Hoop

Hoop is an AI-powered support automation tool designed to resolve e-commerce support tickets end-to-end using real-time Shopify data. It integrates directly into existing help desks like Gorgias and Zendesk, enabling teams to automate routine inquiries without changing their current workflows. Built by the team behind Trello, Hoop focuses on practical, reliable automation that works with the systems support teams already use every day.

Hoop connects securely to your Shopify store to access live order, customer, and fulfillment data, allowing it to handle common requests such as “Where is my order?”, address changes, cancellations, refunds, and subscription updates. It can interpret ticket context, fetch the relevant Shopify information, apply your business rules, and take actions—such as issuing refunds or updating orders—directly from within Gorgias or Zendesk. The tool supports configurable policies, approval flows for higher-risk actions, and detailed logging so teams can audit every automated resolution. By automating repetitive tickets, Hoop reduces handle time and improves consistency in responses, while keeping agents in control of exceptions and edge cases.