Setting up Zendesk Support for Shopify integration Follow

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24 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.

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    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.

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    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.

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    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.

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    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.

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    Tom Jones

    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!

     

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    karthik

    Thanks for the quick response :), Christopher

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    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?

  • Avatar
    Tyler Gressmen

    Hopefully I can make this short.

    We develop gym management software for clubs across the United States. In addition to our software, our clients require specific hardware (barcode scanners, receipt printers, etc.) to run along side our software to properly run their club. Currently our clients order the hardware from us via a standard paper order form that they email or fax to us. We then ship out the hardware from our location or have one of our vendors drop ship the items.

    We would love to integrate Shopify into our current ordering process to stream line everything. If we setup a Shopify page, are we able to keep the page private? As stated above, we only provide hardware to our clients, we do not do sales outside of that. For that reason we wouldn't want anyone able to see our Shopify page and order hardware from us.

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    Nicole Relyea

    Hey Tyler - I see that this is your first post. Welcome to the Zendesk Community! 

    My first guess is that this is a question that will need to be asked of Shopify, but I'll check in with our integrations experts to see if they have any ideas for you. 

  • Avatar
    Ian Christopher de Jesus

    Hi Tyler,

    You mentioned that you are going to integrate Shopify into your current ordering process. Does this process include using Zendesk during the sales lifecycle? If not, then I agree with Nicole that you should reach out to Shopify re: privacy issues.

    This Zendesk Support - Shopify integration, however, only allows Shopify order information to be displayed to agents that have a license to access your Zendesk Support account.

    Thanks!

  • Avatar
    Cody Furr (Edited )

    Hello,

    I am running CS for multiple shopify stores.  I would like to import shopify information for each one without having multiple instances of the shopify app in Zendesk. Or I could conditionally show the appropriate shopify app instance in the agent interface based on origin email address. I could also hide the app interface if the app received the "Customer could not be found" error.  Are any of these possible?

     

    Thanks,

  • Avatar
    Erin

    Hi There, 

    Shopify has added a custom field for the order number in their system however it's not working. Second to that, is there a way to populate a field with the tracking number from Shopify?

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