How ShopPad Saved Time by Using AI for Support Insights

Support conversations hold valuable insights, if you can find them.

ShopPad empowers Shopify merchants to enhance customer experience, boost conversions, and scale operations through a suite of 10+ apps, including Infinite Product Options, Tracktor, and Uploadery.

As Head of Product, Jen Sparks oversees key apps within this constellation. She’s constantly monitoring product performance, customer feedback, and recurring issues across ShopPad’s portfolio, often with constrained resources.

Reviewing support conversations in Help Scout is essential to that effort. It helps the team understand merchant needs, identify product gaps, and uncover new feature opportunities. But combing through a week’s worth of messages to find those signals? That used to take hours.

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TL;DR: Get the workflow template. Use this template to summarize Help Scout tickets with AI in just a few clicks.

The problem: Inconsistent insights and unscalable effort

Before adopting MESA, Jen manually reviewed 20–30 Help Scout tickets every week. Each one required reading full conversation threads, assessing tone and resolution, and logging insights in a spreadsheet. Reviewing just one customer cohort could take several hours, leaving little time to act on those findings.

The process was also fragmented and inconsistent:

• Insights varied depending on who reviewed the tickets.
• Sentiment tracking lacked structure, and tagging wasn’t always reliable.
• Technical support could only speak to escalated cases, missing broader trends.
• Many frontline-resolved issues went unreported, even when they revealed valuable product feedback.

Without consistent visibility across all support conversations, product opportunities and early warning signs often went unnoticed.

Before MESA, I had to read every ticket and log every insight myself. Now I spend 15 minutes reviewing clear, structured summaries that highlight what matters most. It’s not just time saved, it’s visibility gained.

— Jen Sparks, Head of Product at ShopPad

Why MESA?: From manual reviews to strategic decision-making

Jen turned to MESA’s built-in AI tools to automate support review and trend reporting.

With MESA, the entire Help Scout conversation review process became automatic:

• AI-generated summaries highlighted common issues, recurring themes, sentiment shifts, and resolution patterns, no more manual reading.
• Fast setup: MESA’s Help Scout integration required no code and ran on a weekly schedule.
• Instant time savings: What once required a large portion of the day to manual review now takes just 15 minutes.

More importantly, the insights became consistent, actionable, and shareable:

• High-volume issues were flagged quickly, allowing engineering to prioritize effectively.
• Recurring feature requests surfaced with clear context, helping product managers shape the roadmap.
• Strategic patterns stayed visible during peak support times, ensuring nothing slipped through the cracks.

Real results: From insight to action

AI didn’t just summarize support conversations; it helped the ShopPad team act on insights faster:

1. Metafield workflow templates

An uptick in metafield-related workflow questions signaled a knowledge gap. While the team successfully guided users individually, Jen realized MESA needed to do more. In response, she launched two new metafield-focused templates tailored to everyday use cases, directly informed by real support conversations.

2. Undocumented API error with Etsy + AI

Multiple users encountered the same API error while using a template that combines Etsy and AI. MESA flagged the trend, prompting a deeper look. The culprit? An undocumented character limit. The team adjusted the prompt, improved the error message, and significantly reduced future error frequency.

3. Google Sheets sync oversights

A recurring issue with unsynced Google Sheets led to broken workflows. Users updated their spreadsheets but forgot to sync changes. Jen collaborated with the product team to build a proactive solution: in-app sync alerts and email notifications prevent issues before they impact teams.

Each of these improvements started with a conversation. But they were only spotted thanks to MESA’s AI summaries.

AI made the support review process actionable again

Instead of spending hours manually reviewing tickets, Jen now spends minutes reviewing rich, structured summaries. And more time turning insights into impact.

AI unlocked consistent, trustworthy insights at scale. Insights that drive product decisions, improve user experience, and catch issues early.

Get started today with these templates: