Integrating Shopify and Zendesk Follow

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19 comments

  • Avatar
    Mike

    The integration was easy and is working (I can see order info in the right-hand App area) - but what's not clear is the purpose of the "Order ID Field ID:" that the instructions above say to setup. Is it supposed to auto-populate with the order#? (I double-checked the ID of the field and it is correct with what's configured in the Shopify plugin) TIA!

  • Avatar
    Jason Smale

    @Mike, the Order ID Field ID is used by the Zendesk App to lookup details of the Shopify Order and render them in the app. The typical workflow is a customer submits a ticket, then the support agent works out what Shopify order it is related to and puts the order id in the field.

  • Avatar
    Mike

    Gotcha. So it's supposed to be blank unless someone manually enters the orderID. thanks! (just wanted to make sure it wasn't supposed to auto-import the most recent order # or something)

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    Billy Kan

    Hello, I am new to zendesk and just want to display the web widget on my shopify store. I have followed the instructions to add the web widget code to my shopify snippets and theme.liquid. Yet the widget does not appear.

    My store url is www.zmorph3d.com.hk

    Thanks for the help

  • Avatar
    Matt Hoffman

    @Billy
    In order for the Web Widget to appear on any page (not just your Shopify store) you need to have an Open Zendesk (Admin > Customers > 'Anyone can submit tickets' set to On). If you turn that setting on and find that the widget still isn't appearing, just let us know and we can dig into it a bit further. Thanks!

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    Billy Kan

    @Matt yeah we got the "Anyone can submit tickets" set to On already but still the widget is not appearing.

  • Avatar
    Matt Hoffman

    Thanks for the follow-up, @Billy - I'm going to get a ticket going for this so we can figure it out. Keep an eye on your email and we can go from there.

  • Avatar
    Julie

    I've followed the installation steps, but have not been successful in viewing Shopify orders within Zendesk. I opened a ticket yesterday and still have not received a response.

  • Avatar
    Jessie Schutz

    Hi Julie!

    It looks like you're getting help from our Tier 2 Support team on this! They'll take good care of you. Please let me know if you need anything else!

  • Avatar
    Barry Voltz

    Location of the Web Widget code????

  • Avatar
    Jessie Schutz

    Hey Barry,

    The link to the set-up instructions is in the article above, but I'll post it here as well: Using Web Widget to embed customer service in your website.

  • Avatar
    Daniel

    Is it also possible to get the tracking information from Shopify so the Support Agent can check the status of the package in zenddesk?

     

    Thanks,

  • Avatar
    Jessie Schutz

    Hey Daniel!

    I haven't personally used the Shopify integration with an active store, but as far as I can tell the tracking info doesn't automatically get passed over to Zendesk. My best suggestion would be to add the tracking link for an order to the notes, so it gets passed to the ticket that way.

  • Jason!  Long time no speak mate!  Great post!

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    karthik

    Hi, I'm got the error message when install the application in Shopify.

    please explain clear step to install the application in Shopidy.

    Thanks

  • Avatar
    Ian Christopher de Jesus

    Hi Karthik,

    Sorry for the inconvenience. There is an ongoing issue with the Zendesk app in Shopify which we will resolve in a few days. For the meantime please follow the instructions in this post to install the Shopify app in your storefront or to set up the Zendesk web widget on your storefront.

    To install the Shopify app in your Zendesk Support account:

    1. Go to zendesk.com/register and create a new account
    2. Go to https://www.zendesk.com/apps/shopify/?source=app_directory and install the Shopify app in your storefront
    3. Follow step 3 in the "To install the Shopify for Zendesk App" section in this article to configure the app

       

    To setup the web widget on your storefront, please follow the instructions at the "Adding a Web Widget to your Shopify" section of this article.

    Thanks!

     

  • Avatar
    karthik

    Thanks for the quick response :), Christopher

  • Avatar
    John Keezer

    Followed the instructions on our two shopify stores, no app / widget appearing, API credentials added, code added to Shopify.

    Stores are:

    RadarMount.com

    BagaVape.com

  • Avatar
    Jessie Schutz

    Hey John, welcome to the Community!

    Sorry for the delayed response here. Are you still having trouble with this?

    If you are, could you go into a little more detail on what's happening? Is the app not showing up at all, or is it just stuck loading, or not bringing back any information? Is this happening on multiple tickets?

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