Upgrading the legacy Shopify integration for Support and Chat

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2 Comments

  • Grace Grant

    Please bring back the original Shopify Integration.  This one is awful!

    1.  The customer's name doesn't hyperlink to the Shopify customer profile
    2. The customer's address is not immediately visible (in our store, this is a quick identifier as to which warehouse we need to contact for a resolution)
    3. The tracking number is not easily visible (3 steps), and you can't highlight to copy-paste; you only have the link option, which is not what we use.
    4. Customer Notes- which is super important for our CSR to view, is not visible as it was before and has to be manually opened.
    5. The "view all order" link is missing, which so handy to see the one-page view of orders.  This was an easy way for us to see how many replacements a customer has had by seeing the $0 dollar in the one-page view.  Can still be done, but again multiple clicks.
    6. Everything has to be opened; it's faster to click on the order number that takes you straight to Shopify, which makes all your changes useless, in our opinion.

    Shopify is our main app in Zendesk, so this is really frustrating when we now have to jump through so many hoops and clicks, just to find the needed info. Please state your outlook for any changes and the expected time frame.  Otherwise, we may need to rethink our decision to stay with ZD and find a more user-friendly option. 

    Thanks for your consideration :)

    gg

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Grace Grant,

    Really appreciate you sending through your honest feedback.

    See responses to your feedback below:

    1. The customer's name doesn't hyperlink to the Shopify customer profile.

    By clicking the "View in Shopify" link next to the customer's name you can see the customer's full profile in Shopify. See the pink highlight screenshot below:

    2. The customer's address is not immediately visible (in our store, this is a quick identifier as to which warehouse we need to contact for a resolution)

    The customer’s shipping address is visible on the Order details page, which can be accessed on the next page by clicking either of the two links highlighted in the above screenshot in green.

    3. The tracking number is not easily visible (3 steps), and you can't highlight to copy-paste; you only have the link option, which is not what we use.

    We’ve rolled out an update to the app and it's now visible on the first page

    4. Customer Notes- which is super important for our CSR to view, is not visible as it was before and has to be manually opened.

    We’re looking at ways to surface both the Customer and Order Notes in the app without having to click through for more details, will keep you updated with our development

    5. The "view all order" link is missing, which so handy to see the one-page view of orders.  This was an easy way to see how many replacements a customer has had by seeing the $0 in the one-page view.  It can still be done, but again multiple clicks

    6. Everything has to be opened; it's faster to click on the order number that takes you straight to Shopify, which makes all your changes useless, in our opinion.

    Thanks for the feedback on this. We’ve already rolled out a few changes to the app to improve the navigation and are also looking at other ways we can reduce the amount of clicks and effort to use the app.

    Please let us know if you have any thoughts on the updates we’ve recently released and if you have any other suggestions for the app.

    Thanks,

    David Gillespie

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