Zendesk

Growth and up

ShopAssist creates one Zendesk ticket per handoff. Conversations you hand off are sent to Zendesk under your own agreement with Zendesk.

ConnectCopy Anchor Link

1. Open Handoff → Integrations → Zendesk and enter your subdomain (the acme in acme.zendesk.com).
2. Approve access in Zendesk. ShopAssist asks for tickets:read tickets:write users:read users:write.
3. Optionally set a group id and up to 10 extra tags, then add Zendesk to your targets and click Send test. The test ticket is tagged shopassist_test.

TicketsCopy Anchor Link

• The subject is [ShopAssist] <reason> – <shopper> (<store>); the summary and transcript are a private comment.
• A verified shopper becomes the ticket requester. Unverified shoppers are filed under a placeholder requester called "ShopAssist visitor", and their typed email appears in the comment after the warning line.
• Each ticket carries external_id = hof_…, so a retried delivery never creates a second ticket.

Status updatesCopy Anchor Link

To mark the conversation resolved in ShopAssist when the ticket is solved, set up a status webhook.

ReconnectingCopy Anchor Link

ShopAssist keeps the connection alive by refreshing its tokens daily. If Zendesk revokes access, the integration shows Reconnect required, owners and admins get an email, and handoffs fall back to email until you reconnect.