Installation guide for the Shopware 5 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: "Shopware 5 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 Shopware 5 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 the trigger

1. Fill in the following fields:
   • Trigger name: Enter a name for your trigger. Make sure it’s something easy to identify, like "Shopware 5 Order Sync".
   • Add a tag when triggering: (Recommended) This tag helps manage and track when the sync process is initiated. It’s important to add this tag to avoid trigger loops. For example, use something like "shopware_order_sync_triggered" to show that the sync has started.
2. Set up a connector
   • If you haven’t set one up yet, please create a connector. Click the blue square with the arrow to open the Knots connectors dashboard.
   • There, click Add new connector and select the system, in this case Shopware v5, and fill out the requested information. For more details, please take a look at our connector setup guide.

     

   • After setup, return to the app in Zendesk, click Refresh, and select the new connector from the dropdown. 

     

     Note: Without logging into Knots and setting up the connector, you won't be able to proceed with the integration.

3. Select the API Object you want to sync with Zendesk from the dropdown menu. You can change this depending on what data you need to synchronize (e.g., Customers, Products, etc.).

   

4. Select the Zendesk field that contains the Shopware 5 object’s ID, such as the "OrderID". This field is essential for linking Shopware 5 records to Zendesk.

   

5. Specify the source property from the Shopware 5 API response that you want to sync. Then, select the destination field in Zendesk where the data should be stored. 
   For example:

   • Save "Tags" from Shopify directly into the Zendesk "Tags" ticket field.
   • For "Total Price", create a custom "Price" field to store the value.

    Note: Both fields are required to complete the data mapping.

   

   If you want to sync additional data (for example, syncing both "Order ID" and "Order Status"), click Add data lookup to map more fields from Shopware 5 to Zendesk.

5. (Optional) Utilize advanced mode for an enhanced experience

Toggle Advanced Mode to unlock additional customization options. Each field has a helpful tooltip—hover over the little "i" icons next to the fields for more detailed explanations.

6. Finalize the setup

Once everything is configured, click Save Configuration to save your settings without activating the trigger yet. If you’re ready to go live, click Save and Activate to enable the trigger and start syncing data.

For more information about the app, visit Shopware 5 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.