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Zendesk Shopify integration

Shopify orders in every Zendesk ticket. Resolved there too.

Aide shows the customer's Shopify orders beside each Zendesk ticket and acts on them for your team, from tracking questions to cancellations, address changes and returns. · By
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Short answer

Aide connects Zendesk and Shopify so every ticket shows the customer's Shopify orders in the Aide panel, and its AI agent can cancel, refund, change the address or start a return for a verified shopper. Refunds wait for a teammate to approve them on the ticket by default.
In the ticket
The Aide panel, with the draft, topics, fitting macros and Shopify orders.
Order actions
Cancel, refund, change the address, remove an unshipped item, add a note.
Replies
Email tickets once a brand is live. Chat and messaging tickets get drafts.
Who can ask
Verified shoppers: logged in, or order number plus the checkout email.
Tracking
Every package of a split order, live from UPS, FedEx and Shopify.
Plans
Zendesk and Shopify connect on every plan, Free included.
On your Zendesk tickets

The Shopify questions in your Zendesk queue

Aide reads the order before it writes, then acts inside the rules your team sets. Topics set to Drafts get a draft instead.

Aide reads the order and the carrier's tracking, so the reply gives the real status and delivery date instead of a link to a tracking page.
Customer
Order #5128 still says label created. Did it actually ship?
Aide
It did. FedEx scanned order #5128 at the Memphis hub this morning, and delivery is expected Thursday. The tracking page should catch up within a few hours.
✓Tracking read from FedEx · Order #5128

If the order hasn't shipped, Aide updates the shipping address in Shopify. If it has, the ticket goes to your agents with the order attached.
Customer
I moved last week. Can order #6203 go to 210 Queen St E, Apt 4 instead?
Aide
Done. Order #6203 hadn't shipped yet, so it now goes to 210 Queen St E, Apt 4.
✓Shipping address updated in Shopify · Order #6203

Aide cancels an unshipped order in Shopify and tells the customer the refund is with your team. An agent approves or rejects it in the Aide panel.
Customer
Please cancel order #4417. I ordered the wrong colour.
Aide
Order #4417 is cancelled and won't ship. Your $86.00 refund is with our team for approval, and you'll get an email when it's issued.
✓Order cancelled in Shopify · Refund awaiting approval

With returns on, Aide starts a return inside your window, skips excluded tags such as final-sale and creates a request your store approves.
Customer
The boots from order #3390 rub my heel. Can I return them?
Aide
Yes. They were delivered 12 days ago, inside the 30-day window. Shall I start a return for 1 x Trail Boot from #3390, reason: doesn't fit?
✓Return offered under your Shopify return rules · Waits for the customer's yes

On topics set to Drafts, the reply waits as an internal note and in the Aide panel, written from the live order. Your agent edits and sends it.
Customer
Can I add a second mug to order #7782 before it ships?
Aide draft
Order #7782 hasn't shipped yet. I can't add items to an existing order, but I can cancel it so you can place a new one with both mugs. Would you like that?
✓Draft as internal note · Order #7782 not yet fulfilled
What your agents get

Shopify, without leaving Zendesk

Your agents keep their views, macros and triggers. The order comes to the ticket.

Orders beside the ticket

Recent orders with items, totals, refunds and shipments, in the Aide panel on every ticket.

Approve on the ticket

Refunds Aide offers land in the panel as Awaiting approval. Approve or reject, and Aide tells the customer.

Hold or replace

Agents can hold fulfillment or send a free replacement to the original address from the panel.

Fields filled in

Aide fills the order number or reason for contact from the conversation and writes it to Zendesk.

One update per answer

The note, tags, fields and status land in one update, so your triggers see one change.

Every brand kept apart

Each active Zendesk brand gets its own rollout, reply identity and help center.
Setup

From two connections to the first draft

Connect Zendesk

Sign in to Zendesk from Aide. Setup waits for the first draft on a real ticket and links to it.

Connect Shopify

Install Aide from the Shopify App Store or connect your store in Aide. Orders appear on matching tickets.

Choose what runs

Each topic is set to AI Agent, Drafts or None. New topics start at Drafts.

Frequently asked questions

Yes. Aide offers the refund to a verified shopper and it waits on the ticket for an agent to approve or reject it. Large refunds requested by agents need an Owner or Admin, and no refund can exceed what the order can still refund.

Both, and you choose per topic. Once a brand is live, Aide replies to email tickets itself on topics set to AI Agent. On chat, messaging and SMS tickets it writes drafts for your agents.

Yes. Aide works inside Zendesk and does not replace it. It learns from the macros your agents send, and a procedure can run a Zendesk macro the way Zendesk would.

Yes. Each Zendesk brand starts in Watch only, where Aide decides and drafts without writing to Zendesk. Then it moves to test senders, a share of tickets and everyone, when you are ready.

Connecting both is free. You pay for AI replies, meaning each message Aide answers or drafts. The Free plan includes 150 a month, and Starter includes 1,000 for $39 a month.

Aide reads WooCommerce orders, products and customers on Zendesk tickets. Order actions and returns are Shopify only.

Set it up

Related

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