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Upgrading the legacy Shopify integration for Support and Chat

Darren Chan
  • Edited

What's my plan?

This article describes the upgrade process to the new Shopify integration. The upgrade process will vary depending on whether you are currently using the legacy integration for Support, Chat, Support and Chat, or the new Shopify integration in EAP.

You will need to have admin privileges in Zendesk and Shopify to manage the integration.

This article includes the following topics:

Related articles:

Legacy Shopify integration for Support or Support and Chat

If you are using the legacy Shopify integration for Support or both Support and Chat, you will be automatically upgraded to the new integration:
  • The legacy Shopify app installed in Support will be replaced with the new app
  • Shopify data on the legacy integration will be migrated to the new integration
  • Storefront connections will be visible in the Admin Center integrations interface

Legacy Shopify integration for Chat

If you are using the legacy Shopify integration only for Chat, we will soon provide in-product guidance to help you with the upgrade process. However, if you wish to upgrade now, you will need to set up the new integration and then uninstall the legacy Shopify for Chat app.

To manually upgrade to the new integration

  1. In Admin Center, set up the Shopify integration. For more information, see Setting up Sunshine profiles and events for Shopify in Support.
  2. In Chat, click the Settings icon () in the sidebar, then Account, and then select the Apps tab.
  3. Select the Shopify for Chat app.
  4. Click the options menu on the app, then select Uninstall.
  5. In the Uninstall App window, click Uninstall App.

There will be a three month grace period to upgrade to the new integration, after which, the legacy Chat app will be removed.

New Shopify integration EAP

If you are a participant in the new Shopify integration EAP, you’ll need to re-enable the sidebar app in Admin Center.

To re-enable the Shopify sidebar app

  1. In Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations.
  2. In Shopify, click View.
  3. Under Your Connections, select the storefront and click Configure.
  4. Select Sidebar App in the left sidebar.
  5. In the Support app or Chat app card, select Configure.
  6. Select the Enable sidebar app checkbox.
  7. Click Save.
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2 Comments

  • Grace

    Please bring back the original Shopify Integration.  This one is awful!

    1.  The customer's name doesn't hyperlink to the Shopify customer profile
    2. The customer's address is not immediately visible (in our store, this is a quick identifier as to which warehouse we need to contact for a resolution)
    3. The tracking number is not easily visible (3 steps), and you can't highlight to copy-paste; you only have the link option, which is not what we use.
    4. Customer Notes- which is super important for our CSR to view, is not visible as it was before and has to be manually opened.
    5. The "view all order" link is missing, which so handy to see the one-page view of orders.  This was an easy way for us to see how many replacements a customer has had by seeing the $0 dollar in the one-page view.  Can still be done, but again multiple clicks.
    6. Everything has to be opened; it's faster to click on the order number that takes you straight to Shopify, which makes all your changes useless, in our opinion.

    Shopify is our main app in Zendesk, so this is really frustrating when we now have to jump through so many hoops and clicks, just to find the needed info. Please state your outlook for any changes and the expected time frame.  Otherwise, we may need to rethink our decision to stay with ZD and find a more user-friendly option. 

    Thanks for your consideration :)

    gg

     

    0
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Really appreciate you sending through your honest feedback.

    See responses to your feedback below:

    1. The customer's name doesn't hyperlink to the Shopify customer profile.

    By clicking the "View in Shopify" link next to the customer's name you can see the customer's full profile in Shopify. See the pink highlight screenshot below:

    2. The customer's address is not immediately visible (in our store, this is a quick identifier as to which warehouse we need to contact for a resolution)

    The customer’s shipping address is visible on the Order details page, which can be accessed on the next page by clicking either of the two links highlighted in the above screenshot in green.

    3. The tracking number is not easily visible (3 steps), and you can't highlight to copy-paste; you only have the link option, which is not what we use.

    We’ve rolled out an update to the app and it's now visible on the first page

    4. Customer Notes- which is super important for our CSR to view, is not visible as it was before and has to be manually opened.

    We’re looking at ways to surface both the Customer and Order Notes in the app without having to click through for more details, will keep you updated with our development

    5. The "view all order" link is missing, which so handy to see the one-page view of orders.  This was an easy way to see how many replacements a customer has had by seeing the $0 in the one-page view.  It can still be done, but again multiple clicks

    6. Everything has to be opened; it's faster to click on the order number that takes you straight to Shopify, which makes all your changes useless, in our opinion.

    Thanks for the feedback on this. We’ve already rolled out a few changes to the app to improve the navigation and are also looking at other ways we can reduce the amount of clicks and effort to use the app.

    Please let us know if you have any thoughts on the updates we’ve recently released and if you have any other suggestions for the app.

    Thanks,

    David Gillespie

    0

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