Setting up the Shopify integration for Support and Chat

The Shopify integration for Support and Chat includes an app so agents can view Shopify order information, reducing context switching and serving customers faster. They can also process Shopify order refunds and cancellations in the Support app without leaving the context of their ticket.

The integration allows multiple Shopify storefront connections to your Zendesk account. You can also add the Web Widget on your Shopify storefront page, so customers can contact your support team whilst visiting your site. The integration is set up and configured in Admin Center.

To set up the integration, you need to have a Shopify account and a Zendesk account on the Zendesk Suite Team plan or above.

This article includes the following topics:

• Connecting a Shopify storefront to Zendesk
• Installing the Shopify app in Support or Chat
• Configuring the Shopify app in Support or Chat
• Adding the Web Widget to your Shopify storefront
• Connecting another Shopify storefront to Zendesk
• Disconnecting the Shopify storefront connection

Related articles:

• Setting up Sunshine profiles and events for Shopify in Support
• Using the Shopify integration for Support and Chat
• Upgrading the legacy Shopify integration for Support and Chat

Connecting a Shopify storefront to Zendesk

Setting up the Shopify integration intially requires installing the Shopify integration from Zendesk Marketplace, then creating a connection between Zendesk and your Shopify storefront.

To connect Zendesk and a Shopify storefront

1. Visit the Zendesk Marketplace at https://www.zendesk.com/apps.
2. At the top right of the Zendesk Marketplace homepage, enter “Shopify” into the search box.
3. Select Shopify.
4. Select account to install the integration, then click Install. You are redirected to the integrations page in Admin Center.
5. In Shopify integration, click Connect.
6. In Shopify shopfront URL, enter your Shopify storefront subdomain name.
7. Add a name for your integration under Connection name, and click Next. You are automatically redirected to your Shopify storefront to install the Zendesk app.
8. Select Install app. The Zendesk app is automatically installed in your Shopify storefront, and then you are redirected back to Admin Center.
   

Once the connection has been established, you can connect more storefronts or set up different features as described in the following sections.

Installing the Shopify app in Support or Chat

The Shopify app for Support and Chat is installed and managed in Admin Center. Each Shopify storefront connection has a sidebar app in Support or Chat.

To install the Shopify app

1. In Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
2. Under Your Connections, select the storefront and click Configure.
3. Select Sidebar App in the left sidebar.
4. To install the Support app, in the Support app card select Configure, then click Install.
5. To install the Chat app, in the Chat app card, select Configure, then click Install.

Configuring the Shopify app in Support or Chat

After installation, the Shopify sidebar app must be enabled in Admin Center to display in Support and Chat. The Support app also has a configuration option to enable order refunds and cancellations in the ticket editor.

To configure the Shopify app

1. In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
2. Under Your Connections, select the storefront and click Configure.
3. Select Sidebar App in the left sidebar.
4. In the Support app or Chat app card, select Configure.
5. To display the app, select the Enable sidebar app checkbox.
6. In the Support app card, select the Refunds and cancellations checkbox to enable the refunds and cancellations feature.
   
7. Click Save.

Adding the Web Widget to your Shopify storefront

The Web Widget can be displayed on your Shopify storefront which is configured in Admin Center. Before doing this, make sure the Web Widget is enabled in Support under Channels > Widget. See Configuring the Web Widget for more information.

To add the Web Widget to your Shopify storefront

1. In Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
2. Under Your Connections, select the storefront and click Configure.
3. Select Web Widget in the left sidebar.
4. Select the Enable Web Widget checkbox. A modal dialog box appears to confirm adding the Web Widget to your storefront.

Connecting another Shopify storefront to Zendesk

The integration supports connecting multiple Shopify storefronts to a Zendesk instance.

To connect your account to another Shopify storefront

1. In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
2. In the upper right corner, click New Connection.
3. In Shopify shopfront, enter your Shopify shopfront subdomain.
4. Add a name for your integration under Connection name, and click Next. You are automatically redirected to your Shopify storefront to install the Zendesk app.
5. In your Shopify storefront, select Install app. The Zendesk app is automatically installed in your Shopify storefront, and then you are redirected back to Admin Center displaying your storefront connections.

Disconnecting the Shopify storefront connection

You can disconnect your storefront connection to Zendesk in Admin Center which will also remove the Shopify sidebar apps, Web Widget in your storefront, and the Zendesk app in your Shopify storefront.

To disconnect your integration

1. In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
2. Under Your Connections, select the storefront and click Configure.
3. Click Disconnect in the upper right corner.
4. Click Confirm.