Question 1

Where do I manage integrations in Deskhero?

Accepted Answer

Go to Configurations and open the Integration page. It lists your connected integrations in a table with the type, store domain, created date and last update, and has an "Add Integration" button for connecting a new one. Only workspace admins can add or remove integrations.

Question 2

How do I connect my Shopify store to Deskhero?

Accepted Answer

1) Go to Configurations and open the Integration page. 2) Click "Add Integration". 3) In the "Connect Deskhero to Shopify" step, click the Shopify button. You are taken to Deskhero's listing on the Shopify App Store. 4) Install the Deskhero app there and approve the requested permissions in Shopify. 5) You are redirected back to Deskhero and see "Shopify successfully integrated"; click "Done" (or "Go to setup guide" if it is offered).

Question 3

Can I install Deskhero directly from the Shopify App Store?

Accepted Answer

Yes. Deskhero has a public listing on the Shopify App Store at apps.shopify.com/deskhero, and Shopify app installations start from Shopify's side. After you install the app and sign in, Shopify redirects you back to Deskhero, where the integration is completed and confirmed with "Shopify successfully integrated".

Question 4

What permissions does the Shopify integration ask for?

Accepted Answer

The integration requests read-only access to your store, presented in Deskhero as "Read All Orders", "Read Fulfillments", "Read Returns" and "Read Customers"; it also requests read access to products, checkouts, inventory and shipping. Deskhero uses this to show order details, delivery status, refunds and the matching customer profile next to each ticket, and to generate suggested replies. All requested permissions are read-only. Deskhero does not ask for permission to change anything in your store.

Question 5

Why does Deskhero need access to all my Shopify orders, not just recent ones?

Accepted Answer

In Deskhero's own words, the order permission is used to "fetch past and current orders (by number or customer), so Deskhero can display relevant order details and generate suggested replies". Reading orders older than 60 days requires Shopify's extended order access, which is why the request covers all orders.

Question 6

Why does the Shopify integration read my customer data?

Accepted Answer

The customer permission is used to "match support tickets to the correct Shopify customer profile, ensuring you see relevant purchase history and customer info on each ticket". Deskhero looks up the Shopify customer using the ticket requester's email address.

Question 7

Why does the Shopify integration need fulfillment access?

Accepted Answer

Deskhero uses fulfillment access to "check shipping and delivery statuses, so Deskhero can show up-to-date fulfillment info and help answer shipping questions". On a ticket, each Shopify order can show a fulfillments table with the shipping service, fulfillment status and clickable tracking numbers.

Question 8

Why does the Shopify integration ask to read returns?

Accepted Answer

The returns permission lets Deskhero "access return details, so Deskhero can display refunds and assist with return-related inquiries". This means users can see refund and return information next to the customer's ticket instead of switching to Shopify.

Question 9

What should I enter as my Shopify Store URL when connecting?

Accepted Answer

If Deskhero asks for your Shopify Store URL, enter only the store name part of your .myshopify.com domain. The ".myshopify.com" suffix is added automatically, and the field placeholder shows "e.g. storename". If you see "Please enter a valid domain name", make sure the field is not empty and that the name matches your store's .myshopify.com domain.

Question 10

What does the Shopify panel on a ticket show?

Accepted Answer

When Shopify is connected, the ticket view gets an expandable "Shopify" section showing the matched customer's total spent, their email and a list of their orders. Each order expands to show its creation date, shipping address, payment status (for example Paid or Unpaid) and fulfillment status (for example Fulfilled, Partially Fulfilled or Unfulfilled), a fulfillments table with shipping service and tracking links, the ordered items with quantities and prices, and the order total. There is also an "Open On Shopify" link that opens the order directly in your Shopify admin.

Question 11

How does Deskhero know which Shopify customer a ticket belongs to?

Accepted Answer

Deskhero uses the ticket requester's email address and looks up the matching customer in your connected Shopify store when the ticket is opened. If the requester has no email address the panel shows "Customer e-mail not found.", and if no Shopify customer matches it shows "Customer not found.".

Question 12

Why does the Shopify section on my ticket say "Customer not found"?

Accepted Answer

It means your connected Shopify store has no customer whose email matches the ticket requester's email address. Check that the email on the ticket is the same address the customer used when ordering in your store. The lookup is done purely by email.

Question 13

Can I jump from a ticket to the order in Shopify?

Accepted Answer

Yes. Each order in the ticket's Shopify panel has an "Open On Shopify" link that opens that order in your Shopify admin, and tracking numbers in the fulfillments table link straight to the carrier's tracking page.

Question 14

Does Deskhero's AI use my Shopify data?

Accepted Answer

Yes, in two ways. Order details are used so Deskhero "can display relevant order details and generate suggested replies", and products synced from your store are used so AI-suggested replies can reference relevant products, including links and current details fetched from your store. All of this uses read-only access.

Question 15

What is Shopify product sync?

Accepted Answer

Deskhero periodically imports your Shopify product catalog in the background so its AI can reference relevant products when drafting suggested replies. The number of products synced is subject to your plan's limits, and the feature is listed on the plan page as "Integrations - Shopify product sync".

Question 16

Does Deskhero permanently store my Shopify customer and order data?

Accepted Answer

Customer and order details shown on tickets are fetched live from Shopify at the moment a user opens the ticket, rather than being copied into Deskhero. Product catalog information is synced and stored so the AI suggested-reply feature can use it.

Question 17

How do I disconnect my Shopify store from Deskhero?

Accepted Answer

1) Go to Configurations and open the Integration page. 2) Hover over the integration's row in the table and click the delete button. 3) Confirm the "Delete Integration" prompt ("Are you sure you want to delete this integration?") by clicking "Delete". You will see an "Integration Deleted" confirmation. Only workspace admins can delete integrations.

Question 18

What happens if I uninstall the Deskhero app from my Shopify admin instead of removing it in Deskhero?

Accepted Answer

Uninstalling the app in Shopify ends its access to your store, and Shopify notifies Deskhero that the app was uninstalled. Shopify later sends a shop data-removal notice, which Deskhero processes by removing the store's integration record on its side.

Question 19

Who can connect or remove integrations, and who can see Shopify data on tickets?

Accepted Answer

Connecting, listing and deleting integrations requires a workspace admin. Once connected, any user in the workspace can see the Shopify customer card and order details on tickets.

Question 20

Is there a limit to how many Shopify products Deskhero syncs?

Accepted Answer

Yes, product synchronization has a per-plan limit, and the Plans page shows both your plan's limit and how many products you are currently syncing. If your catalog is larger than your plan's limit, extra capacity ($50 per month per additional 1,000 products) can be arranged with the Deskhero team on any paid plan.

Integrations

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