Integrating HelpDesk with Shopify

Weronika Masternak
4 min read
updated: Feb 10, 2021

Integrate your Shopify store with HelpDesk to centralize your communication. Track the ticket’s history, have an overview of your customer’s shopping flow, and build meaningful interactions with your ecommerce customers.

How to integrate HelpDesk with Shopify

Go to the Shopify App Store, and find HelpDesk using the search bar or directly through the link to the HelpDesk app.

The main page of the Shopify App Store and the search bar.

Next, you’ll see details related to HelpDesk and an outline of the application’s features.

A view of the HelpDesk app in the Shopify App Store.

Click on the “Add app” button.

The “Add app” button in the Shopify App Store.

You’ll be asked to log in to your Shopify store. Enter the name of your Shopify store, and press the “Log in” button.

A pop-up window for logging into your Shopify store.

Next, choose the right account from the list.

Selecting a Shopify account to continue the process in the Shopify App Store.

After that, you can see the installation screen. Here, you need to confirm HelpDesk permissions related to access to your Shopify account and order data. These are required if you want to install HelpDesk for your store. Click on the “Install app” button.

The “Install app” button for use during the HelpDesk installation process for the Shopify store.

At this point, the app is already installed in your Shopify store but isn’t configured yet. If you’re a new HelpDesk user, you’ll see a HelpDesk registration screen that uses the logged-in user’s Shopify account information.

Check if the data is correct, and press the “Sign up” button.

Creating a HelpDesk account to connect to the Shopify store.

After signing up, you’ll see a dashboard with basic details about your HelpDesk account as well as information about your HelpDesk subscription plan.

HelpDesk dashboard and important shortcuts in the Shopify store.

HelpDesk configuration for Shopify store

Click on the “Go to HelpDesk” button to complete the HelpDesk account configuration process.

The “Go to HelpDesk” button in the HelpDesk dashboard in the Shopify store.

Here, you can configure your account and set your company name, or add your teammates to HelpDesk. These two steps are optional. The last step is account verification, which is mandatory. The account verification link will be sent to your email address, so make sure to check your inbox.

Inbox with an email with a link to verify your HelpDesk account.

After that, you’ll find yourself in the main HelpDesk dashboard.

The main dashboard in HelpDesk.

Message forwarding

Now that you’re logged in to your HelpDesk account, forward all your messages to keep them in one place. Learn more about setting up your forwarding addresses, reply addresses, and domains as part of your business.

Password for your new HelpDesk account

If you created a new HelpDesk account through your Shopify store, expect a password reset email in the inbox you used to sign up for HelpDesk. Make sure to set the password for your HelpDesk account so that you can access it at any time.

The password reset process only applies to the newly created HelpDesk account. The password for your Shopify account will remain unchanged.
The password reset process only applies to the newly created HelpDesk account. The password for your Shopify account will remain unchanged.

Setting a new password in HelpDesk via a link sent in an email.

Password reset message in the email.

If you don’t set a new password for your HelpDesk account before logging out of the application, or if your session expires, you’ll need to go through the password reset process from the HelpDesk login page. Simply click the “Forgot Password?” button, and enter your email address.

HelpDesk main page and the “Log in” button.

“Forgot Password?” button in HelpDesk.

Subscribe to HelpDesk in your Shopify store

Let’s go to the “Apps” section of your Shopify account, and select HelpDesk from the list of installed apps. When you’re in, click on the “Subscription” tab.

The “Subscription” tab in the HelpDesk dashboard in the Shopify store.

You’ll see the details of your subscription and the selected plan in HelpDesk.

Details of the subscription and the selected plan in HelpDesk in the Shopify store.

The total price will change depending on the number of agents in your plan invited to HelpDesk.

If you want to finalize the process, click on the “Subscribe now” button.

Trial account

When you add or remove agents in your HelpDesk account during the trial period, the number of agents in this particular view will automatically increase or decrease. Refresh the page to have always up-to-date information.

Information on change of agent to the viewer during the subscription.

The number of agents specified when you subscribe to HelpDesk through Shopify reflects your HelpDesk account status and the number of agents invited to the application. So, if you want to lower the number of agents in this view, you must first reduce it in your HelpDesk account. This will require changing the role of one of your agents to viewer.

When you want to add agents in your HelpDesk account as a paid customer, first you need to go to your Shopify account, extend your subscription for the installed HelpDesk app, and change the number of agents.

Information about extending Shopify subscription to add more agents in HelpDesk.

After that, go back to your HelpDesk account, and add details about your new agent in the “Agents” section.

If you installed HelpDesk through Shopify, you’ll be redirected to the “Subscription” section in Shopify when you select the “Subscription” section in HelpDesk. This is because Shopify handles your subscription.
If you installed HelpDesk through Shopify, you’ll be redirected to the “Subscription” section in Shopify when you select the “Subscription” section in HelpDesk. This is because Shopify handles your subscription.

Redirecting to the “Subscription” section in Shopify when selecting the “Subscription” section in HelpDesk.

If you need any support while integrating your HelpDesk account with your Shopify store, chat with us and let us know.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

LiveChat integration: Import data from LiveChat to HelpDesk

Learn how to import tickets, agents, groups, tags, and canned responses from LiveChat to HelpDesk.

Read the article

LiveChat integration: Manage emails and chats in one application

Combine LiveChat with HelpDesk to work with chats and customer messages in the same place.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

Signup hand
14-day free trial Easy setup

Discover our other products