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Using the Shopify integration in Support and Chat



Edited Feb 13, 2025


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21

21 comments

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 ?

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David Gillespie

Zendesk Product Manager

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

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A more restrictive option, presumably effective at making the Shopify panel work without whitelisting anything Zendesk might serve up, which I posted as a comment on the "Announcing the new Shopify integration for Support and Chat" post, is to add three rules, using uBlock Origin's Dynamic URL filtering, similar to these:

example.zendesk.com https://example.zendesk.com/api/v2/tracking/support_user_properties xmlhttprequest allow
example.zendesk.com https://example.zendesk.com/api/v2/tracking/subscription_properties xmlhttprequest allow
example.zendesk.com https://example.zendesk.com/api/v2/tracking/support_group_properties xmlhttprequest allow

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When integrating the Shopify app into chat, the ability to do cancellations and refunds is not offered like it is in the support integration. In the order details in the chat sidebar Shopify app I am given this message "To refund orders from the sidebar app, enable the refunds and cancellations feature.Enable in Admin Center". But as I mentioned above, that can't be done.

So it looks like I can't do refunds in chat - is that correct?

 

Thanks,

Don

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David Gillespie

Zendesk Product Manager

Hi @...

This is correct, we can't offer the refunds feature within the Chat sidebar. 

Thanks for highlighting that this message is being shown in Chat, we'll get that taken out as its quite misleading.

Thanks,

David

 

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Thanks David,

Great to see the a product manager handling questions like this.

- Don

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Is there any way to actively pull this data while using the Support Rest API? Gorgias allows you to pull this data from the ticket object, but Zendesk does not. I’m very interested in how I’d actually pull order information using the REST api without having to create a Shopify app myself. Thanks.

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Sean Bourke

Zendesk Product Manager

Hi @...,

The Shopify app in the sidebar will request the most up to date information from Shopify on-load, hence is not available via any Zendesk APIs.

We recently announced the streaming of Shopify profiles and events via Sunshine. This enables you to create Zendesk customer profiles and stream specific Shopify events from Shopify to Zendesk in real time. As these are available via Sunshine, the information can be consumed via the Profiles API and the Events API.

Thanks,

Sean

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Can my ratings in shopify be created as a ticket in Zendesk ?

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Sean Bourke

Zendesk Product Manager

Hi Darrsh Patel,

The current Zendesk Shopify Integration will display Shopify Order information for customers, as well as any items contained within those orders.

In your circumstance, are you seeking to create tickets in Zendesk when a product/item is reviewed in Shopify?

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We have a situation where the App is only showing one tracking id and when we go into the Shopify portal there are multiple - but for different couriers?

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Rosie

Zendesk Customer Care

Hi Dave, 
 
I'll go ahead and create a separate ticket on your behalf so I can get more account-specific details to troubleshoot this issue. You may expect an email shortly with the ticket information.
 
Thanks. 

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Hi. A Shopify app question. 

A Customer has purchased an item using email 1.  They contacted us using email 2.  The shopify app doesn't sow the details - assuming it uses the email 1 to link.  We have added email 1 as a secondary email in the customer profile but the details still do not show.

Do we need to set the Shopify email - email1- as primary to trigger the Shopify App to return details

 

Thanks

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Hi,

Referring to section 'to view a shopify profile in a ticket'

We don't have the dots in our interface, but we can see Shopify data by going into the boxed icon (below the book). Is there a way to switch it on?

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David Gillespie

Zendesk Product Manager

Hi Dave Symonds,

Yes, we need to use the primary email in Zendesk to pull back the details from Shopify.

Hi Rina,

Have you turned on the Shopify events and profiles feature? Once this is turned on and events are flowing through you should see the Shopify data in the profile & event history. See this article for instructions to turn the feature on.

Thanks,

David

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David Gillespie

Zendesk Product Manager

Hi Patrick Argao,

Thanks for reaching out and following up about that feature. 

We still don't have plans to rationalise the seperate storefronts apps into a single app. I've captured your comment against the feature request.

Thanks,

David

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Thank you, David! In the interim, do you have any Zendesk workarounds? I'm asking because like right now, we have 30 brands in Zendesk which would have 30 Shopify stores. My team would have to scroll up and down to look for the associated Shopify store depending on the current brand they are working on.

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David Gillespie

Zendesk Product Manager

Hi Patrick Argao,

The only workaround is to use an alternative app like Agnostack, which shows every store in the single app.

I've noted this feedback tho so we can update if we bring into the roadmap for the integration.

Thanks,

David

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I have added  Chat Widget in Shopify Store its not working,

Small Question Zendesk support team, Zendesk Widget work Shopify OS 1.0. Old Themes or Not.


Thanks

 

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Destiny

Zendesk Customer Care

Hello Maxcode ITSolutions,
 
Thank you for reaching out. As far as I know, the Zendesk widget is compatible with the old and new versions for Shopify. The web widget interacts with the online store via appending element to the html of the page through app extension which should be working. Every other feature is api/event driven. 
 
Since you are having trouble making the widget work on your Shopify store, I'd suggest reaching out to our team for indepth troubleshooting following this guide Contacting Zendesk Customer Support. Here are some other pages in which you can refer to when installing Chat in Shopify.
 
Setting up the Shopify integration for Support and Chat
Using the Shopify integration in Support and Chat
 
I hope that helps. Cheers~!

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