We are very excited to announce the General Availability release of the new Shopify integration for Zendesk Support and Chat.
The Shopify integration for Support and Chat apps display customer details and Shopify order information linked to a customer in the ticket interface or Chat interface. Agents also no longer have to switch between systems to process common requests like refunds or cancellations. They can do it all effortlessly within the sidebar app without having to leave the customer conversation. Improving your agent and customer experience.
Sunshine Profiles and Events is also available for the new integration. A profile provides a view of information for a Shopify storefront in Zendesk. Shopify events associated with a profile such as changes to customer accounts and order and checkout actions can be displayed in customer context in a ticket. This feature will remain in early access.
The integration setup process and management is streamlined and managed in the Admin Center integrations interface. See What’s changing in the new integration for more details.
Requirements
The new Shopify integration is available for customers on the Zendesk Team plan and above for Support and Chat. You must also have a Shopify account.
The Sunshine integration will remain in EAP and is available for customers on a Sunshine Professional Plan or above. You can sign up for early access which includes a free trial of Sunshine Professional.
What’s changing in the new integration
The new Shopify integration for Support and Chat provides a number of new and improved features. A comparison between the legacy integration and the new integration is shown in the following table.
|
Feature |
Legacy integration |
New integration |
|
Support and Chat app installation and configuration |
The Shopify apps for Support and Chat are installed from the Shopify app store. They are managed in the Apps Admin Panel in Shopify |
Chat and Support apps are rationalized into a single integration. They are installed and managed from one location in Admin Center |
|
Managing connections to multiple Shopify storefronts |
A connection is individually managed in the Admin Panel for each Shopify store |
Connections to multiple storefronts is managed together in the Admin Center integrations interface |
|
Web Widget |
The Web Widget is installed on the Shopify web page by default when the Support app is installed. It is disabled in the Shopify Admin Panel |
The Web Widget is enabled in the Admin Center integrations interface |
|
Support and Chat app interface |
|
A redesigned Shopify app interface for Support and Chat to display additional customer and order details on a new page.
|
|
Refunds and cancellations |
This feature is not available. Order refunds and cancellations can only be processed in Shopify |
Agents can process an order refund or cancellation within Support using the sidebar app. This eliminates the need to switch systems and enables agents to serve customers quickly |
|
Viewing Shopify profile details and Shopify events in customer context |
This feature is not available |
Customer profiles and a timeline of customer interaction events in Shopify can be viewed in Support’s customer context, such as actions performed to an order and during checkout. This feature is currently available in EAP. |
Upgrading the Shopify integration
We have endeavored to upgrade all installations to the new integration automatically, however, some specific installations may require additional actions. For more details about the various paths and the actions required to upgrade, see Upgrading the legacy Shopify integration for Support and Chat.
You will need to have admin privileges in Zendesk and Shopify to manage the integration.
23 Comments
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.
Hello, how can I turn off the refund function in the new shopify update for certain agents??
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
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.
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!
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.
Hi Cassie Zhang,
Unfortunately this feature isn't available in the current integration.
Thanks,
David
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.
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
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.)
Andy Broughton,
You can click the Order ID link and it will take you to Shopify, no need for a control-click.
Thanks,
David
That's great! Can't wait for January!
Is there any placeholder available for the tracking number?
Hi Frances Johnson,
Yes, the tracking number and link are both on the Order Details page in the app.
Thanks,
David
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.
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)
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.
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!
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
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%
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.
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
Hm.
Interesting policy to not support the 2nd most popular browser in the world...
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