Announcing the new Shopify integration for Support and Chat

Return to top
Have more questions? Submit a request

23 Comments

  • Patrick

    So, with this new integration, is it possible to restrict which Agents have the ability to issue refunds? We don't want our low-tier support agents to issue refunds, but they should still have access to all the other functions.

    1
  • David Vass

    Hello, how can I turn off the refund function in the new shopify update for certain agents??

    1
  • David Gillespie
    Zendesk Product Manager

    Hi Patrick and David Vass,

    Restricting access to the Refunds features for certain agents isn't currently a feature, but I've captured this as a feature request for the product.

    How would you want to restrict access? By Group, Role or another way?

    Thanks,

    David

    0
  • Patrick

    Hi David Gillespie,

     

    For us, controlling refund access based on groups would work the best. We use groups to control what support tier an agent belongs to as well as what department or product-line they provide support for.

    0
  • Cody Wesolick

    Hello David Gillespie,

     

    In our specific use case restricting refunds would be very beneficial, especially in the instance of a per agent base, or per role use case.

     

    Thanks!

    1
  • Cassie Zhang

    Hi David Gillespie,

     

    For this refund flow, is there a Finance approval function? So finance can approve or reject the refund request before payment release.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Cassie Zhang,

    Unfortunately this feature isn't available in the current integration.

    Thanks,

    David

    0
  • Cassie Zhang

    Hi David Gillespie 

    Currently in Zendesk left bar, there is customer interactions on ticket number level.

    After this Zendesk & Shopify integration, we can see the order details,  fulfilment status etc by order level in right bar.

    How is the right bar's order number to be able to be linked with left bar's ticket number? What's the logic behind?

    And we are interested in what the Refund Function interface will be after integration.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Cassie Zhang,

    We use the customers email address to identify orders in Shopify, and then show them in the sidebar app on the right. 

    For the Refund feature, if you're keen to experience it you can sign up for the new integration EAP here and we'll give you early access to the new integration.

    Thanks,

    David

    0
  • Andy Broughton

    Will this fix the issue with the OrderID links not working?

    (Currently clicking on any link in the app does not bring up the order. You have to control-click (right-click) and select "open in new tab" to see the order.)

    0
  • David Gillespie
    Zendesk Product Manager

    Andy Broughton,

    You can click the Order ID link and it will take you to Shopify, no need for a control-click.

    Thanks,

    David

    0
  • Andy Broughton

    That's great! Can't wait for January!

    0
  • Frances Johnson

    Is there any placeholder available for the tracking number?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Frances Johnson,

    Yes, the tracking number and link are both on the Order Details page in the app.

    Thanks,

    David

    -2
  • Ashley Spencer

    The old layout was very efficient and the updated layout that is being displayed today involves much more clicking and digging. We have been noticing that it’s taking longer to review Shopify order information within Zendesk, which is slows down support agent response time. While one of the goals of the new integration was to try and eliminate the need to move between Zendesk and Shopify, and we find that it is having the opposite effect.

    An example is the list of Shopify orders listed in the sidebar doesn't show enough information. The customer service agent needs to click on the order number, then click on view order, and wait for the next page to load in order to view the contents of that order. The previous layout showed products listed, shipping option selection and a breakdown of the order. The new layout makes customer service more difficult in my opinion.

    Let's say for example, a customer has placed 6 orders. The customer contacts us for support regarding a problem with the laptop he purchased. There's no way of knowing which order contains the laptop without having to click and open each order, waiting for the next page to load, looking at the list of products purchased in that order and if it's not the correct order, you need to go back to the main list of orders and click on the next one, and so on. This has really slowed us down in a big way.

    0
  • Frances Johnson

    Hello, I am totally dissatisfied with the current apps.  Can you solve this matter

    1. so now we need to invest more times to check tracking, first, we need to click on view order then again click on shipping information, plz make it more comfortable

    2. We can not copy the tracking number from the apps. 

    3. Can you make any placeholder for tracking number so we can use any canned or template and tracking number will be automatic on the email body ( example like first name) 

    1
  • Michael

    As the other two comments above me, I am also very dissatisfied with the new update. My main complaint is that the information that we need most, is not readily accessible anymore. We now need to click three times to see the tracking number and address of an order. Each click comes with additional loading time.

    At this point we might as well just click on the order number and get the information from Shopify directly. I am happy to see that the app is being worked on, but right now you took one step forward and two steps back.

    I hope that we can use the old version again, at least until the UI issues are fixed.

    2
  • Maria Williams

    For us the biggest problem is that it is impossible to copy the tracking number from the Shopify integration app. It is furthermore way more inconvenient than the old app as we have to click more to get the same information. We would be happy if you could adjust it, thank you!

    1
  • David Gillespie
    Zendesk Product Manager

    Hi Ashley Spencer, Frances Johnson, Michael & Maria Williams,

    Thank you all for your honest feedback.

    We've collected lots of feedback over the past 2 days and done a review of the app with our design and engineering team.

    We'll shortly be rolling out a change to reduce the clicks to get to the tracking number, make the tracking number easy to copy-paste & reduce the required navigation through the app. These will be deployed within the next 24 hrs. 

    We're also planning to surface the tracking number(s) on the initial app page, this will be done within the next week. 

    I'll keep you updated of the changes we make to the app and thanks again for helping us improve the experience of the integration.

    David Gillespie

    0
  • Frances Johnson

    Thank you David Gillespie. You saved me from changing my system to another app. lol. We will wait, Your current apps have increased our reply time by 30-40%

    0
  • Andy Broughton

    Here you said that cmd-click/open in new tab would not be necessary to open the order in Shopify.

    It still does require this.

    That being said, I like the new interface. Much cleaner.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Andy Broughton,

    Thanks for the feedback!

    With regards to opening order or customer in Shopify, what browser are you using?

    I've just double checked & retested on a few browsers and it looks like this is an issue unique to Safari. We had the same issue with the old sidebar app and unfortunately we're not able to remediate the issue with Safari.

    Thanks,

    David

    0
  • Andy Broughton

    Hm.

    Interesting policy to not support the 2nd most popular browser in the world...

    0

Please sign in to leave a comment.

Powered by Zendesk