Magento: Installing the Magento App for Zendesk

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  • Angelflare

    This integration is not working with a different admin path (URL). I have created an issue:

  • Kevin T.

    When I click on the customer's name for the Magento App, its leading me to the Orders Page for Magento instead of the customer's account page.

    I submitted a ticket. Hope to hear back soon!

  • Jessie Schutz

    Hi Kevin!

    It looks like your ticket is currently with our Support Engineering Team, so we should be able to get you sorted out from there!

  • Rachel Snare

    I just completed the steps to link my Zendesk account with Magento. However, within a ticket in Zendesk, when I click on Apps to load the customer/order information from Magento, I see a JavaScript error that says 'Cannot set property settings of null'. Any ideas on how I can fix this?

    I tried submitting a ticket, but Zendesk told me that they don't offer technical support and that I should use the forum. So posting here in the hopes that someone has a solution!

  • Andrew Dietrich

    Hi Rachel!

    It actually looks like you have a ticket open with us as of yesterday. An agent should pick it up shortly - we'll be able to troubleshoot the issue further there.

  • Joe

    This feature seems to be cracked with the last app update for us. Anyone else have the same issue?

  • Ian Christopher B. de Jesus

    Hi Joe,

    I'll open up a ticket for you to investigate the problem you are experiencing.



    I just found out that the issue was solved. :)


  • info


    Great app!

    Would be nice that if you start a new ticket as an agent, the customers data gets loaded automatically. Now it only gets loaded when the ticket is submitted. During a phone call it would be great to add the ticket already to follow up the request and have insights in customers profile.

  • Felipe Souto

    This app doesn't work on Safari!

  • Jessie Schutz

    Hi Felipe! Welcome to the Community!

    Can you elaborate on this for us? What exactly is happening when you try to use this integration in Safari?

  • Jessica

    I've already submitted a service ticket, but this app is not working for us over the last few days. We've also been experiencing other glitches and wonky behavior within ZD over the last week but this seems to be the only issue that hasn't been resolved yet. Can anyone help us?

  • Nicole - Community Manager

    Hi Jessica - 

    I see that you got your problems resolved in your private ticket - glad to see that everything is working smoothly again. 

  • Brendan Farrar-Foley

    Having issues with the app as well.  Getting "customer does not exist" error.  

    Our client provided a list of 20 or so customers in Magento with recent orders.  I've tried all with the same error.  

    Anyone have suggestions for troubleshooting this?  Thanks!

  • Mathieu Nicolaizeau

    Hi Brendan,

    First, I would recommend double checking that the step 4 "Configure the App" above has been configured properly.

    Could you please also make sure that the email address of your end-user in Zendesk matches with the email address of his Magento order?

    If you require further assistance, I recommend you to send an email to for deeper investigations on your issue.

    Have a good day!

  • Kade McConville

    Facing exactly the same issue as Brendan here. 

    "An error occurred

    Customer does not exist."

    Despite configuring the app correctly, and the email address does match an actual Magento email address. 

    Is the app now broken?

  • Andrew

    I am able to get the app to work when in magento, but when trying to get magento data in zendesk, API conection test failed.

    We have generated a token, but not having any luck with access in zendesk. Please advise.


  • Jessie Schutz

    Hi Kade!

    To the best of my knowledge the app isn't broken...I'm going to open up a ticket for you so our Support team can help you troubleshoot, since it'll require some account specific information. You'll be getting an email from me shortly!

  • Jessie Schutz

    Hey Andrew!

    It looks like you submitted a ticket on this as well, and that after a few hours the provisioning updated and everything started working. Let us know if you need anything else!

  • Carl Stringer

    This hasn't worked for a number of months.  We no longer get the information but an error message 

    An error occurred

    The request failed. Please ensure your configuration is correct and try again.

    Our configuration hasn't changed.

  • Nicole Korp

    Hi Carl,

    I've created a Support ticket for you so that we can investigate this error further. You should receive an email from me shortly in regards to the ticket!

  • Sam Dewick

    I have had this installed and working for a while. A few days ago we started getting a JavaScript error that says 'Cannot set property settings of null'. It is still functioning on the Magento side, but on the Zendesk side that error appears every time. Please help?

  • Brett - Community Manager

    Hi Sam,

    Can you try clearing your Magento cache using the steps below:

    Log in to Magento admin.
    Navigate to System > Cache Management .
    Click Flush Magento Cache

    This may take a few minutes for the error to go away after flushing the cache but let us know if you continue to experience issues.



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