Support Desk, Knowledge Base and Guided Chat

by CadNative

Guided support chat, tickets and a knowledge base inside your own shop. Customers get answers or raise a ticket you answer in the Shopware admin, with no per-operator fees.

Expected release: October 2026

Compatible with:

Self-hosted

Includes:

Free trial month

The subscription starts with a free trial month during which it can be canceled at any time.

All updates

During the subscription all released updates are included for free

Support from the Extension Partner

In case you have any questions or problems with your extension you can always ask the Extension Partner for help during the subscription.

Description

Highlights

Guided chat answers order and product questions
Every question that can't be answered becomes a ticket
Unlimited operators — no per-agent fees
Runs entirely inside your own shop
Tickets stay linked to the order they came from

Features

Guided chat whose questions you write, reorder and translate in the administration
Eight answer types: order status, product question, knowledge-base search, ticket, one article, articles by tag, written answer, link
Order status answered from your own database, on an order number plus email address or postcode
Submenus one level deep, and pinned follow-up questions offered after an answer
A preview of the conversation a shopper will walk, before you publish it

Every ending offers a ticket, so a question can never stop nowhere
Tickets worked entirely in the Shopware administration, no second system to open
Each ticket linked to the order it came from and to the chat question that raised it
A guest's ticket stays hidden until they confirm their email address
Reply from the ticket; the customer gets it by email and under "My tickets" in their account
Status, priority, search and filtering across the ticket list
Knowledge base with categories and subcategories, and a starter set on install
Public help pages at an address you choose, with their own SEO URLs
Optional IMAP ingestion so email replies land on the right ticket, off by default
Flow Builder events for ticket created, answered, customer replied and status changed

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About the Extension

Support Desk puts a support desk inside your own shop: a guided chat widget that answers order and product questions, and a ticket system you work entirely from the Shopware administration — with no per-operator seat to pay for.

In the chat

A shopper asks "Where is my order?", enters their order number and their email or postcode, and gets the current status straight from your shop's own data — nothing is sent to a third party.
A product question, a knowledge-base search, or anything the guided flow can't answer becomes a ticket without the shopper leaving the widget.
There is no free-text AI and no live operator behind the chat. Every flow is a fixed, predictable sequence — nothing for a shopper to talk their way around, and nothing for you to moderate.

Tickets, in your admin

A ticket carries the order it came from, when there is one, so the order details sit next to the question instead of a second screen.
Reply from the ticket detail view and the customer gets it by email and sees it under "My tickets" in their account.
A guest's ticket stays invisible to you until they confirm their email address, so the queue never fills with unconfirmed noise.
Every person on your team can work tickets. The price does not change with how many of them do.

The knowledge base

Short question-and-answer articles the chat searches before a ticket is ever opened — the answers your chat gives, not a stand-alone FAQ page bolted on the side.

What it does not do

No live human chat, no presence, no typing indicators.
No data leaves your shop on its own. The only outbound connection Support Desk can make is to a mailbox you configure yourself, for optional email-reply ingestion (off by default) or when you press its "test connection" button — nothing else, ever.

Details

Available: English, German
Latest update: 7 October 2026
Version: 1.2.0
Category: Customer account

About the Extension Partner

CadNative

See all extensions

Partner Status

Shopware
Extension Partner

Details

Partner since: 2021
Extensions: 1

Support

Based in: India
Speaks: German, English, Dutch, Hindi
Response time: Very quickly

1.2.0 6.7.0.0 - 6.7.15.1 21 September 2026

First release for Shopware 6.7.

Guided chat on the storefront whose questions you write in the administration: order status answered from your own data, knowledge-base search, product questions, and a ticket for anything left over.
Ticket system worked entirely in the administration, with each ticket linked to the order it came from and to the chat question that raised it.
Knowledge base with categories and subcategories, published as public help pages at an address you choose.
A starter menu and a starter knowledge base are seeded on install; anything that would be a claim about your business arrives switched off with placeholder text.
Optional IMAP ingestion, off by default, so email replies land on the matching ticket.

0.2.0 6.6.5.0 - 6.6.10.29 21 September 2026

First release for Shopware 6.6. Same features as 1.2.0; the version number differs because the Store keys every upload by version.

Administration built with Webpack, the toolchain Shopware 6.6 requires.
Guided chat, tickets and a knowledge base, all inside your own shop.
Certified on Shopware 6.6.10.6.