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Zendesk Connector for Magento 2

(v.1.2.1)
Two-way integration of Magento 2 store and Zendesk Support.

Widget in Zendesk sidebar

  • Search and assign orders to tickets
  • Check order details (status, date, products, addresses, totals, etc.)
  • Check customer group and lifetime sales
  • Support of multi-brand Zendesk feature

Zendesk integration into Magento 2

  • Customers can create and reply to tickets in Magento 2 storefront
  • Admins can create tickets from Magento 2 backend
  • Admins can check tickets on Customer backend page
  • Admins can check tickets on Order backend page

Zendesk Connector for Magento 2

11 screenshots: click to zoom
  • Zendesk Connector for Magento 2
  • Zendesk Connector for Magento 2 - Customer Information
  • Zendesk Connector for Magento 2 Order Details
  • Zendesk Connector for Magento 2 - Our widget is displayed in the sidebar on a ticket page
  • Zendesk Connector for Magento 2 - Two-Way integration
  • Zendesk Connector for Magento 2 - Create a ticket at Magento 2 storefront
  • Zendesk Connector for Magento 2 - View ticket thread and post a reply
  • Zendesk Connector for Magento 2 - A customer can view all his tickets
  • Zendesk Connector for Magento 2 - Zendesk Tickets tab on a Customer page in Magento 2 admin panel
  • Zendesk Connector for Magento 2 - Zendesk Tickets tab on an Order page in Magento 2 admin panel
  • Zendesk Connector for Magento 2 - Create a Zendesk ticket from Magento 2 admin panel
$99.00

* Required Fields

$99.00
  • 30 day money back guarantee
  • Lifetime free updates
  • Lifetime free bugfixes
  • Quick and professional support
Description

Zendesk Magento 2 Connector

Zendesk Magento 2 Connector extension provides a seamless connection of your Magento store with your Zendesk account. The extension allows displaying essential information (customer groups, recent orders, purchased items, addresses, etc.) in a sidebar of the Zendesk ticket interface.

As for Magento 2 side, a customer can create tickets and reply to them from his account. Store admin can view list of tickets on backend customer and order pages, as well as create new ones.

Magento 2 widget in Zendesk Support

Your help desk agents need a lot of additional info to provide a qualified support to your clients: whether a client has an account on your store, customer orders and purchased items, customer group and lifetime value of a client, etc. With such an information in mind, support agents have the opportunity to rank tickets according to priority; for example, tickets from loyal customers can be answered first. As a result, agents can decrease average reply time (probably, the most important KPI for support agents), and avoid any possible misunderstanding with ticket reporters.


Zendesk Magento 2 Connector retrieves the following information from Magento 2:

  • All customer orders (date, status and grand total, order items)
  • Order items: product name, SKU, product options, item price, Qty and row total; 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 information.
  • Customer LTV (lifetime value)
  • Customer group, country and default addresses
  • Registration information (is registered, sign-up date)

Moreover, it supports multi-brand Zendesk feature.

Zendesk Magento 2 integration - Interface

Zendesk Integration into Magento 2

For Customers

Your customers will love the opportunity to create new tickets from a customer account. Surely, customers can use text formatting and attach files. All previous tickets and the ticket threads can be found on My Tickets page.


For Store Administrators

Store admins will love the opportunity to create tickets on support agent behalf from Magento 2 Admin Panel. What is more, list of customer tickets is avialable on backend customer page.
Orders can be assigned to tickets. If some order is assigned to a ticket, then the list of all tickets assigned to this order will be displayed on backend order page.

Free Consultation


Pricing

One-time payment - No hidden or monthly fees.


License cost of Zendesk Magento 2 Connector extension depends on your Zendesk plan*:
  •   $99 - Team Zendesk plan
  • $199 - Professional Zendesk plan
  • $299 - Enterprise Zendesk plan
  • $399 - 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 2 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 2 Connector and the functionality related to our product. Zendesk Magento 2 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.

Why choose PotatoCommerce headline
Why choose Potatocommerce left
Why choose Potatocommerce right
3 Reviews

Average rating

Great integration

Posted by Olivia on Dec 31, 2017
Simple above our expectations!

Good Job

Posted by Dragos on Aug 30, 2017
Great extension, thanks for connecting Zendesk with Magento 2. Some options to control the details shown in zendesk would be great.

Must have plugin for a fair price

Posted by Richard P. on Jun 5, 2017
I was really impressed by Potato team, very professional and fast support. The code is clean, it complies to Magento 2 development guidelines. High price? Oh come on guys! we pay 400 per month (we have enterprise plan at zendesk), so the price is about our month expenses on zendesk, which is OK for such a great and must have tool.

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Documentation

Compatibility

Magento CE2.1.x, 2.2.x
Magento EE2.1.x, 2.2.x
Compatible BrowsersChrome, Safari, Firefox, Opera, IE8+

Installation

IMPORTANT! Since 1.1.0 version of the product, installation steps have been changed - we have added 'composer require zendesk/zendesk_api_client_php' command to the installation guide. Please remember to run this command during installation or upgrade of the Magento 2 extension.

