Shopify and Zendesk, read together
Zendesk holds the tickets: every question, complaint and request, with a requester, a status and a wait time. Shopify is the store: every order, customer, product and payout, net of fees, refunds and discounts. Every "where is my order" ticket in Zendesk is answered by someone opening Shopify, finding the order, and typing what it says.
Liaison reads Zendesk and Shopify together, matches each ticket to the order it is about, and drafts the answer from the order: status, tracking, refund, return, in your voice.
Where Shopify and Zendesk disagree
- Tickets in Zendesk that never name the order, so the agent searches by email and guesses.
- Refunds promised in a ticket that were never issued in Shopify, and refunds issued that the ticket does not mention.
- Repeat complaints about the same product that nobody counts across tickets.
- Top customers by order history in Shopify waiting in the same queue as everyone else.
- Returns in Shopify with no ticket, and tickets about returns Shopify never received.
Questions it answers across both
- “Which open tickets are about an order that has shipped, and which about one that has not?”
- “Which refunds promised in Zendesk this week have not been issued in Shopify?”
- “Which product is generating the most tickets this month?”
- “How many of this week's tickets are from customers with five or more orders?”
What Liaison does with Shopify and Zendesk
- Matches Zendesk tickets to Shopify orders and drafts the reply from the order's status, tracking and history.
- Flags refunds promised but not issued, and issued but not mentioned, to the agent.
- Writes the weekly product-complaint count from tickets matched to order lines.
- Prioritises tickets from your best customers by order history, for the queue you choose.
What it reads and does in each
Liaison across Shopify and Zendesk, set up with you, for $629 a month.
- Connects to Shopify and Zendesk with access you grant and reads them as one record; nothing is replaced or re-entered.
- Does the routine work in your voice; each kind of work is approved once.
- Answers across both: what Shopify says, what Zendesk says, and where they disagree.
On Professional we connect your tools, bring your data in and set up the first rules with you. Anything that moves money waits for your yes.
“Cut our month-end close from 4 days to 4 hours.” Marcus C., owner
$629 a month, or $500 a month on a 12-month term. Prefer to start on your own? Starter is $149 a month, self-serve, with a free trial first: 7 days, no card.
Questions
Does Liaison issue refunds in Shopify?
Never on its own. A refund moves money, so it always waits for your yes. It drafts it with the ticket and order attached.
Will it reply to tickets?
It drafts in your voice and sends only the kinds of reply you approved once, such as a shipping update. It never closes a ticket on its own.
Does it work with a helpdesk app that already shows orders?
Yes. Keep it. Liaison reads both sides and adds what the app does not: promised-versus-issued refunds, repeat complaints, customer value.
What does it cost?
Liaison starts at $149 a month. Professional is $629 a month and Team is $2,950 a month for up to five seats. Every plan works with the tools you connect.
See it on your own business.
Thirty minutes with us, on your own tools. Bring the thing that eats your evenings and watch it get handled from your own inbox, calendar and books.
Professional is $629 a month and we set it up with you. Starter is $149 a month, self-serve, with the free trial first: 7 days, no card. Every plan is on the pricing page.