Communication between Shopify and ZenDesk Talk
So we use ZenDesk Support and ZenDesk Talk.
We use shopify integration. I'm sure many of you know, shopify ONLY works with e-mail. This means that if a customer sends a support ticket, it will only display their shopify information in the ticket if they're using the same e-mail they use in shopify. This is fine, as it's one of the guaranteed common links between the two.
The problem comes with ZenDesk Talk. In order to get the most out of ZenDesk Talk, we need a way for shopify integration to work with it. The problem? ZenDesk Talk obviously creates tickets based on the customer phone number, as that is the only thing passed on when somebody calls in. But given that these calls are our customers, and it creates support tickets, it would be incredible beneficial to be able to see their shopify info during these calls and afterwards in the support ticket.
Another issue is this, ZenDesk Support is creating a profile for these people when they send an e-mail, again this is fine. The problem is ZenDesk Talk is also creating its own profile based on the phone number. So if you went to the ZenDesk Talk profile created by the person who called in at 555-555-5555, and tried to enter the e-mail you know they have on shopify to link it, it's going to bounce back and tell you the e-mail is already in use on another profile, so you can't even do that.
So what I am ultimately looking for is some sort of workaround to try and make it so that when somebody calls with ZenDesk Talk, something can search shopify and IF it detects that phone number in a customer profile in shopify, it somehow links it so that the customer info can be displayed in ZD Talk created tickets.
Hi James. One of the featured app of Zendesk Marketplace has this Shopify integration, and also the possibility to link extra context of the customer in realtime in the ticket when the call is triggered. It works with Zendesk Talks. You can find them here: https://www.zendesk.com/apps/support/snapcall/?source=featured
Have a nice and blessed day. Keep Safe!
Talk makes up about 2/3rds of our customer tickets so the integration between shopify and zendesk isn't helpful if it only works with chat and support. When can we expect the customer phone number to be used as an authenticator?
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