Shopify integration
The Shopify helpdesk integration that puts the order beside every ticket
Most questions a Shopify store gets are about an order: where it is, what was in it, whether it can still change. Hushdesk shows that order inside the conversation, with product photos, payment, fulfilment, tracking and the address, and lets you refund, cancel or fix it from the same screen.
Free plan to start · Unlimited seats · Any Shopify plan that allows apps
Anatomy of the order card
What the Shopify order card shows in each ticket
The sidebar of every ticket has a Shopify section. Here is one order, taken apart: each number on the card matches the explanation beside it.
- Store
- linen-co.myshopify.com
- Customer since
- 14 Mar 2024
- Orders
- 4
- Total spent
- $412.00
#10423 items · $194.00
Wool throwOat · LC-THR-OAT1× $94.00
Linen shirtSage / M · LC-SHT-SGM1× $68.00
Candle gift boxFig & cedar · LC-CND-FC1× $24.00
- Subtotal
- $186.00
- Shipping
- $8.00
- Tax
- $0.00
- Total
- $194.00
- Carrier
- DHL
- Tracking number
- JD014600006281
- Live status
- In transit · Arrived at sorting centre
Ana Reyes
14 Elm Street, Leeds LS1 4AB, United Kingdom
Who the customer is
Your store, when they became a customer, how many orders they have placed and what they have spent after refunds. Their other tickets sit one section above.
Line items with product photos
Each item shows its Shopify image, variant, SKU, quantity and price. When the order is linked to the ticket, tick the items the customer is writing about.
Payment and fulfilment at a glance
Coloured chips for Paid, Payment pending, Partially refunded or Refunded, then Unfulfilled, Partly fulfilled or Fulfilled, and In transit or Delivered once the parcel moves.
Totals that add up
Subtotal, shipping, discount, tax and total, and when money has gone back, the refunded amount and the net the customer has paid.
Fulfilment and live tracking
Carrier, tracking number (one click to copy) and the tracking link. Connect 17TRACK and the plain-words live status and latest scan appear here too.
Shipping address
Copy it in one click, or correct it before the order ships. The change is made on the order in Shopify.
Actions and order tags
Edit, Duplicate, Refund and Cancel buttons, the order’s tags (add or remove them here), and a link that opens the same order in your Shopify admin.
- The card that matters most sits on top under Order on this ticket. The customer’s other orders fold into one line each (number, date and total) and open when you click them, so a customer with twenty orders never buries the one they are asking about.
Fewer tabs
Answering an order question: two tabs or one screen
Without an integration, every “where is my order” email is a small research job across the helpdesk, the Shopify admin and the carrier’s website. With the order in the ticket, the research is already done when you open it.
Shopify in another tab
- 1.Read the email and copy the customer’s address or order number.
- 2.Switch to the Shopify admin, search for the order and open it.
- 3.Scroll to the fulfilment, copy the tracking number, open the carrier’s site.
- 4.Switch back to the helpdesk and type the answer from what you remember.
- 5.If money goes back: refund in Shopify, then write a note so the team knows.
Shopify inside Hushdesk
- 1.Open the ticket. The customer’s orders are already in the sidebar.
- 2.Link the order the ticket is about, if it is not linked yet.
- 3.Read the status and live tracking on the card.
- 4.Insert a macro: the tracking link fills in from the linked order.
- 5.Refund from the card if needed. The ticket records it for you.
The saving is less about seconds and more about mistakes. Copying an order number between tabs is where the wrong tracking link gets pasted, and a refund made in Shopify without a note is the one a teammate repeats an hour later. For the most common case, see how Hushdesk handles where-is-my-order tickets from end to end.
Order actions
Refund, cancel and edit Shopify orders from the ticket
Refunds, cancellations, address changes and replacements are made on the order in Shopify itself. Nothing is copied over by hand, and each change is written on the ticket with the name of the teammate who made it.
- Refund all of the order or chosen items and quantities, with or without shipping, back to the original payment method.
- Cancel an order that has not shipped yet; it is refunded in full and the stock goes back.
- Duplicate the order as a replacement, free by default, with a note for your warehouse.
- Change the address while the order is unfulfilled.
- Tag the order with tags your team agrees on, added or removed from the card.
The order on this ticket
Link the order once, and replies use the right one
A customer with four orders writes about the second one. If your replies pull “the latest order”, they get the wrong tracking link. Hushdesk avoids that by asking which order the ticket is about.
