Announcing the new Shopify integration for Support and Chat

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11 Comments

  • Frances Johnson

    Is there any placeholder available for the tracking number?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

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

    Thanks,

    David

    -1
  • Ashley

    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 Staebler

    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 @..., @..., Michael & @...,

    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 @...,

    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

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