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Zendesk WooCommerce integration

Zendesk tickets, answered from the WooCommerce order.

Aide reads the WooCommerce order before it writes, so order status questions get a real answer and store changes reach your agents ready to action. · By
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Short answer

Aide connects Zendesk and WooCommerce so its AI agent reads the customer's orders, products and details on every ticket, drafts replies as internal notes and answers email tickets once a brand is live. The WooCommerce side is read-only, so cancellations, address changes and returns go to your agents.
In the ticket
The Aide panel in the sidebar, with the draft, topics and fitting macros.
Drafts
Internal notes on every ticket, written from the WooCommerce order.
Replies
Email tickets in live brands. Chat, messaging and SMS tickets get drafts.
Store access
Read-only. Orders, products and customers from your WooCommerce store.
Order changes
Your agents make them in WooCommerce, with the order details in the ticket.
Plans
Zendesk and WooCommerce connect on every plan, Free included.
On your Zendesk tickets

The WooCommerce questions in your Zendesk queue

Aide reads the order before it writes. Anything that changes the order goes to your agents with the details already gathered.

Aide reads the order's status in WooCommerce, so the reply says whether it is still being prepared or has shipped, instead of asking the customer to check their inbox.
Customer
It's been five days since I ordered. Has order #4182 shipped yet?
Aide
Not yet. Order #4182 is still processing, which means it is being packed and hasn't left our warehouse yet.
✓Order status read from WooCommerce · Order #4182

Aide confirms which order the customer means and takes down the new address. The ticket goes to your agents, who make the change in WooCommerce.
Customer
Can order #5609 go to 18 Harbord St instead? I'm moving this weekend.
Aide
Thanks. Order #5609 is still processing, so there is time. I've passed 18 Harbord St to our team with your order, and they'll confirm here once it's changed.
✓Order read from WooCommerce · Handed to your agents

Aide checks whether the order has shipped and tells the customer where it stands. An agent cancels it in WooCommerce and the customer hears back on the same ticket.
Customer
Please cancel order #6271. I ordered the wrong size.
Aide
Order #6271 hasn't shipped yet. I've sent your cancellation to our team with the order details, and they'll confirm here once it's done.
✓Order status read from WooCommerce · Handed to your agents

Aide picks up the order number and reason for contact from what the customer writes, asks only for what is missing, and fills your Zendesk ticket fields.
Customer
The lamp I ordered arrived with a cracked base.
Aide
I'm sorry it arrived damaged. What's your order number? I'll pass it straight to our team so they can arrange the next step.
✓Reason for contact: Damaged item · Order number requested · Zendesk fields filled

On topics set to Drafts, the reply waits as an internal note, written from the order and your help center. Your agent edits it and sends.
Customer
Is the oak side table from order #3048 solid wood?
Aide draft
Yes, the side table is solid oak with an oil finish. Order #3048 is still processing, so if you'd rather have the walnut finish, reply here and we'll help before it ships.
✓Draft as internal note · Product details from WooCommerce
What your agents get

WooCommerce answers, without leaving Zendesk

Your agents keep their views, macros and triggers. Aide reads the store and does its work on the ticket.

Drafts from your macros

Aide learns which Zendesk macros your agents send for which situations, and drafts from them.

Macros in procedures

A procedure step can run one of your Zendesk macros, the way Zendesk would.

Topics on every ticket

Written back as tags or a ticket field your views can use.

Your help center, imported

Import your Zendesk help center, so answers come from your own articles.

Answers in their language

Aide detects the language a customer writes in and replies or drafts in it.

Posted under your name

Replies and notes written in Aide post to Zendesk under the teammate's name.
Setup

Zendesk first, then your store

Connect Zendesk

Sign in to Zendesk from Aide. Drafts start appearing as internal notes on new tickets straight away.

Connect WooCommerce

Our team connects your WooCommerce store with you. Aide reads it and never changes an order.

Choose what runs

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

Frequently asked questions

Not today. Order actions are Shopify only. Aide reads the WooCommerce order, and refunds, cancellations and address changes go to an agent on the ticket.

Yes, from the order's status in WooCommerce, such as processing or completed. Live carrier tracking from UPS and FedEx is part of Aide's Shopify connection.

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.

Yes. Aide works inside Zendesk and does not replace it. Your agents keep their workflow, and Aide adds drafts, topics and replies where you allow them.

Aide reads standard WooCommerce order, product and customer data. Other systems can work with Aide through its API and signed webhooks.

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.

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150 AI replies a month on the Free plan, with every feature included. No card needed.

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