How to Integrate BigCommerce with ProProfs Help Desk

Connecting your BigCommerce store with ProProfs Help Desk enables your support team to deliver faster, more personalized customer service. With this integration, agents can instantly access order details—like payment status, shipment info, and item lists—directly within support tickets—no more switching tabs or copying data manually.

Benefits:

• Spot Repeat Customers Instantly: Quickly identify loyal buyers and personalize support based on past purchases.
   

• Prioritize Critical Issues: Quickly identify high-value orders or repeat customers and respond accordingly.
   

• Streamline Support Operations: Create a complete audit trail where agent actions are linked to customer tickets.

Use Case: A customer reports that their package hasn’t arrived. With this integration, the agent can immediately pull up the customer’s order history inside the ticket view. They confirm the order is delayed, update the customer, and provide a resolution, without leaving the help desk.

Integrating BigCommerce with ProProfs Help Desk

Step 1: Generate API Credentials in BigCommerce

First, you must create an API account to connect your BigCommerce store with ProProfs Help Desk.

1.1 Log in to BigCommerce Admin
 

• Go to https://login.bigcommerce.com.

• Sign in using your store admin credentials.

1.2 Navigate to Store-Level API Accounts

• In the left sidebar, click Settings.

• Scroll down to the API section and click Store-level API accounts.

1.3 Create a New API Account

• Click Create API Account.
   

• Select V2/V3 API Token as the token type.

1.4 Configure the API Account
 

• Enter a name for the API account (e.g., Helpdesk Integration).

• Set the required OAuth scopes based on the data ProProfs Help Desk needs to access (e.g., read-only access to Orders, Products, Customers).

• Review the auto-generated API Path (Base URL).

1.5 Save and Secure Your API Credentials
 

• Click Save.

• A .txt file will be downloaded. It contains the following:

  • Client ID

  • Client Secret

  • Access Token

  • API Path (Base URL)

Step 2: Connect BigCommerce with ProProfs Help Desk

2.1 Open Integration Settings in ProProfs Help Desk

• Go to Settings > Integrations in your ProProfs Help Desk dashboard.

• Select BigCommerce from the list of available integrations.

• Click Connect Store.
  
  

2.2 Enter BigCommerce Store Details

• Provide the following details:

  • Store Domain

  • API Path (Base URL)

  • Access Token
     

Click Connect to complete the integration.
 

Step 3: Manage Multiple BigCommerce Stores (Optional)

You can connect and manage multiple BigCommerce stores within ProProfs Help Desk.

To Add Another Store:

• Navigate to Settings > Integrations > BigCommerce.

• Click + Connect Store.

• Enter the details for the new store as done in Step 2.

Edit Store Details

To update the credentials or details of a connected BigCommerce store:

• Go to Settings > Integrations > BigCommerce.

• Locate the store in the connected list.

• Click the three-dot menu under the Action column.

• Select Edit, update the necessary fields, and click Save.

View BigCommerce Orders in Support Tickets

Once the integration is complete, support agents can view customer order details directly within tickets, helping them respond with more context and accuracy.

Steps to View Orders:

• Go to the Tickets section at the ProProfs Help Desk.

• Open a ticket from a customer who has placed orders through BigCommerce.

• On the right-side panel, click the BigCommerce icon.
  
   

• A side panel will open, showing the customer’s order history, including:
   

  • Order ID

  • Payment Status

  • Fulfillment Status

  • Order Total

  • Order Date
     

That is all about integrating BigCommerce with ProProfs Help Desk. Please contact our support team if you encounter any issues or questions.