Zendesk + Shopify integration

What Zendesk is

Zendesk is a customer service platform: ticketing, messaging, help centre and AI agents. Many companies run it across several products or channels, not only the store.

How we would approach Zendesk with Shopify

We connect Shopify so agents see orders beside each ticket, build macros for the most common store questions, and turn the questions that keep coming into help-centre articles and product-page copy, so customers get the answer before they need to ask.

What the work involves

• Shopify order details shown in Zendesk tickets
• Macros for "where is my order", returns and address changes
• Help-centre articles for repeated questions
• Repeated pre-sale questions fed back into product pages

Ways to connect Zendesk and Shopify

• Existing app

  Shopify for Zendesk

  Zendesk's official app. Finds the customer's details and recent orders in Shopify; agents can refund and cancel without leaving Zendesk. Works with several stores.

• Existing app

  Gorgias

  A helpdesk built around Shopify orders, if the store is your main support channel.

Where these projects go wrong

• Agents switching between Zendesk and Shopify admin to answer simple questions.
• Pre-sale questions answered in tickets but never on the product page.

Questions

Zendesk or Gorgias?

If support covers more than the store, Zendesk. If the store is the business, Gorgias is built around its orders.

Before we scope the work

• Which data or customer journey needs to connect, and which system owns it?
• What access, plan features or API permissions are available?
• Does an existing connector cover the requirement, including failures and updates?
• Who will maintain the connection, and how will you know it is working?

Send your current setup and one real example of the flow you need. We'll tell you whether it can be done and what it would take.