
- Zoho Mail
The same extension works across all of them, so the AI follows your team wherever they answer tickets.
Why merchants switch their AI, not their helpdesk
Helpdesk AI add-ons got expensive fast, and they still do not know your catalog. So you end up paying for AI resolutions, agents, and extra features, then maintaining a separate knowledge base just to keep answers on track.
Flyweight flips that:
- The AI is the product, included from the start. It is not a premium layer added onto a ticketing tool.
- It already knows your store. It is grounded in a Knowledge Graph of your full Shopify catalog, refreshed every 24 hours, so agents spend less time digging through product pages and policies before replying.
- You keep your ticket workflow. Routing, tagging, reporting, and SLAs stay exactly where they are.
The result is better first drafts, faster replies, and no second knowledge base to maintain. Keep Gorgias, Zendesk, or Freshdesk for the queue, and let Flyweight write the answers.
Grounded, not guessing
Every draft is grounded in your real store content, with the source visible to your agent. That reduces hallucinations and helps keep answers accurate, even in sensitive niches. When there is not enough store content to answer well, the Copilot says so instead of making something up, and your agent stays in control the whole time.
Frequently asked questions
Ticket AI is one of the Flyweight channels. The same on-brand AI also powers your AI chatbot for Shopify, AI Search, and your Instagram, WhatsApp and Messenger DMs.
