Plan requirement
| Subscription | Any plan |
| Access | Admin |
Order details beside the ticket: for a webshop, the integration that saves the most agent time. Contact about an order is what a shop mostly gets, and without this each of those means an agent switching systems and searching.
Connect it
- In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click Shopify, then in the storefront connection card click Configure.
- In the Sidebar app for Support card, select Configure, then click Install.
- Decide whether to select the Refunds and cancellations checkbox.
- Test with a real customer who has ordered.
The Chat app is a separate install, from the Sidebar app for Chat card.
What appears on the ticket
An order summary and a list of orders by order number, with the order date and value, customer notes, payment status, fulfilment status and shipment tracking numbers. That covers almost every question a shop receives.
It is also a reason to be deliberate: everything shown beside the ticket is visible to every agent who opens it.
Matching uses email or phone
In Support, the integration retrieves Shopify data in saved tickets by matching the requester's email address or phone number against the email address or phone number on the Shopify order and account.
Two consequences. A customer who ordered as a guest or with another address still matches if the phone number does, which is why the panel fills for orders you did not expect it to. And an empty panel does not mean the customer never ordered, so agents need to know how to search manually.
Refunds and cancellations leave a tag
With that checkbox on, agents can refund and cancel orders from the ticket. Convenient, and it means an agent action in Zendesk moves money, so restrict it to the people who should have it.
The logging is already there: a completed refund automatically adds the tag shopify_refund to the ticket, and a completed cancellation adds shopify_cancelled. Those tags are what you report on, so you can see how much money is being moved from the ticket screen and by whom.
Use it with the AI agent
An order lookup shows what an action does: the customer asks where their order is and gets a real answer rather than a policy. The same matching rules apply, so the same guests and second addresses fall through.
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