How to Integrate Shopify with ProProfs Help Desk

Integrating your Shopify store with ProProfs Help Desk enhances your customer support experience. This seamless connection empowers your support team to view customer order data directly within tickets, manage multiple stores, and resolve issues faster—all from your centralized interface.

Benefits:

• Proactive Support Based on Order Activity: Agents can contact customers proactively for failed payments, delayed shipments, or incomplete checkouts—all visible from the Help Desk. 
   

• Stronger Audit Trails for Support Teams: Order interactions are tied to tickets, so it’s easy to audit or review the support history later. 
   

• Error Reduction: Automating the retrieval of Shopify order data minimizes manual copy-paste errors and reduces the risk of miscommunication.

Example: A customer reports receiving the wrong item. With the Shopify–ProProfs Help Desk integration, the agent can view the customer’s order details directly within the ticket—without switching tabs. They can verify the issue and take necessary actions such as updating the shipping address, canceling the order, or issuing a refund, all in one place.

Result: Faster resolution, fewer errors, and a better customer experience.

Integrating Shopify with ProProfs Help Desk

Step 1:Create a custom app in the Shopify dev dashboard
 

• Log in to your Shopify admin panel.

• Navigate to Settings > Apps. 

• Click the Develop apps button at the top right of the page.

• Click Build apps in Dev Dashboard.

Step 2: Create a New App

• In the dev dashboard that appears, click Create app.

• Navigate to Start from Dev Dashboard.

• Enter an App name (e.g., Freshdesk Integration App).

• Click Create.

Step 3: Create a Version

In the Versions tab, create a version for your app by following the steps below:

• Use the default URL: https://shopify.dev/apps/default-app-home  

• Disable Embed app in Shopify admin

• Ensure the Webhooks API version is set to the latest stable version.

• Under Access, click Select scopes. 

• A pop-up will appear displaying a list of available APIs and their corresponding scopes. Enable the following required permissions and click Done.
   

• The selected scopes will automatically be added to the scopes field as a comma-separated list.

• Click Release.

• In the pop-up that appears, enter a Version name (optional) and a Version message (optional). If you don’t provide a version name, one will be auto-generated. Then, click Release to publish the new version.

Step 4: Install the Shopify custom app on your Shopify store
 

• Go to the App Home page and look for the Installs section. Click on Install app.

• This link will take you to the Shopify installation page for your custom app.

• On the Install app page that appears, select the Shopify store and click Install.

Step 5: Get Your Client ID and Secret

Step 6: Configure Shopify App in ProProfs Help Desk 

• In ProProfs Help Desk, go to Settings > Integrations.

• Select Shopify from the list.

• Click Connect Store.

Step 7: Configure Shopify Account in ProProfs Help Desk

• Enter the subdomain of your Shopify store.

• Paste the Client ID and Client Secret (generated from your Shopify store’s custom app).

• Click Connect to finalize the integration.

Your Shopify store has been successfully integrated with the ProProfs Help Desk.

View and manage Shopify orders directly inside tickets

With the Shopify app, you can perform the following tasks within your ProProfs Help Desk:

• View customers current and past orders

• View order details

• Issue refund

• Cancel order

• View/Edit shipping information

• View/Search store’s products

Once integration is active, your agents can view a customer’s Shopify orders directly within a support ticket.

To view order history:

• Open a ticket associated with a customer.

• Click the Shopify icon on the ticket page.

• A panel will appear listing the customer's recent orders.

• You can view the store’s products and search for products by their name in the Products tab.

• Cancel the order by selecting a cancellation reason, optionally notifying the customer, and processing a refund to the original payment method if required.

• Refund order items by selecting the items in the Refund section. You can process a full or partial refund as needed.

• The shipping address can be updated if none of the items in the order have been shipped yet.

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