The Shopify integration Zendesk makes is an app you install from the Shopify App Store. It shows a customer's Shopify orders in the Zendesk ticket, with payment status, shipping status and tracking, and lets your team refund or cancel an order without leaving the ticket. Where it stops: it only finds orders when the ticket's email or phone matches Shopify, it shows nothing until a ticket is saved, and it only cancels orders that haven't shipped. Someone still reads each ticket, looks up the order and writes the answer. AI agents do that work.
What a Shopify integration with Zendesk has to do
Many questions a store gets are about an order: where is it, can I change it, can I get my money back. Shopify has the answer. Zendesk is where the question lands. Without a link, your team opens a second tab, searches for the customer, and copies the tracking number into the reply.
So connected has to mean two things. The person answering the ticket has to see the right customer's orders right away. And they have to be able to act on the order, like a refund or a cancel, without leaving the ticket. Zendesk's own app does both, inside some limits that show up on busy days.
Two ways to connect Shopify and Zendesk
Most stores use the first one. The second adds steps the app doesn't do.
Zendesk's Shopify integration
- How it works
- You install the Zendesk app from the Shopify App Store and connect it to your Zendesk account in Admin Center. A Shopify app then shows in the ticket sidebar with the customer's orders: date, value, notes, payment status, shipping status and tracking numbers. Your team can refund a whole order or part of it, restock items, refund shipping, and cancel orders that haven't shipped. You can connect more than one store.
- Good for
- Stores that answer order questions in Zendesk every day and want the order next to the ticket.
- Where it breaks
- Zendesk says it finds orders by matching the ticket's email or phone number to Shopify, and shows nothing on a new ticket until it is saved. Only unshipped orders can be cancelled. On the Shopify App Store the app has 3.2 stars from 95 reviews, and 31 percent are one star.
A Zapier zap
- How it works
- Zapier can start from Shopify when an order is created, cancelled or shipped, or when an order is flagged as a fraud risk, and then create or update a ticket in Zendesk. It can also start when a comment is added to a Zendesk ticket.
- Good for
- A store that wants a ticket opened by itself for each cancelled or risky order, so someone looks at it.
- Where it breaks
- It only does the steps you build, and it doesn't read or answer the ticket. Zapier says it checks for new data every 15 minutes on its Free plan for triggers that are not instant.
Arkeo agents
- How it works
- Agents read each new ticket, find the order in Shopify by name or order number when the email doesn't match, answer the common questions like where is my order at any hour, tag and send the rest to the right person, and flag urgent ones to your lead right away.
- Good for
- Stores where most tickets are about orders, and the same few answers are typed all day.
- Where it breaks
- Refunds, and anything your rules keep for a person, go to the owner with the order and the ticket in one message.
How to set up the Zendesk Shopify integration
These follow Zendesk's own guide. Open it for the screens.
- 1
Install the Zendesk app in ShopifyOpen the Zendesk app in the Shopify App Store and click Install. Select your store and click Install again.
- 2Connect it to Zendesk
Enter your Zendesk subdomain and click Submit. In Zendesk Admin Center, give the connection a name and click Connect. You come back to Admin Center when it is done.
- 3Turn on refunds and cancels
In Admin Center, go to Apps and integrations, then Integrations, and click Shopify. Click Configure on the store, then Sidebar app. In the Sidebar app for Support card, click Configure, tick Sidebar app and Refunds and cancellations, and click Save.
- 4Test it on a real ticket
Open a saved ticket from a customer who has ordered. Click Apps in the upper right and check their orders show. If nothing loads, Zendesk says an ad blocker can stop the app.
- 5
Add Zapier for the extra steps
If you want a ticket opened for each cancelled or risky order, build it as a zap and test it with a real order.
Where the Zendesk Shopify integration stops
The app puts the order next to the ticket. Reading the question, finding the right order and writing the answer is still a person's job, ticket after ticket.
It only matches by email or phone. Zendesk says the app finds orders by matching the ticket's email address or phone number to the Shopify order. A customer who writes from a different email than the one they ordered with shows no orders, and your team searches Shopify by hand.
New tickets show nothing. Zendesk says the app doesn't show Shopify data on a new ticket. It has to be saved with a requester first.
Shipped orders can't be cancelled. Only unshipped orders can be cancelled from the ticket. Once a box is out, the app can refund it, but the customer who wanted to stop the order has to wait for it to come back.
Setup isn't always smooth. In a September 2026 review on the Shopify App Store, a store said they got a failed to connect message even though the connection was made, and gave up on the trial. Zendesk's guide also notes that Shopify order ID fields from an older version get added to your ticket forms, and you can ignore them.
And none of it answers the customer. The same where is my order reply still gets typed by hand, all day.
The agents that do it
Each agent does one job from start to finish, in your own Shopify and Zendesk.
Customers get answers. Your team gets the hard ones.
- Answers common questions from your help articlesany hour
- Looks up the orderper ticket
- Sends the hard ones to your team, written upright away
The right person sees each ticket first.
- Reads new ticketsas they come
- Tags them and sends them to the right personright away
- Flags urgent ones to your leadright away
Late orders found before the customer asks.
- Checks orders are paid, packed and shippedevery day
- Finds orders sitting too longsame day
- Tells your ops lead and the customerright away
Questions
Is my customers' information safe?
Yes. Agents work in your own Shopify and Zendesk and see only what their job needs. They never see card numbers, and customer details never go into public AI. Agents connect to AI through business-grade connections audited under SOC 2.
How do I connect Shopify to Zendesk?
Install the Zendesk app from the Shopify App Store, enter your Zendesk subdomain, then name the connection in Zendesk Admin Center and click Connect. Turn on refunds and cancels under the Shopify sidebar app settings.
Why are Shopify orders not showing in Zendesk?
Zendesk says the app matches the ticket's email or phone number to Shopify, and shows nothing until the ticket is saved with a requester. It also says an ad blocker can stop the app from loading.
Can I refund a Shopify order from Zendesk?
Yes. In the ticket, open the Shopify app, view the order and click Refund order. You can refund all of it or part of it, restock items and refund shipping. Only unshipped orders can be cancelled.
What does it cost?
You get the price on the call, along with the hours it saves your team.