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.
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Connecting a Shopify storefront to Zendesk
Setting up the Shopify integration initially 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
- Visit the Zendesk Marketplace at https://www.zendesk.com/apps.
- At the top right of the Zendesk Marketplace homepage, enter “Shopify” into the search box.
- Select Shopify.
- Select account to install the integration, then click Install. You are redirected to the integrations page in Admin Center.
- In Shopify integration, click Connect.
- In Shopify shopfront URL, enter your Shopify storefront subdomain name.
- 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.
- 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
- In Admin Center, click the Integrations icon (
) in the left sidebar, and in Shopify integration, click View. - Under Your Connections, select the storefront and click Configure.
- Select Sidebar App in the left sidebar.
- To install the Support app, in the Support app card select Configure, then click Install.
- 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
- In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
- Under Your Connections, select the storefront and click Configure.
- Select Sidebar App in the left sidebar.
- In the Support app or Chat app card, select Configure.
- To display the app, select the Enable sidebar app checkbox.
- In the Support app card, select the Refunds and cancellations checkbox to enable the refunds and cancellations feature.
- 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
- In Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
- Under Your Connections, select the storefront and click Configure.
- Select Web Widget in the left sidebar.
- 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
- In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
- In the upper right corner, click New Connection.
- In Shopify shopfront, enter your Shopify shopfront subdomain.
- 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.
- 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
- In your Admin Center, click the Integrations icon () in the left sidebar, and in Shopify integration, click View.
- Under Your Connections, select the storefront and click Configure.
- Click Disconnect in the upper right corner.
- Click Confirm.
7 Comments
Hi @Darren Chan
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
Hi Maria del Carmen Méndez,
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
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 ?
Hi Marcus | Merchworld,
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
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?
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.
Hi Aeroworx Helpdesk& Rachel Kucharczuk,
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
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