Yes. Zendesk has a Shopify integration for Support and Chat. Install the Zendesk app from the Shopify app store, then create a connection in Admin Center. Agents then see Shopify order information in a sidebar app, can process refunds and cancellations, and you can add a Web Widget to your storefront.
Yes, and agents can refund without leaving the ticket
For a store owner, the point of connecting the two is simple: when a customer writes in asking where their order is, the agent shouldn't have to open another tab to find it. The integration adds an app so agents can view order information beside the ticket, which cuts out the context switching.
It goes further than viewing. Agents can process order refunds and cancellations from the Support app without leaving the help desk. The vendor's app listing describes the same three jobs: see relevant customer data, process refunds and cancellations from the sidebar, and embed live chat in any storefront.
Connecting your store in six steps
- In the Shopify app store, find the Zendesk app, click Install and select your storefront.
- Enter your help desk subdomain and click Submit. This takes you to Admin Center.
- In Admin Center, give the integration a connection name and click Connect.
- Go to Apps and integrations, then Integrations, click Shopify, and choose Configure on the storefront card.
- Under Sidebar app, configure the Support card, select the Sidebar app checkbox and the Refunds and cancellations checkbox, then Save.
- If you want a contact widget on the store, open Web Widget, enable it, then activate it in the App embeds menu in your Shopify theme and Save.
Once connected, the sidebar app is switched on automatically for Support and Chat, with one sidebar app per storefront. Refunds won't work until that Refunds and cancellations checkbox is ticked, so don't skip step five.
Running more than one store
You can connect several storefronts to a single help desk. To add each one, you have to be logged in to that storefront in Shopify at the time. Each store gets its own sidebar app, so agents can tell which shop an order came from.
Widgets are where multi-brand setups get fiddly. Only the default brand's Web Widget can be added to each store through the integration. If you run separate brands, their widgets need the code added to the Shopify theme by hand.
Be careful when disconnecting, too. Removing a storefront also removes its sidebar apps, the Web Widget on the store and the Zendesk app in Shopify, all at once.
The chat product is being retired
The integration is described as working through Support and Chat, but the Zendesk help article on setting up the Shopify integration also says Zendesk Chat is being retired, and the Zendesk Chat for Shopify app is no longer available in Shopify's app store. If an older guide tells you to install that chat app, it won't be there. The Web Widget route in step six is the one to use.
There's also an AI option with a condition attached. Auto assist, part of agent copilot, can suggest order lookups, cancellations and refunds, but it requires the Copilot add-on.
If you're putting chat on your store for the first time, this guide to setting up live chat for a business covers the basics.
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Other help desks that plug into Shopify
Intercom's Shopify app listing says teams get visibility into orders, shipping and customer data and can act without leaving the inbox. Front has its own Shopify integration page, saying it gives sales and support teams a complete picture of their customers. For more apps worth adding to a growing store, see my pick of the best Shopify apps for small stores, or compare other help desk platforms.
My advice for store owners
Connect the store, tick the refunds box, and add the Web Widget for your main brand. That alone means most where-is-my-order and cancel-my-order tickets can be handled in one screen. If you run several brands, set aside time to add the extra widget code by hand, and ignore any guide that sends you looking for the old chat app.
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Frequently asked questions
Does Zendesk have a Shopify app?
Yes. It's installed from the Shopify app store and connected in Admin Center.
Can agents refund Shopify orders from Zendesk?
Yes, from the Support sidebar app once the Refunds and cancellations checkbox is ticked.
Can I connect more than one Shopify store?
Yes. Several storefronts can connect to one help desk.
Can I put a chat widget on my store?
Yes. The Web Widget can be enabled for the storefront through the integration.
Is Zendesk Chat still available for Shopify?
The vendor says Chat is being retired and the Zendesk Chat for Shopify app is no longer in Shopify's app store.