Macro, as written
Hi {{customer.first_name}}, order {{order.number}} is on its way with {{order.carrier}}. Track it here: {{order.tracking_url}}
Reply, as sent
Hi Ana, order #1042 is on its way with DHL. Track it here: dhl.com/track/JD014600006281
Order variables in macros (order number, tracking number and link, carrier and shipping address) always resolve against the order linked to the ticket, never against whichever order is newest. If no order is linked, the sidebar asks you to link one.
The same linked order is what the AI Agent and AI drafts read when they answer, alongside your macros and policies. Ticking the items the ticket is about keeps the conversation tied to the exact product, not just the order.
Setup
Connect Shopify in three moves, no code
Connect from Settings, Apps, Shopify
Type your store address. Hushdesk sends you to Shopify to install the app.
Approve the app in Shopify
It asks to read customers, orders, products and fulfilments, and to write refunds, cancellations and edits.
Turn on chat in your theme
One button opens your theme editor with Hushdesk live chat ready. Click Save and the chat is on your store.
Order updates arrive through the app, so there are no webhooks to configure. The full permission list, what is synced and what to do if something looks off are on the Shopify integration setup guide. Want to see it on a store like yours first? Here is how Hushdesk works.
FAQ
Shopify helpdesk integration: questions and answers
What is a Shopify helpdesk integration?
A Shopify helpdesk integration connects your store to your support inbox, so each ticket shows the customer’s orders and agents can act on them. In Hushdesk the items, payment, fulfilment, tracking and address sit beside the conversation, and refunds, cancellations and address changes happen from the ticket.
How do I see a customer’s Shopify orders in Hushdesk?
Open any ticket from that customer and look at the Shopify section of the sidebar. It lists their orders, when they became a customer, how many orders they placed and what they spent after refunds. Link the order the ticket is about and it moves to the top.
Can I refund a Shopify order without opening Shopify?
Yes. Press Refund on the order card, choose the items and quantities, add shipping if needed, pick a reason and confirm. The amount is checked against what Shopify still allows, the money goes back to the original payment method, and the refund is written on the ticket.
Does Hushdesk show Shopify order tracking?
Yes. The order card shows the carrier, tracking number and tracking link from the Shopify fulfilment. Connect 17TRACK in Settings, Apps, and the card also shows the parcel’s live status, such as In transit or Out for delivery, with the latest carrier scan.
Which Shopify plans work with Hushdesk?
Hushdesk works with any Shopify plan that allows apps. You connect it from Settings, Apps, Shopify by typing your store address and approving the app in Shopify, with no code to paste. The full permission list is on the Shopify integration setup guide.
Can agents change the shipping address on a Shopify order?
Yes, until the order ships. Open Edit, Shipping address on the order card, correct the fields and save, and the address is changed on the order in Shopify. Once the order is fulfilled the option is switched off and marked as shipped.
What does linking an order to a ticket do?
Linking tells Hushdesk which order the conversation is about. Macros and AI drafts then fill in that order’s number, carrier, tracking link and address, so a customer writing about an older order never receives the newest order’s tracking. You can also tick the items the ticket is about.
Is Hushdesk a good Gorgias alternative for Shopify stores?
Hushdesk is built for the same job as Gorgias: Shopify orders beside every ticket, with refund, cancel, duplicate, address and tag actions in the sidebar. It includes unlimited seats on every plan and a Free plan to start. The Gorgias alternative page covers the differences in detail.
Do I need to set up Shopify webhooks or paste code?
No. Order updates arrive through the Hushdesk Shopify app itself, so there are no webhooks to configure. Live chat is switched on with the theme app embed: one button opens your theme editor with Hushdesk live chat ready, and you click Save.
Who on my team can act on Shopify orders?
Owners, admins and agents can refund, cancel, duplicate and edit orders from the ticket. Viewers can read the order card but cannot change anything. Every action is written on the ticket with the name of the teammate who took it, so there is always an owner.
Does the Hushdesk AI Agent use Shopify order data?
Yes. The AI Agent and AI drafts read the customer’s real orders, including status and tracking, alongside your macros and store policies. A reply that mentions an order number or link that is not in your data is never sent automatically; it is handed to your team instead.
Comparing tools? Read Hushdesk as a Gorgias alternative or check pricing.
Answer order questions without leaving the ticket
Connect your Shopify store on the Free plan. Unlimited seats, no card needed.
