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Zendesk Connector

This is an Integration with a Third Party Service. Other charges and fees may be required to use this extension on your Store
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Overview

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Zendesk is a customer service platform. It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. We start by helping companies provide great support and then mature with self-service and proactive engagement.

This Zendesk Connector extension provides an effective and efficient connection between the Merchants' Magento Store and their Zendesk account. The extension will allow Merchants' clients to:

  • Open support tickets right from the contact us form or their account dashboard in a simple and straight forward manner. 
  • Support ticket status will be visible in the Magento admin, where merchants will also be able to update accordingly. 
  • Merchants will be able to respond and provide support form their Zendesk Account and this will reflect in the client's dashboard. 
  • Allows merchants to manage all the Support Tickets in their Zendesk account by pulling actual client information in a nice widget that will be visible next to support tickets.

On the Magento side, the extension allows your clients to create support tickets, even if they are guest buyers! Merchants' Magento admin will be able to pull support tickets per client and also if they are related to a particular order. Merchants' Buyers will have the opportunity to access their support tickets from their account dashboards quickly. Posting an update will be possible as a post to a thread directly in the ticket history that each buyer can pull when looking at the support tickets’ history.

 

Account & Pricing

In order to use this extension, you will need to have an active subscription with Zendesk. If you don't have an account yet you can register at Zendesk.com. On the website, you will be able to select a plan that may best suit your needs. These fees are in addition to the cost of the extension.

 

Widget Contains The Following:

Customer Information

  • Email
  • Lifetime Sales
  • Customer Group
  • Customer Since

 

Order Information

  • Order Creation Date
  • Order's Store
  • Billing Address
  • Shipping Address
  • Payment Method
  • Shipping Method

 

Order Item Information

  • Name
  • SKU
  • Status
  • Original Price
  • Price
  • Qty
  • Subtotal
  • Tax Amount
  • Tax Percent
  • Discount Amount
  • Row Total

 

This solution is provided by Wagento, a Solutions Enterprise partner of Magento, with more than 5 years of successful experience.


FAQ 

  1. Is it possible to add an additional field to the contact form?  
    We don't have this feature to add a new field in the ticket request form.
    But you can set ticket Type, Status, and Priority, we have this feature in our extension. This feature is available in Admin => Store => Configuration => Zendesk => Zendesk Support => Ticket Configuration.
     
  2. Does the module support multi-website?
    Currently, the module does not support multi-website.
     
  3. How exactly does the "synchronize button" work?  
    When you click on "Synchronize Customer" it will take all customers and check them one by one in Zendesk, if the customer is available in Zendesk, it will update its attributes, and if the customer is not available, it will create a customer first and then update its attributes.
     
  4. We tried to install the Magento connector manually from the Zendesk admin, and by pressing the button "Install or update App", it looks like it doesn't work properly? 
  • Use this URL https://{yourdomen}.zendesk.com/admin/apps-integrations/apps/support-apps 
  • Check the Magento 2 connector by Wagento app in my app section. 
  • Click on this application and verify your Store Domain.
     
  1. Is it possible to create Zendesk tickets from Magento Admin?  
    Yes, it is possible.  
    Magento Admin > Zendesk > Create ticket
     
  2. Where can I purchase the module?  
    We currently only have the module available in Magento Marketplace.
    https://marketplace.magento.com/wagento-zendesk.html  
     
  3. Does the module support GraphQL?
    It doesn’t support GraphQL
     
  4. Is there some sort of limit on connections, have we installed it in too many environments?  
    One Zendesk account and token = One Magento environment

    If you used the same Zendesk account and token in multiple Magento environments. It will overwrite your customer and ticket data in Zendesk.
     

*If you need further support, please submit a ticket by sending an email to support@wagento.com. Don’t forget to add your Order ID and provisional credentials for Magento and Zendesk admin, for our team to give better and faster support.  


 

Technical Specifications

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Seller profile

Wagento Creative LLC

Seller contact

E-mail

Integrator

Zendesk.com

Current Version

220.0.17

Adobe Commerce platform compatibility

Open Source (CE): 2.3 (current), 2.4 (current), 2.2 (obsolete)

Commerce on prem (EE): 2.3 (current), 2.4 (current), 2.2 (obsolete)

Commerce on Cloud (ECE): 2.3 (current), 2.4 (current), 2.2 (obsolete)

Type

Stable Build

Updated

23 June, 2022

Categories

Extensions, Customer Support

Supported Browsers

Chrome, Firefox, Opera, Safari, Edge, IE

Documentation

Reference Manuals

Installation Guides

User Guides

License Type

Open Software License 3.0 (OSL-3.0)

Policy

Privacy Policy

Quality Report

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Installation & Varnish Tests

Passed

Coding Standard

Passed

Plagiarism Check

Passed

Malware Check

Passed

Marketing Review

Passed

Manual Testing

Passed

All tests were conducted on the latest versions of Adobe Commerce that existed for the compatible release lines at the moment of the extension submission. Latest versions of all other software were used, as applicable.

Release Notes

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220.0.17:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    updated to work with magento 2.4.4

220.0.16:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    - Updated admin controller to pass increment id instead of order id in creating ticket
    - Removed InstallData and UpgradeData script and used Patch instead.

