Ask us to connect it

Shopify and Zendesk, not switched on yet

Every order, refund and delivery status is written onto the Zendesk requester as a note, and an order that goes wrong by your rules, late, refunded or over the sum you set, opens a ticket for an agent. You paste two keys in your account and we switch it on for you.

Tell us you need it Mine is a bit different

Not switched on for anyone yet. Say you need it and it moves up the list; we reply with a date and a price.

More with these apps: all Shopify integrations · all Zendesk integrations

Zendesk already has a Shopify app.

It has: Zendesk's page calls it the official integration and says it displays customer and order data inside Support and Chat, installed from the Shopify app store. Keep it for seeing orders next to a ticket. This pair writes: order events onto the requester as notes, and tickets opened by rules you set, so an agent hears about a late delivery before the customer writes in.

What moves, and when

The details you would normally get after a sales call. Here they are up front.

WhatDirectionWhenRule
Order events on the requesterShopify to ZendeskWithin secondsPaid, fulfilled, refunded and cancelled as notes on the user, matched by email
Problem orders open a ticketShopify to ZendeskWhen the rule you set firesUnfulfilled after the days you choose, refunded, or above the sum you set, in the group you name
Big customers taggedShopify to ZendeskWith every orderA VIP tag on the user above the lifetime total you set, so the agent knows
Ticket link on the orderZendesk to ShopifyWhen a ticket is openedThe ticket id written as an order note, so the shop side can see there is a conversation
Duplicate checkShopify to ZendeskEvery eventMatched by email; one order is one note, never a second ticket for the same order

How to set up Shopify and Zendesk

A few minutes of your time, then it's ours.

  1. Say you need Shopify and Zendesk
    Press Tell us you need it. We reply with a date, and the price stays $39 a month when it's live.
  2. We reply with a date and a price
    Nothing is charged for asking. When it's live you pay, and the account opens with this integration waiting for its two keys.
  3. Paste the Shopify Admin API access and the Zendesk API token
    • Shopify Admin API access: in your Shopify admin open Settings, then Apps and sales channels, then Develop apps, and create an app. Full Shopify guide
    • Zendesk API token: in Zendesk open Admin Center, then Apps and integrations, then APIs. On the API configuration page tick Allow API token access and save. Full Zendesk guide
    Each screen carries the full guide with the exact menu names, about eight minutes for both.
  4. We check both keys
    Each key is checked against Shopify's and Zendesk's own API the moment you paste it. If one doesn't pass, the screen says what to fix, and a person joins the chat if that isn't enough.
  5. Place one test order, then we switch it on
    A minute or two. Create a test order in Shopify and watch the note appear on the requester in Zendesk. From then on we watch it for you. A person checks the setup and switches it on, within a working day.

When Shopify or Zendesk changes its API, we fix it within a working day. You don't get a ticket to solve.

$39a month
  • Everything in the table above, with monitoring on.
  • Fixes when either app changes its API.
  • A person on live chat, weekdays 10:00 to 19:00 EET.
  • Custom logic beyond the table is priced separately.
Tell us you need it

The price when it's live. Nothing is charged for asking.

Ways to connect Shopify and Zendesk

Three ways people connect these two, and what each one asks of you. The built-in app is described above.

Built-in appZapier or MakeDovetly
Who sets it upYou, in the app's own settingsYou, one step at a time in the scenario editorNot built yet. Say you need it and we reply with a date and a price.
Who fixes it when it breaksThe vendor, when it ships a fixYou: the scenario is yours, so the fix is tooWe do, within a working day, and we watch it
What you need to knowThe app's own settings and what they coverTriggers, actions, filters and how the fields of Shopify and Zendesk mapWhere the two keys are. The guide shows it.
PriceSet by the vendorSet by the builder's plan, counted in tasks or operations$39 a month, flat, whatever the volume

Before you decide

What counts as a problem order?

Whatever you say while connecting. Unshipped after three days and refunds are the usual two; an order above a sum you set is the third. Changing the rule is a message to us.

Can agents change an order from Zendesk?

No. Shopify owns the order. Zendesk sees its history and hears when it goes wrong, which is what an agent needs to answer well.

Which CRM is best to integrate with Shopify?

We don't rank CRMs; for Shopify and a CRM see the Shopify and HubSpot pair. This page is about support. Every order, refund and delivery status is written onto the Zendesk requester as a note, and an order that goes wrong by your rules, late, refunded or over the sum you set, opens a ticket for an agent.

Does Zendesk integrate with Shopify?

Yes. Zendesk's own Shopify app shows customer and order data next to a ticket (above). This pair writes instead: order events as notes on the requester and tickets opened by rules you set, so an agent hears about a late delivery before the customer writes in. It isn't switched on for anyone yet; say you need it and we reply with a date. $39 a month when it's live.

Anything to know about Shopify?

A custom app's Admin API token is shown once; if you lose it you create a new one from the same screen.

Anything to know about Zendesk?

Token access is a switch in the Zendesk API settings, and it has to be on before any token works.

What if mine is a bit different?

Tell us what should go where in plain words. Small changes to the rules above are usually free; bigger ones we price within a working day and build into the same account.