Zendesk

I really wanted to like Zendesk. The demo looked excellent and the Shopify integration was one of the main reasons I started a trial.
Unfortunately, the setup experience was so poor that I gave up.
I installed the official Zendesk Shopify app, connected it to my Zendesk account, and initially received a “failed to connect” message even though the connection had actually been created. I then tried to install the Shopify Support sidebar app so we could view order information inside Zendesk tickets.
That repeatedly failed with:
“Failed to install your Shopify Support app. Try again later.”
I followed Zendesk’s own troubleshooting instructions, disconnected the store, removed/reinstalled the Shopify app, approved the requested customer, order and Online Store permissions, re-entered the Zendesk subdomain, re-authenticated successfully, and reconnected the store.
Authentication completed successfully and the Shopify storefront showed as connected in Zendesk, but the Support sidebar app still failed to install with exactly the same error.
On top of that, finding basic administration settings was unnecessarily difficult. The product itself looks extremely capable once configured, but for a small business I simply cannot justify spending this much time trying to get a standard, officially supported Shopify integration working.
If the onboarding and integrations are this troublesome before we have even started using the system properly, it doesn’t inspire confidence in moving our customer service operation across to it.
A real shame, because based on the demo I thought Zendesk might have been exactly what we were looking for.

Do NOT use zendesk for website chat, sms and phone. The software interface is not user friendly and looks like it was designed 10 years ago and never updated. We spent multiple hours trying to get it setup as there was very little help/tutorials available.
Voip calls have significant lag when answering the call and overall call quality is very low.
You cannot send an sms to customers in any simple way.
There is no mobile app for answering calls so EVERY phone call must be answered at your desktop.
When I requested cancelling today they screenshot the contract saying I have to give them 30 days so will bill me for another month.
Ironically their website support is slow to respond.

We have changed over to Coax app. So much better for about the same cost.

I installed it to find dead ends to onboarding, and a reluctant support culture that is evident. There's also a superiority complex, "we're the best!" when it is not. I deleted it after an afternoon of research and trying. Hope you have better luck than I did!

The worst plugin I have ever used. I was really hopeful about Zendesk but left bitterly disappointed. The set up process is horrendous and extremely confusing. ZERO customer service when trying to reach out for help, instead you just speak to a useless robot who is no help. Do not waste hours of your time with Zendesk. After spending hours I am a no further forward and very frustrated. They tried to charge my credit card over £8,000 for an annual fee, luckily for me it got flagged by my bank and wasn't taken.

I want the app to be able to use my Zendesk and see the order info directly there, but I don't want to use the chat feature in the site.
So far I am unable to remove that even if I disable the widget. I ended up removing the entire app but I would like to be able to use it. Any advice? Thanks

We sell on a few different platforms, so it's really nice to just pull up a ticket and see a customer's order history at a glance. It gives a clean, organized view of essential customer info with accessible links to expand their order details, track their order, or refund it on the spot. It's very helpful in providing context for customers we're interacting with.

Having the Shopify app installed into our Zendesk instance has brought a good amount of convenience and efficiency to our workflows, but there are a few features that are missing to take it to the next level. 1. Our team uses Timeline Notes rather than Order Notes to leave comments on an order. Seeing any timeline notes attached to each order expansion would be incredibly helpful. 2. Tags associated with each order displayed in the order expansion as well as the customer profile. This would improve our efficiency by a few clicks. 3. Quick links to specific apps, such as ReCharge would save a lot of time for our team as well Overall the app is extremely reliable and has brought a lot of clarity to our team.

I tried to link my Shopify store with Zendesk, but it's not working.. When I try to configure my store, Zendesk give back a "page not found" link.

Shopify has been an amazing tool for us and we are able to access other tools easily to become more efficient. The help we receive is prompt. There are minimal issues using Shopify. Other platforms we have used have been more difficult, not as efficient, or as helpful. This is a great tool for a busy business.

Good to see some developer responses. App works as expected and saves us a lot of time. Unfortunately it matches the order based on the primary email address in Zendesk, which oftentimes is different. It would be good if it also matched by secondary email addresses and/or Shopify order number set in Zendesk.