220.0.15:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    - Created new database table for storing the ticket_id, increment_id, order_id
    - Make an entry in this table on placing the order.
    - Email support include Guest user tickets
    - Shown Magento increment id in zendesk for guest user order
    - Shown ticket information in Magento admin panel in Sales >> Orders detail page.

220.0.14:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    v1.0.14 (composer 220.0.14)
    - Support Magento 2.4.3

220.0.13:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    v1.0.13 (composer 220.0.13)
    - Improved multi store configuration

220.0.12:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    v1.0.12 (composer 220.0.12)
    - Added frontcontroller restriction for tickets based in Store > Configurtion > Zendesk > Zendesk Support > Ticket Configuration > Frontend Options
    - Fixed item not returned in api call (connection with magento 2 widget for zendesk)
    - Fixed php error on admin tickets when credential are note valid
    - Magento 2.4.2 support

220.0.11:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    - API REST improvement

220.0.10:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    - Fixed API date format
    - Customer Attributes is synced on ticket creation
    - Added website url and store name to ticket attributes

220.0.9:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    v1.0.9 (composer 220.0.9)
    - Updated Zendesk APP installer

220.0.8:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.2 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    v1.0.8 (composer 220.0.8)
    - Added reply ticket from admin
    - Added enable disable widget fields
    - Magento 2.4 support
    - php 7.4 support

220.0.7:

  • Compatible with Open Source (CE) : 2.2 2.3
  • Compatible with Commerce on prem (EE) : 2.2 2.3
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3
  • Stability: Stable Build
  • Description:

    v1.0.7 (composer 220.0.7)
    - Added multi store support, using Api Token only.
    - Fixed FLAG on customer sync
    - Added phone_number as User attribute

    v1.0.6
    - Added support for Api Token Authentication for Zendesk API

220.0.5:

  • Compatible with Open Source (CE) : 2.2 2.3
  • Compatible with Commerce on prem (EE) : 2.2 2.3
  • Compatible with Commerce on Cloud (ECE) : 2.2 2.3
  • Stability: Stable Build
  • Description:

    Compatible with Open Source (CE) : 2.2 2.3
    Compatible with Commerce using on prem (EE) : 2.2 2.3
    Compatible with Commerce on Cloud (ECE) : 2.2 2.3
    Stability: Stable Build
    Description:
    - Fixed status not showing issue after creating a ticket from the frontend.
    - Updated user guide and installation guide.
    - Made Compatible with Commerce on Cloud.

220.0.4:

  • Compatible with Open Source (CE) : 2.2 2.3
  • Compatible with Commerce on prem (EE) : 2.2 2.3
  • Stability: Stable Build
  • Description:

    v1.0.4
    - Added support for M2.3
    - Fixed template issue when enabling Open Ticket on recent order list
    - Added sync customer by cron
    - Added callback url information for zendesk API

220.0.2:

  • Compatible with Open Source (CE) : 2.2
  • Stability: Stable Build
  • Description:

    v1.0.2
    - Fixed Customer grid from `Zendesk > Tickets > Create Ticket > Select Customer`.
    - Fixed Order grid from `Zendesk > Tickets > Create Ticket > Select Order`.
    - Fixed Customer can't see comment box even if "Customer Can Comment In Ticket" is enabled in `System > Zendesk > Zendesk Support > Ticket Configuration > Frontend Options > Customer Can Comment In Ticket`.
    - Fixed Zendesk can't open OAuth poup when backend has custom url.
    - Improved Order Ticket Field always will be created on zendesk platform and synced to magento store.
    - Improved Config Cache clean strategy and clean execution when config is saved to DB.

    v1.0.1
    - Fixed Authorization problem when user clicks Authorize button in admin
    - Improved `App Installation` algorithm, now is smarter and will always update installation infromation.
    - Fixed 'Customer Sync' ajax call.
    - Fixed Customer Session validation for Ticket Form when magento's cache is enabled.
    - Included code improvement from pull request
    - Removed unused dependecies
    - Changed sql select query to load order by customer email

100.0.0:

  • Compatible with Open Source (CE) : 2.2
  • Compatible with Commerce on prem (EE) : 2.2
  • Stability: Stable Build
  • Description:

    First Version of Zendesk Connector
    Seller Features:
    * View open tickets for an order.
    * View opened ticket by customer.
    * Connect Magento CUstomer ORder infromation with Magento 2 Connector in Zendesk agent portal.
    Customer Features:
    * Open support tickets.
    * Open tickets for order support.
    * Get FAQ access from Zendesk Help Center widget.
    * Access to Help Center.

1.0.0:

  • Compatible with Open Source (CE) : 2.2
  • Compatible with Commerce on prem (EE) : 2.2
  • Stability: Stable Build
  • Description:

    First Version of Zendesk Connector
    Seller Features:
    * View open tickets for an order.
    * View opened ticket by customer.
    * Connect Magento CUstomer ORder infromation with Magento 2 Connector in Zendesk agent portal.
    Customer Features:
    * Open support tickets.
    * Open tickets for order support.
    * Get FAQ access from Zendesk Help Center widget.
    * Access to Help Center.

Support

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The best place to start if you need help with a specific extension is to contact the developer. All Adobe Commerce developers have both a contact email and a support email listed.

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