Shopify integration with Zendesk, Freshdesk, Help Scout or Re:amaze only takes five minutes with ChannelReply. Follow these instructions to get set up in no time.
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Sign in. Then choose Shopify on the dashboard.
Click “ADD NEW SHOPIFY ACCOUNT,” then go to step 2.
Start your free 14-day trial here. Choose your helpdesk and follow the instructions to connect it. When you reach a screen like the one shown below, choose Shopify.
Either follow along with the video below and then skip to step 3, or continue reading these instructions.
Log in to your Shopify admin account and choose “Apps” in the left-hand menu. Then scroll to the bottom of the page and click “Manage private apps.”
Click “Create private app” or “Create new private app.”
Enter ChannelReply in the “Private app name” field and firstname.lastname@example.org in the “Emergency developer email” field.
Scroll down to “Admin API.” Make sure “Products” is set to “Read access.” Then, click “Show inactive Admin API permissions.”
Set all the following permissions to “Read and write”:
Click “Save,” then “Create app.”
The app is done! Now we need to link it to ChannelReply. Click “Next” on your ChannelReply setup screen.
Either follow along with the video below and then skip to step 4, or continue reading these instructions.
Return to your Shopify account and copy the URL from your browser’s address bar.
Paste the URL into the “Shopify Admin Domain” field in ChannelReply. Everything except the unique part of your domain will be automatically removed.
Your ChannelReply app should already be open in Shopify. If not, return to that page in Shopify by going to Apps > Manage private apps > ChannelReply.
Scroll down to the Admin API section. Copy the API key from Shopify and paste it into the “API Key” field in ChannelReply. Then copy over the Password and Shared Secret, pasting them into the fields with the same names in ChannelReply.
If you use Re:amaze, you will also need to select a channel/brand. Choose the best channel for this Shopify account. If the channel you need is missing from the dropdown, read our guide to assigning Re:amaze brands.
Once all fields are filled in, click “TEST CONNECTION.”
If you see any errors, double-check the information and try again. Contact us for help if you have trouble connecting.
If the connection is successful, green checkmarks will appear next to each field. Click “Next.”
Either follow along with the video below and then skip to "Advanced Setup (Optional)," or continue reading these instructions.
You will arrive at a screen that says "Success! Now, let's check your email configuration.”
If you already get your Shopify messages in your Zendesk, Freshdesk, Help Scout, or Re:amaze account, you’re already done! Data will begin appearing on all messages from this Shopify store in your helpdesk. Click “Next” to finish setup.
Then, go ahead and jump to Advanced Setup.
Switch to your Shopify account. Go to “Settings.” Then, choose “General.”
Change the “Sender email” to any email address that forwards to your helpdesk. Just be aware that customers will see the email address you enter here, so it's best to use an email address ending in your unique website domain.
Another reason to use an email from your own unique domain is that Shopify will ask you to authenticate your email address. You can only do this if you own the domain associated with your email address.
You do not have to authenticate. Messages will still be delivered if your address is not authenticated. However, if you do not authenticate your email, your customers may see "via shopifyemail.com" after your email address on every message. You may also have an increased risk of your messages going to spam if your sender email is not authenticated.
We don't recommend using email addresses that end in things like @yourcompany.yourhelpdesk.com. These do work for messaging, but they are part of your helpdesk's domain and not yours, so you can't authenticate them. Shopify will also only allow one store to authenticate each domain, so you can't ask your helpdesk to authenticate the email on your behalf.
Congratulations—you’re done! You can click “Next” in ChannelReply to exit Shopify setup, then skip to Advanced Setup.
Don’t worry. We’ve already generated an email address for you. Just return to ChannelReply and hit “NEXT.”
Exit setup completely by clicking “GO TO MY ACCOUNT.”
Click “Shopify” on the dashboard.
Next, hit “EDIT” under your newly connected Shopify store.
You’ll find a ChannelReply Email field here. Copy this email address.
Enter it as the sender email in Shopify, then hit “Save.”
You’re all set! Just keep in mind that customers will see the @channelreply domain in your sender email. You also will not be able to authenticate unless you switch to an email address from a domain that you own.
As mentioned above, you can use any email address you want, as long as it forwards messages to your helpdesk. Using the ChannelReply Email is not required or recommended. It is only a backup option.
Click “Next” in ChannelReply to exit setup. You can then skip to Advanced Setup.
After finishing your Shopify integration, you can view your settings by clicking Shopify on the dashboard…
…then “EDIT” under your newly connected store.
You’ll find a setting labeled “Process external messages.”
We recommend that most users just leave “Process external messages” turned on. It gets the best results for the least amount of work.
As long as this is enabled, ChannelReply will check every ticket in your helpdesk. If the email address matches a customer from your Shopify store, we will display that customer’s order info in the ChannelReply app.
This is recommended because it allows ChannelReply to show data on every single ticket from your Shopify store. It works even on messages delivered by other apps or through your preferred customer service email.
If you want to disable this, you have two options:
Interested in setting up advanced ChannelReply features for Shopify? Here are some of the best options available:
Create a tag for your Shopify account to help with ticket organization and using more advanced features. We recommend that all multichannel sellers set up tags.
Learn how to use custom fields to speed up support with auto-personalization and powerful, custom-built rules. Custom fields can also make it easier to build advanced reports and search for tickets based on things like what the customer ordered. Exact features depend on your helpdesk, but they can always make your life easier!
ChannelReply lets you turn your helpdesk into a Shopify autoresponder. You can use any of our ecommerce autoresponder systems for Zendesk, Freshdesk, Help Scout or Re:amaze with Shopify. Standard Zendesk autoresponder triggers are also compatible with Shopify.
Our free New Order notifications don't count toward your monthly message limit. And unlike default Shopify order notifications, they come complete with data, tags, and custom fields. You can even reply to them directly or set up an autoresponder just for your new orders!
To turn these on, click Shopify on your ChannelReply dashboard and then "EDIT" under your connected store.
Make sure the Shared Secret field is filled in. If it is not, see our detailed instructions for setting up Shopify New Order notifications.
Finally, scroll down to Notification Preferences and enable the "New Order" slider.
If you get stuck or have any questions, we’re here to help! Contact us and our team will get back to you shortly.