Shopify for Zoho Desk | Online Help - Zoho Desk

Shopify for Zoho Desk

The Shopify for Zoho Desk extension is designed to cater to the larger automation needs of Desk support agents. The extension creates support tickets for every Shopify order, so that the support agents can easily track customers and their order information without leaving their Zoho Desk interface.
Notes
For Shopify accounts on the Basic plan, only sales orders will be synchronized; access to Personal Identifiable Information (PII) is restricted. To access PII, you must upgrade to at least the Shopify plan.

Installing the extension

The Shopify extension can be installed either from the Zoho Marketplace or from your Zoho Desk account.

To install from Zoho Desk:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon () > Integration > Marketplace. 
  3. Under Marketplace, click All Extensions.
  4. Search for 'Shopify' in the search bar on the right.
  5. Select the Shopify for Zoho Desk extension, then click Install.
  6. Under General Settings, select the department and profiles whose agents can access the extension in Zoho Desk.

  7. Agree to the Terms of Use, then click Install.
  8. Click Authorize in the pop-up to authorize your Shopify account. In the page loading up, enter the Shop ID, API Key, API Secret Key, and Admin API Access token.
  9. Under Configuration, provide the store name.

  10. Under Preferences, define the criteria based on which the tickets needs to be created and select a department.

  11. The criteria should be defined as follows:

      • First column - Choose the desired criteria from the dropdown list

      • Middle column - Define the action for the criteria

      • Last column - Define the condition the criteria should match with

  12. You can define up to four different criteria and can choose to have the criteria pattern as AND or OR based on your requirements.

  13. Click Save.

Upon successful installation, the extension can be accessed from the right tab of the ticket detail page.
Note: Please follow the steps given below to create the admin API access token while creating an app in your Shopify account. You'll also get the API key and API secret key on the same page.
  1. Navigate to Shopify admin page using this link https://<domain>.myshopify.com/admin. Replace domain with your Shopify domain name.
  2. Click Apps in the left panel.
  3. In the pop-up, select the App and Sales Channel Settings option.

  4. Click Develop Apps option on top.

  5. Click Create App button.
  6. In the pop-up, enter the App name, select App developer from the drop-down, and click create app.
    The app will be listed under App development.
  7. Click on the app, select Configuration, and select the below scopes.
    1. read_customers
    2. read_orders
    3. read_products
  8. Once scopes are selected, click Save.
  9. Navigate to API Credentials and click Install App.

  10. Your Admin API access token will be generated and displayed.

This token will be displayed only once in Shopify. We suggest you save it for future reference as this cannot be retrieved again forever.

Accessing the extension

The extension can be accessed from the right tab of the ticket detail page. To access the extension, open a ticket from your portal.
  1. Click the Extensions icon () on the right side of the ticket detail page.
    All extensions installed in this location will be listed.
  2. Select Shopify.
    The Shopify widget will be displayed in the right tab of the ticket detail page.

Managing orders and contacts

After the extension is installed, depending on the specific circumstances, various actions will be triggered when a customer places an order in Shopify. Please ensure you access the widget after installation to initiate these actions.

Below are the scenarios and their corresponding actions:
  1. Order Status Matches Configuration: If the order status matches the one configured in the preferences tab, a ticket will be created in Zoho Desk. The order details will be displayed in the widget when the ticket is opened. The displayed order details will include:

    1. Customer Information
    2. Order ID (Click on the ID to get redirected to the order in Shopify)
    3. Store Name
    4. Order Status
    5. Order Total Value
    6. Shipping Address
    7. Billing Address
    8. Order Note (only one note allowed)
  2. New Customer: If a customer who is new to Zoho Desk places an order in Shopify, a contact for that customer will be created in Zoho Desk by default. A ticket will only be generated if the order status matches the one configured in the preferences tab.
  3. Existing Customer: If an existing Zoho Desk customer places an order in Shopify, a ticket will be created in Zoho Desk, and the order details will be shown in the widget when the ticket is opened.
  4. Previous Orders: If a customer had orders in Shopify before installing the extension, only the latest five orders will be listed in the widget, regardless of the configuration in the preferences tab.

Uninstalling the extension

  1. Go to Setup > Integration > Marketplace. 
  2. On the Marketplace page, click Installed Extensions.
  3. Choose Shopify from the list of extensions.
  4. Click the More icon () in the upper-right corner of the Shopify extension setup page.
  5. Select Uninstall Extension.
  6. Click Confirm.