1. Installing the Shopify Event Sync App
How to Install:
- Go to the Zendesk marketplace and look up "Shopify Event Sync by Knots." Alternatively, you can use this link.
- Click on the 'install' button located on the right side.
- Choose the Zendesk instance where you want to install the app.
- Follow the redirection to your Zendesk Admin space. (Ensure you have admin rights.)
- Here, you can rename the app, but by default, it's labeled as "Shopify Event Sync by Knots." Decide if you'd like to enable role or group restrictions.
- Finally, hit the 'install' button.
2. Accessing the App
- Navigate to your agent workspace. This can be done by clicking on the icon with four squares located at the top-right corner, then choosing "Support."
- In the Support workspace, spot the Shopify Event Sync icon on the left after the settings symbol.
- Note: If you have numerous apps installed, it might be hidden under the three dots at the lower left part of your screen. Click on this icon to proceed.
3. Creating an Account with Knots
For New Users:
- Access one of the Knots Apps or go to https://app.knots.io/
- Click on 'create an account.'
- Fill in your email, set a password, and choose a team name.
- After logging in, set up a connector. This usually gets suggested based on your current Zendesk instance.
- Under the module management page, pick the "Ticket Parser." Click 'add' and then choose your billing entity along with the connector. Ensure you agree with the terms and conditions before hitting 'buy.'
Good to Know: First-time users of Knots will receive a 14-day free trial without requiring any credit card or billing details.
4. Setting Up a Connector for Your Shopify Account
Before you begin, you'll need to establish a connection between your Shopify account and Zendesk. Follow the steps in this article to set up a connector for your Shopify account.
5. Creating a Trigger in the Shopify Event Sync App
Once the connector is set up, follow these steps to create a trigger:
- Navigate to the Shopify Event Sync App in Zendesk.
- Click on the "Create a Trigger" button.
- Give your trigger a descriptive name.
- Add a tag for the when automation starts, aiding future troubleshooting.
- From the dropdown menu, select the connector associated with Shopify.
5. Selecting Data to Sync
Next, you will determine which data to synchronize:
Choosing the API Object: Choose an object you have authorized; refer to the "Admin API access scopes" section in the guide to getting an API Access Token for Your Shopify Store for more details. (A link to the guide will be inserted here.)
- If you have an order number, opt for "Order".
- Without an order number but with a customer email, select "Customer by email" to view the customer's order history.
Selecting Zendesk Field with Object ID: Here, select from the available ticket fields in your Zendesk account based on your requirements:
- For specific order ID searches, choose the custom ticket field holding the order ID.
- To obtain a customer's historical data, select the "Requester" field.
6. Customizing Data Lookup and Response
Configure data lookup and response settings as follows:
Data Lookup (Response Body): Choose the information to be fetched into the ticket, such as "Total Price" or "Tags", based on the object type selected earlier.
Destination Field to Store Value: Decide where to save the retrieved data in Zendesk:
- Save "Tags" from Shopify directly into the Zendesk "Tags" ticket field.
- For "Total Price", create a custom "Price" field to store the value.
Note: Only objects with granted permissions will appear in the list, following the same logic mentioned earlier.
7. Utilizing Advanced Mode for Enhanced Experience
Take your setup a notch higher with advanced settings:
- Click on "Advanced Mode" to explore additional options.
- To create conditions, select "Value Conditions". This allows you to set up specific conditions based on the data fetched. For instance:
- Use the operator ">" (greater than) to set a condition for the price, such as a minimum value of 1000.
- Tagging the ticket as "vip_customer" can help in prioritizing and routing it to a specific team.
Through these configurations, you can create a more responsive and personalized customer service experience. Make sure to test your settings thoroughly to ensure they meet your needs and contribute to a seamless and efficient workflow.
We hope this guide assists you in integrating your Shopify data seamlessly into Zendesk, leading to a richer and more productive customer support experience.