Hi Freshworks Community,

I’m using Freshdesk for a Shopify store (~100 tickets/week) to handle customer queries like order status and returns. Manual responses to repetitive questions are time-consuming. I’ve checked Freshdesk’s automation guide (https://support.freshdesk.com), but setting up rules for dynamic replies feels tricky.

Setup: Freshdesk Starter, Shopify integration, ~10 common query types.
Steps Tried:

• Created ticket rules for keywords (e.g., “track order”) to assign agents.
• Tested canned responses, but they lack personalization.
• Explored Freddy AI, but unsure how to train it for e-commerce.

Questions:

• What’s your approach to automating responses for e-commerce queries in Freshdesk?
• How do you make canned responses feel personalized?
• Any tips for training Freddy AI to handle order/return queries effectively?

Thanks for your insights!