Zendesk Connector 1.2.0 requires update of both extension and the application widget.

4 steps to integrate Magento 2 with Zendesk

1. Installation of Magento 2 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-2-EXTENSION.zip
    and
    potatocommerce-zendesk-magento-2-WIDGET.zip
  3. Extract potatocommerce-zendesk-magento-2-EXTENSION.zip archive
  4. Copy content of potatocommerce-zendesk-magento-2-EXTENSION folder to your store root directory
  5. In SSH console of your server navigate to your store root folder:
    cd path_to_the_store_root_folder
    And run these commands:
    composer require zendesk/zendesk_api_client_php
    php /bin/magento setup:upgrade
  6. If you use Magento 2.1.х or above, then it is required to restart Magento compile command by using:
    php /bin/magento setup:static-content:deploy
  7. Go to Stories > Configuration > Potatocommerce > Zendesk and click on Create Token button

2. Installation of the Widget

There are two ways to install the widget - manually or via Zendesk Apps Marketplace. 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-2-WIDGET.zip file
    zendesk magento 2 app configuration
  3. Configure the widget (see the guide below)
    zendesk magento 2 app configuration
Installation of the widget via Zendesk Apps Marketplace (for Team, Professional, Enterprise and Elite Zendesk plans)

  1. Go to Zendesk Apps Marketplace > Magento 2 Connector
  2. Click on the "Install" button
    zendesk magento 2 app configuration
  3. Select Zendesk account and click on the "Install" button
    zendesk magento 2 app configuration
  4. 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 2 Admin -> Stores -> Configuration -> POTATOCOMMERCE -> Zendesk -> 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 - Support of Multi-Brand feature of Zendesk. In fact, 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 - Support of Multi-Brand feature of Zendesk. In fact, it groups data by Magento stores in the Widget. Don't enable it if your Magento 2 store has only one store.
  • Zendesk Domain - Your domain name on Zendesk. yourdomain.zendesk.com (without "http/https" and ".zendesk.com")
  • Agent Email Address - All tickets created from Magento Admin Panel will use this email as ticket requester.
  • Agent Token - It is used to retrieve information from Zendesk on Magento side. For example, it's used to get list of сustomer tickets, to create and update tickets.
  • Zendesk order number field ID - It's used to connect Magento with a field in Zendesk tickets. You can get the field ID here: Zendesk → Admin → Manage → Ticket Fields → Field ID. It is used to get Order Number from Zendesk ticket so to display it in a list of tickets on Magento side. It is also used to set Order Number in the ticket when you create a ticket on Magento side.
  • Display tickets on Order View page in admin panel - If enabled, Zendesk Tickets tab will be added to Order page in Magento 2 Admin Panel. It displays all customer tickets which are related to this order.
  • Display tickets on Customer information page in admin panel - If enabled, Zendesk Tickets tab will be added to Customer page in Magento 2 Admin Panel. It displays all customer tickets.
  • Display tickets in My account section on frontend - If enabled, Zendesk Tickets tab will be added to Customer Account page in Magento 2 storefront (frontend). It displays all customer tickets, allows to create tickets as well as to view and reply to existing tickets.
  • Display subject field as dropdown - If necessary, you can specify a list of ticket subjects which will be used to create tickets on Magento side. Once a ticket created, the selected pair of tag and subject will be used in the ticket
  • Dropdown subject values - Here you can specify pairs of tags and subjects. Tags are not required.
  • Display order field as dropdown - If enabled, you can select customer order from a dropdown. List of customer orders is retrieved by a customer email. If disabled, you can specify any order number in the text field.

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 2 and Zendesk. We strongly recommend you to enable SSL on live Magento 2 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.

Since 1.2.0 version of the product you can also 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 2 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

1.2.1 (04 June 2018)
+ Specify/select order when create ticket from Magento Customer Account page and Magento Admin Panel
+ Order column in Magento Admin Panel > Customer > Zendesk Tickets tab
+ Order column in Magento Admin Panel > Order > Zendesk Tickets tab
+ Select ticket subject from a list when create ticket from Magento Admin Panel (optional)
* bugfixes

1.2.0 (16 Mar 2018)
+ support of multi-brand zendesk feature
+ full redesign of the application widget interface
+ assign orders to tickets from the application interface
+ search orders using an interface of the application
* bugfixes

1.1.0 (17 Oct 2017)
Extension:
+ create ticket from customer storefront account
+ view and reply to tickets from customer storefront account
+ create ticket from backend order view
+ create ticket from backend customer edit
+ view list of tickets on order and customer backend pages

Application:
+ widget redesign
+ payment & shipping method and shipping tracking info added
+ display product options (bundle, configurable, custom options, etc.)

1.0.1 (09 Aug 2017)
* widget: fixed a bug with store code support

1.0.0 (15 May 2017)
Initial release.