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Solution: Shopify Integration with Freshdesk

Solution Overview

  • Integrate Shopify with Freshdesk to enable support agents to retrieve order details, track shipments, and resolve customer inquiries directly from Freshdesk.
  • Utilize Freddy AI Copilot for Developers to simplify the integration process and accelerate app development.

Prerequisites

  1. A Shopify store account with active products and orders.
  2. A Freshdesk account with administrative privileges.

Necessary Account Creations and API Docs Links:

  1. Shopify Account: Create or log in to your Shopify store account. Refer Shopify Documentation for more information
  2. Freshdesk Account: Create or log in to your Freshdesk account. Refer Freshdesk API Documentation for more information

How to Get API Key/Access Token

Shopify API Key:

  1. Log in to your Shopify admin dashboard.
  2. Navigate to the "Apps" section.
  3. Click on "Manage private apps" or "Create App" depending on your Shopify plan.
  4. Generate a private app and obtain the API key and password.

Freshdesk API Key:

  1. Log in to your Freshdesk admin dashboard.
  2. Navigate to "Profile settings" > "API" tab.
  3. Generate an API key or use an existing one.

Implementation Steps

  1. App Creation:

    • Authenticate with the Shopify API and obtain necessary credentials.
    • Configure access permissions and define default settings for order retrieval in store configuration.

  2. Integration with Freshdesk:

    • Use Freddy AI Copilot for Developers to access Freshdesk APIs and SDKs for ticket management and conversation handling. 
      I want a Shopify integration where support agents can view customer orders via email ID. Upon clicking on a button, fetch order details from Shopify API and display them alongside the ticket information.
    • Configure the settings using custom config page for custom app.
    • Implement custom actions or triggers within Freshdesk to initiate order retrieval from Shopify.

  3. Retrieving Order Details:

    • Integrate Shopify functionality within Freshdesk ticket interface.
    • Enable agents to retrieve order details by entering relevant order IDs or customer information directly from ticket conversations.

  4. Displaying Order Information:

    • Display order details, including order status, items purchased, shipping information, etc., within Freshdesk ticket interface.
    • Ensure that agents have access to real-time order updates and tracking information to provide timely support to customers. 
      Display the fetched order information in a collapsable accordion card

  5. Updating Order Status and Notes:

    • Enable agents to update order status, add internal notes, or communicate with customers regarding order-related inquiries directly within Freshdesk. 
      Update the order information for the retrieved order and save it in shopify store

Sample App

For reference purpose we have created a sample app that demonstrates Shopify Stores Integration with Freshdesk via Shopify Freshdesk App

The sample app under ticket sidebar will apear as below

Shopify Sidebar Sample

The sample app as a full page app will apear as below

Shopify Full Page Sample