Installation guide for the Shopify Event Sync app

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Shopify Event Sync by Knots") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Shopify Event Sync by Knots app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.
  

4. Set up a connector for the Shopify account

Before you begin, you'll need to establish a connection between your Shopify account and Zendesk. Follow the steps in the article How to get an API access token for your Shopify store to set up a connector for your Shopify account. 

5. Create a trigger

Once the connector is set up, follow these steps to create a trigger:

1. Navigate to the Shopify Event Sync app in Zendesk.
2. Click on the Create Trigger.

   

3. Give the trigger a descriptive name.
4. Add a tag for the when automation starts, aiding future troubleshooting.
5. From the dropdown menu, select the connector associated with Shopify.

   

6. Select data to sync

Determine which data to synchronize:

1. Choose 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.

     

2. Select 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.

     

7. Customize data lookup and response

1. 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.

   

2. 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. Utilize Advanced mode for an enhanced experience

1. Click on "Advanced Mode" to explore additional options.

   

2. 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.

     

For more information about the app, visit Shopify Event Sync. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.