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 Web Widget (Classic) on your Shopify storefront page so that customers can contact your support team while 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.
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Connecting a Shopify storefront to Zendesk
Setting up the Shopify integration initially requires installing the integration from the Shopify app store, then creating a connection between Zendesk and your Shopify storefront.
To connect Zendesk and a Shopify storefront
- Go to the Zendesk app in the Shopify app store and click Install.
- Select the storefront in which to install the integration.
- Click Install app.
- Add your Zendesk subdomain, then click Submit.
You are directed to Zendesk Admin Center.
- In Connection name, enter a name for your integration, then click Connect.
The Zendesk app is automatically installed in your Shopify storefront, and you are redirected back to Admin Center.
Once the connection has been established, you can connect more storefronts or configure different features, as described in the following sections.
Configuring the Shopify app in Support or Chat
After connecting a Shopify storefront, the Shopify sidebar app is automatically enabled in Admin Center to display in Support and Chat. A sidebar app is displayed for each Shopify storefront. You can also configure the Support app to enable order refunds and cancellations in the ticket editor.
To configure the Shopify app
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations. - On the Integrations page, click View in the Shopify card.
- In the storefront connection card, click Configure.
- Select Sidebar app in the left sidebar.
- In the Sidebar app for Support or Sidebar app for Chat card, select Configure.
- To display the app, select the Sidebar app checkbox.
- In the Sidebar app for Support card, select the Refunds and
cancellations checkbox to enable the refunds and cancellations feature.
- Click Save.
To uninstall the Shopify app
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- On the Integrations page, click View in the Shopify card.
- In the storefront connection card, click Configure.
- Select Sidebar app in the left sidebar.
- In the Sidebar app for Support or Sidebar app for Chat card, select Configure.
- To uninstall the app, select the Uninstall link.
To reinstall the Shopify app
-
In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- On the Integrations page, click View in the Shopify card.
- In the storefront connection card, click Configure.
- Select Sidebar app in the left sidebar.
- Install the sidebar apps you require.
- To install the Support app, select Configure in the Sidebar app for Support card, then click Install.
- To install the Chat app, select Configure in the Sidebar app for Chat card, then click Install.
Adding Web Widget to your Shopify storefront
Web Widget can be displayed on your Shopify storefront page so customers can self-serve or connect with your agents. By default, messaging functionality is automatically enabled for Web Widget. See Enabling messaging for migrating accounts. If messaging functionality is disabled, Web Widget (Classic) will be installed.
To add the Web Widget to your Shopify storefront
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- On the Integrations page, click View in the Shopify card.
- In the storefront connection card, click Configure.
- In the left sidebar, select Web Widget.
- Select the Enable Web Widget checkbox.
A message is displayed confirming that the Web Widget is enabled on 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
- Log in to the Shopify storefront that you wish to add. (If you are only logged into your original Shopify storefront, you won't be able to add the new storefront.)
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- On the Integrations page, click View in the Shopify card.
- Click New connection.
- In the Shopify app store, click Add app.
- If prompted, select the Shopify storefront in which to install the integration.
- Click Install app.
- Add your Zendesk subdomain, then click Submit.
In Zendesk, the integrations page opens the new storefront to connect.
- Under Connection name, enter a name for your
integration, then click Connect.
The Zendesk app is automatically installed in your Shopify storefront, and you are redirected back to Admin Center displaying your storefront connections.
Disconnecting a 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 Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- In Shopify, click View.
- In the storefront connection card, click Configure.
- Click Disconnect in the upper right corner.
- Click Confirm.
21 Comments
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
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
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 @...,
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 @...& @...,
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
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!
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
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?
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.
I keep trying to follow steps and I get this error code.
What happened?
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.
We got it fixed. It ended up being on Shopify side. We worked with them to solve issue.
Thanks for the update Matt Burke, great to hear that everything is working now.
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?
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.
Hi - we are currently installing Zendesk and Shopify app. Does/Can we set the app to display the SKU for the product?
Thanks
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.
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.
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.
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