User documentation for the Zendesk module

Installation

Prerequisites : create a Zendesk account
Install the Zendesk module on your PrestaShop eshop
Authenticate your Zendesk account in the module
Install the PrestaShop app available in Zendesk app store
Activate subscription in the module (see Zendesk module Subscription article)

Features

1. Display PrestaShop information inside Zendesk tickets

On the right-hand side of the screen, you can view the PrestaShop information related to the customer who submitted the request, including the customer’s contact details, order history and order statuses, shipping carrier and tracking number, and associated addresses.

2. Enables Zendesk Chat on the PrestaShop front office

Compatible with PrestaShop login: if customer is logged in, customer information is passed to Zendesk;
Web performance option: Zendesk chat JavaScript can be loaded only after the shop customer clicks on the Chat icon.

3. Push PrestaShop native "Customer Service" requests to Zendesk:

Push messages sent by shop customers via “Contact Us” or Order details from PrestaShop to Zendesk;
If the message is linked to an order, a Zendesk placeholder will contain the order reference (to be used by automations).

4. Create a new PrestaShop Admin page that displays "Customer Service" threads completed with Zendesk interactions

Zendesk messages are not stored in PrestaShop, they are displayed in real time from Zendesk API;
This page allows you to answer or comment in the thread as if it were done in Zendesk.