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Zendesk Connector

(v.1.0.0)
Integration of Magento store and Zendesk Support.

Widget in Zendesk sidebar

  • Built on new Zendesk framework v2
  • Link orders to tickets
  • View order details right in the ticket
  • Check order statuses, customer group, and lifetime sales

Zendesk Connector

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$99.00

* Required Fields

$99.00
  • 60-day money-back period
  • free updates
  • free bugfixes
  • free technical support
Description

Zendesk Magento Connector

Our Zendesk Magento 1 Connector associates your Magento store with your Zendesk account. What’s that?

You can see important customer and order details right in a sidebar of a Zendesk ticket. Thus, you do not need to spend time going to the Magento admin panel, clicking all these numerous tabs. All essential information like customer groups, recent orders and order statuses, purchased items, addresses and other will be straight before the eyes on the ticket interface.

Besides, customers have an opportunity to create tickets and reply to them from personal accounts. As for admins of the website, they can also create and view a list of tickets on customer and order pages in Magento backend.

What is more, our Zendesk Connector is built on the new Zendesk framework version 2. Our extension is not deleted by Zendesk and is up and running after October, 14 - the removal date for version 1 of the Zendesk Apps framework.

Magento widget and Zendesk Support: what’s the connection?

Save time, and you will save money and get more loyal customers.

Providing support, agents require tons of information on a customer and orders: customer account, group, lifetime sales, order statuses, purchased items. Once they have these details from Magento backend right in the ticket, they can answer it twice faster or even more. They do not need to load all these Magento tabs and find details scattered across the backend

Additionally, having the right information, agents can rank tickets and provide support according to a ticket priority, which structures the ticket pool.


What information from Magento backend is displayed?

  • Customer orders (date, status, and total, order items).
  • Order items: product name, SKU, product options, item price, Qty, and row total; the number of purchased items, invoices, shipments, credit memos (refunds) per item.
  • Order information: order totals, date, billing and shipping addresses, payment and shipping methods, and shipping tracking info.
  • Customer lifetime sales.
  • Customer group, country and default addresses.
  • Registration information (is registered, sign-up date).
Zendesk Magento connector - Interface

Pricing

One-time payment - No hidden or monthly fees.


License cost of Zendesk Magento Connector extension depends on your Zendesk plan*:
  • $99 - Professional Zendesk plan
  • $199 - Enterprise Zendesk plan
  • $299 - Elite Zendesk plan

You can check your Zendesk plan at Zendesk -> Settings -> Subscription.
Essential Zendesk Plan does not support Apps.
Have an outdated Zendesk plan? Please contact us for a quote.


*Important: Zendesk Magento connector is designed to be used with an existing Zendesk account. If you don’t have a Zendesk account, then sign up to Zendesk first. Zendesk is a paid software with a free trial (Zendesk pricing). We are not official representatives of Zendesk company and hereby we do not provide any support on Zendesk itself as it does not relate to the products developed by PotatoCommerce. We provide support only on our Zendesk Magento Connector and the functionality related to our product. Zendesk Magento connector extension has no use for people who are not using Zendesk.

Frequently Asked Questions

Do you provide installation service?

A comprehensive installation guide is available here.
You can contact us to receive an assistance when your order is placed. The installation service is free of charge.

What is the support policy?

Purchasing the product license you become eligable to recieve free installation assistance, free and lifetime technical and email support, and lifetime product updates.

What is the refund policy?

We provide 30 day money back guarantee. Within this period you can receive your money back if Zendesk Magento 2 Connector does not meet your needs.

I would like to have an additional functionality. What should I do?

We are open to hear our customers’ feedback and requests to consider them all when implementing our new products and new versions of the current extensions. So we will be glad if you contact us regarding your inquiries.

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1 Review

Average rating

Best alternative solution to the M1 app

Posted by Denis on Oct 7, 2019
We searched for an alternative for the standard M1 application and found it. Application and extension compatible with ZAF v2 and provide all necessary information.

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Documentation

Compatibility

Magento CE1.5.*, 1.6.*, 1.7.*, 1.8.*, 1.9.0.0 - 1.9.2.4, 1.9.3*
Magento EE1.11.*, 1.12.*, 1.13.*, 1.14.0.0 - 1.14.2.4, 1.14.3.*
Compatible BrowsersChrome, Safari, Firefox, Opera, IE8+

Installation

4 steps to integrate Magento 2 with Zendesk

1. Installation of Magento extension

  1. Backup your store files before installation (recommended)
  2. Download the zip-file from your account and extract the downloaded archive. This zip-archive contains two zip-files:
    potatocommerce-zendesk-magento-1-EXTENSION.zip
    and
    potatocommerce-zendesk-magento-1-WIDGET.zip
  3. Extract potatocommerce-zendesk-magento-1-EXTENSION.zip archive
  4. Copy content of potatocommerce-zendesk-magento-1-EXTENSION folder to your store root directory
  5. Go to System > Configuration > Potatocommerce > Zendesk and click on the Create Token button

2. Installation of the Widget

There are a ways to install the widget manually. Please keep in mind that manual installation of the widget is NOT available on Team Zendesk plan.

Manual installation (for Professional, Enterprise and Elite Zendesk plans)

  1. Open Zendesk -> Configuration -> Apps -> Manage and click on “Upload private app” button
    zendesk magento 2 app configuration
  2. Upload potatocommerce-zendesk-magento-1-WIDGET.zip file
    zendesk magento 2 app configuration
  3. Configure the widget (see the guide below)
    zendesk magento 2 app configuration

3. Configuration of the Widget

  • Magento Store Url - Enter your domain without http(s):// and trailing slash. Example: store.com (not https://store.com or store.com/)
  • Store Code - Add here default store code (if 'Add Store Code to URLs' = 'Yes' on your store), or URL subcategory if any (e.g. store.com/subcategory/).
  • Use SSL - Enable this option if your website is using HTTPS
  • Secure Token - Enter the token here. The token can be found in the Magento Admin -> System -> Configuration -> POTATOCOMMERCE -> Zendesk Connector -> API Token. Token is used for authorization and secure connection.
  • Enable role restrictions? - Here you can select Zendesk user roles who can view the widget in Zendesk Support
  • Save the widget settings.

Need an installation assistance? Сontact us and we will be glad to assist with the installation free of charge.

4. Extension Settings

  • API Token - It's used to connect with Zendesk. API Token helps to establish secure connection so to transfer data from Magento platform to Zendesk (like customer information, orders, etc.). API Token should be entered in the Widget settings on Zendesk.
  • Separate information by websites - It groups data by Magento websites in the Widget. Don't enable it if your Magento 2 store has only one website.
  • Separate information by stores - It groups data by Magento stores in the Widget. Don't enable it if your Magento 2 store has only one store.

Need an installation assistance? Сontact us and we will be glad to assist with the installation free of charge.

Frequently Asked Questions

How the data is secured?

The connector uses SSL (Secure Sockets Layer) technology to guarantee secure connection between Magento and Zendesk. We strongly recommend you to enable SSL on live Magento stores.

How to assign an order to a ticket?

Add the order number (for example, “10001234”) to the Order ID field of the ticket and save it.

Or use "watch" ("eye") icon to quickly assign an order to a ticket.

We have changed our Zendesk Plan. Should we update the extension license on PotatoCommerce store?

Yes, it is required to purchase the extension license each time the Zendesk plan is updated. Your Zendesk plan must correspond to the license of Zendesk Magento Connector purchased on Potatocommerce store. Potatocommerce reserves the right to reject all support requests and close customer orders in case of any violation of License Agreement.


Changelog

1.0.0 (1 October 2019)
Initial release.
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