# 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.

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.

Source: https://aide.app/integrations/zendesk-woocommerce · Updated 2026-11-05 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## 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.

### Where is my order?

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

### Address changes, handed over

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

### Cancellation requests

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

### Ticket fields, filled in

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

### Drafts your agents send

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

## 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.

## 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

### Can Aide refund a WooCommerce order from a Zendesk ticket?

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.

### Does Aide answer "where is my order" for WooCommerce stores?

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.

### Can I try it before Aide answers customers?

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.

### Do our Zendesk triggers, macros and views keep working?

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.

### Does it work with WooCommerce plugins or a custom setup?

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

### How is the Zendesk WooCommerce integration priced?

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.

## Set it up
- [Connect Zendesk, Front, Gorgias or Gmail](https://docs.aide.app/integrations/connect-helpdesk)
- [WooCommerce, Arlo and Salesforce](https://docs.aide.app/integrations/other-integrations)

## Related
- [Aide for Zendesk](https://aide.app/integrations/zendesk)
- [Aide for WooCommerce](https://aide.app/integrations/woocommerce)
- [All integrations](https://aide.app/integrations)

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