Setting up Sunshine profiles and events for Shopify in Support

Sunshine profiles and events enable agents to view additional information about a Shopify customer in a ticket. This article explains how to configure the Shopify integration and Sunshine to view a Shopify profile in Support and Shopify events in the customer context interface.

Note: The Sunshine profile and events feature is in EAP and is available for customers on the Professional Plan or above. You can also sign up for early access which includes a free trial of Sunshine.

This article contains the following sections:

• Understanding Sunshine profiles and events for the Shopify integration
• Enabling Shopify events in Sunshine
• Adding Shopify events to customer context in a ticket

Related articles:

• Setting up the Shopify integration for Support and Chat
• Using the Shopify integration for Support and Chat
• Adding Sunshine user profiles and events to customer context in a ticket
• Viewing customer context in a ticket

Understanding Sunshine profiles and events for the Shopify integration

Sunshine profiles and events unifies information about the customer and their interactions in other systems and applications. A profile acts like a name tag for a person in different applications and systems. It has associated events which are customer interactions in another application. This data is tied to a user in Zendesk.

Events that are tracked in Shopify include the creation or modification of customer accounts, and actions performed to an order and during checkout. You can view a timeline of these events in the customer context interface.

The Sunshine profile and events for Shopify is shown when the ticket requester’s email matches the customer’s email address in Shopify. By providing a consolidated view of the customer, agents can provide quicker and more efficient customer service.

Sunshine profiles and events for Shopify are enabled in Admin Center, which are described in the following sections.

Enabling Shopify events in Sunshine

The Shopify events feature is enabled in Admin Center by selecting events for the Shopify storefront and enabling Zendesk events for Sunshine.

Note: Currently, only one storefront can enable Shopify events. Once enabled, you cannot switch events to another storefront.

To enable Shopify events

1. In Admin Center, click the Integrations icon () in the left sidebar.
2. In Shopify integration, click View.
3. Under Your Connections, select the storefront and click Configure.
4. In the left sidebar, select Sunshine.
5. Select the Enable Shopify events checkbox, then select the Shopify events to view in Sunshine.
   
6. Click Save.
7. Select the Sunshine icon () in the left nav bar.
8. Select Sunshine features, then select the Zendesk Events checkbox.
9. Click Save.

It may take up to 24 hours for the Shopify events to be available in Sunshine. Events are available from the time of activation, and not for retroactive events.

Adding Shopify events to customer context in a ticket

You can view Shopify events in the customer context interface. After enabling Sunshine profiles and events in Admin Center, select the Shopify events in Admin Center > Sunshine > Events and the shopify_eap profile in Admin Center > Sunshine > Profiles. For more information, see Adding Sunshine user profiles and events to customer context in a ticket.