Setting up the Shopify integration for Support and Chat

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22 Comments

  • Maky

    Hi @@...

    How can I connect this Shopify App with the domain on the multibrand Zendesk?

    In the old App on Shopify I specify the Brand Zendesk URL, however in this new App there is no way to connect them, the widget I see on the Shopify site is the main domain one. If I desactive it none Widget is show.

    Thanks.

    Maria

     

     

    1
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Our current integration allows the use of the main subdomain's Web Widget.

    We're looking to allow the selection of a specific Brand's subdomain within the integration so you can select which Brand's Web Widget will be deployed on the Shopify storefront that's integrated. 

    We don't have a timeframe for that feature but I've added your feedback to this request.

    Thanks,

    David

    -1
  • Marcus | Merchworld

    Hi !

    1. If you have 6 different shopify stores connected, then you will end up with 6 side bar widgets.

    And you need to scroll to see if the user has a order from shop 3,4,5 & 6.

    2. If you collapse the shopify sidebar widgets, then im able to all without the need to scroll

    but no notice in collapsed mode if they user has an order in any shop.

    Will a fix be provided for this ?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for the feedback about the sidebar apps.

    We don't currently plan to rationalise the seperate storefronts apps into a single app. I've captured your feedback as a feature request for the integration and will keep you updated if/when we decide to develop it.

    Thanks,

    David

    0
  • Rachel Kucharczuk

    Is there any update on this? 

    We launched our business with our merchant support first to test out the capabilities before launching customer service through Zendesk. We recently signed up for Brands so we could support both our merchant support and our customer support. However, we do not have the ability for the widget to be the correct one on our shopify front end, which is not something we were aware of. Is there an update or any hack to fix this?

    1
  • Helpdesk Support

    Hi. Any updates on this feature. This is one reason we opted to upgrade to the Support Pro subscription to allow Brands to cater to our regional offices and for the regions to have their own Zendesk Guide in their own language and articles.

    We hope that this feature could be integrated into the current Zendesk because currently changing subdomains can only be used in Prestashop but not on Shopify.

    Thanks.

    1
  • David Gillespie
    Zendesk Product Manager

    Hi @...& @...,

    If you configure the Web Widget within the integration you will only be able to use the default brand, but I've noted your feedback as a feature request to be able to select which brand for the Web Widget. 

    As a work around, instead of using the integration to add the widget, you can manually add the snippet for the specific brand into the theme of the Shopify store. 

    Thanks,

    David

    -1
  • MAC

    Is it in the pipeline that Shopify email ID and Phone number ID will be synced in Zendesk? As of now a phone number and email are identified as separate users in zendesk but trigger the same Shopify orders. Would be a HUGE improvement if user ID's would automatically "merge." Thanks!

    2
  • Sean Bourke
    Zendesk Product Manager

    Hi @...,

    Thanks for your feedback. At the moment, only Shopify Orders with an associated email address are being created as a profile in Zendesk. I appreciate that Shopify can permit the ability to checkout with a mobile phone number (and no email address) and in those cases, we will not create a customer record today.

    Where a Shopify customer is created with an email address and a phone number, the Shopify Profile record for that customer will include both the email address and the phone number. If a customer with only a phone number is later updated to include an email address, the customer record will be created at that time.

    Regards,

    Sean 

    0
  • Sondra Klaviyo User

    We have a Zendesk Instance where we have 20+ brands and each Brand has its own Shopify account. How do we set these up so that the App Side Bar on the ticket only shows the Shopify account for that specific Brand? 

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Sondra Klaviyo User,

    At the moment a sidebar app will be installed for each of the Shopify stores connected. Each of these will validate if the requestor has any associated orders at each of these stores. 

    If you have brands which route to individual groups, you can modify the Group Restrictions within each of these apps to ensure they only show when assigned to a relevant group.

    0
  • Matt Burke

    I keep trying to follow steps and I get this error code.

     

    What happened?

    Oauth error invalid_request: This app is requesting to be reinstalled and your account does not have permission to grant the requested access. You may be able to resolve this issue by reinstalling the app as the account owner
     
    I have done this several times with same issue.
    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Matt Burke,

    I've created a separate ticket in which we can investigate this further.

    It sounds like the OAuth permissions initially granted for the app have expired (or been revoked) and your account may not have the appropriate permissions required to re-enable this.

    0
  • Matt Burke

    We got it fixed. It ended up being on Shopify side. We worked with them to solve issue.

    1
  • Sean Bourke
    Zendesk Product Manager

    Thanks for the update Matt Burke, great to hear that everything is working now.

    0
  • Jeff Stephenson

    We have over 48 different Shopify stores/brands. For some reason the app widgets on the side do not load or take forever to pull the customer information. Is there something we need to configure for these so we see the information faster and consistently ? Or is this another limitation with multi-branded Zendesk installations?

     

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Jeff Stephenson,

    Each of these sidebar apps are interacting with the Shopify API to retrieve associated information for that storefront. Subsequently, it can take some time to load all information.

    If you have specific groups which manage each Shopify storefront, you can limit visibility of the Shopify App to just those groups, which can reduce the number of apps displayed and concurrent requests.

    -1
  • Dave Symonds

    Hi - we are currently installing Zendesk and Shopify app.  Does/Can we set the app to display the SKU for the product?

     

    Thanks

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Dave Symonds,

    At the moment the integration is limited to what you see here: Using the Shopify integration in Support and Chat as this has been hardcoded and cannot be changed. You would need to access the SKU data directly in your Shopify.

     

    0
  • Jared Collum

    Zendesk have been dodging the same questions about developing this integration for over 2 years. If developing this integration is not on your priority product development list, then it is time to be honest with your retail customers so that they can make plans to move away from your platform. 

    0
  • Patrick Argao

    I have 30 brands and when I integrate the Shopify store for each brand, all 30 would show up even though the other 29 is not related to the ticket.

    0
  • Juankibcn

    1) Is it possible to update customer information from Shopify to Zendesk? When you update the phone number, is this data updated in the end user data?

    2) I don't know why, some end users have Shopify "external_id" and some don't. Does anyone know the reason?

    1

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