Zendesk Integration Enhancement
Overview
Section titled “Overview”The Corso Zendesk integration has been significantly enhanced to give your support team more visibility and control directly within Zendesk. These updates reduce tab switching, streamline claim management, and allow reps to take action on returns, exchanges, warranties, registrations, and shipping protection without leaving a ticket.
If you are already using the existing Zendesk integration, upgrading to the new version is quick and seamless. New users can install the updated app directly from Zendesk and connect it to Corso.
What You Can Expect
Section titled “What You Can Expect”With the enhanced integration, your support team can:
- View a customer’s recent orders and associated claims directly in Zendesk
- Search across orders and claims without leaving the ticket
- Create claims on behalf of customers
- Fully manage and process claims inside Zendesk
- Access registrations tied to a customer
- Generate and copy shipping labels instantly
- Pin the Corso app inside Zendesk for quick access
The result is faster ticket resolution, fewer clicks, and a smoother experience for your CX team.
Enabling the Updated Integration
Section titled “Enabling the Updated Integration”If You Are Already Using Zendesk
Section titled “If You Are Already Using Zendesk”- Navigate to the Integrations page in your Corso Admin.
- Locate the Zendesk integration.
- Click Connect.
- Select View Integrations.
- Click Finish Connecting.
Once completed, the updated integration will be available inside Zendesk.
If You Are Installing for the First Time in Zendesk
Section titled “If You Are Installing for the First Time in Zendesk”- Navigate to the Zendesk App Marketplace.
- Locate the Corso app.
- Click Install.
- Complete the connection flow.
After installation, the Corso app will load within your Zendesk ticket sidebar.
Note: The release is pending final approval from Zendesk. Once approved, the updated version will be available to all users.
Implementation for Net New Customers
Section titled “Implementation for Net New Customers”If you are a brand setting up Corso and Zendesk for the first time, follow the steps below.
Step 1: Install Corso in Shopify
Section titled “Step 1: Install Corso in Shopify”- Install Corso from the Shopify App Store.
- Have a Shopify admin user log in to Corso and complete the initial setup.
Step 2: Install the Corso App in Zendesk
Section titled “Step 2: Install the Corso App in Zendesk”- In Zendesk, navigate to the App Marketplace.
- Locate the Corso app.
- Click Install.
- Open the app in the Zendesk support sidebar.
Step 3: Link Your Zendesk Subdomain
Section titled “Step 3: Link Your Zendesk Subdomain”- From inside the app, finish linking your Zendesk subdomain to Corso.
- Confirm the connection is successful.
Once linked, your team can immediately begin managing and creating claims directly from customer tickets.
Once enabled, the Corso app appears directly inside the Zendesk ticket view.
Key Interface Improvements
Section titled “Key Interface Improvements”1. Top Orders Display
Section titled “1. Top Orders Display”The integration automatically pulls in the top five recent orders tied to the customer’s email.
You can:
- Toggle between orders
- See whether claims are associated with each order
- Quickly identify open or resolved claims
2. Registrations Visibility
Section titled “2. Registrations Visibility”If you use Corso Registrations, those will appear below the order section, allowing your team to quickly reference product registrations connected to the customer.
3. Search Functionality
Section titled “3. Search Functionality”The app automatically matches based on the ticket’s customer email, but reps can also:
- Search for additional orders
- Look up specific claims
- Identify claim details by order number
This makes it easy to assist customers who reference a different order in the same conversation.
Taking Action Inside Zendesk
Section titled “Taking Action Inside Zendesk”One of the biggest upgrades is the ability to fully manage claims without switching tools.
Create a Claim
Section titled “Create a Claim”If an order does not already have a claim:
- Click the order.
- Choose the appropriate action such as return, warranty, or shipping protection.
- Verify customer information.
- Submit the claim on their behalf.
Manage Existing Claims
Section titled “Manage Existing Claims”When viewing a claim, the full Corso admin interface loads directly inside Zendesk.
You can:
- Adjust resolutions
- Process returns or exchanges
- Review shipping protection status
- Generate or copy shipping labels
- Provide customers with claim updates in real time
This eliminates the need for agents to switch between Corso and Zendesk while managing tickets.
Product-Specific Views
Section titled “Product-Specific Views”The interface dynamically adjusts based on the Corso products you use:
- Shipping Protection only
- Returns and Exchanges
- Warranties
- Registrations
- Or any combination of the above
Agents will only see relevant functionality based on your enabled features.
Frequently Asked Questions
Section titled “Frequently Asked Questions”Do I need to uninstall the old Zendesk integration?
Section titled “Do I need to uninstall the old Zendesk integration?”No. Existing users simply need to reconnect using the updated integration flow.
Will this change how claims are processed?
Section titled “Will this change how claims are processed?”No. The core claim workflows remain the same. The enhancement improves access and management within Zendesk.
Can agents process claims fully without leaving Zendesk?
Section titled “Can agents process claims fully without leaving Zendesk?”Yes. The full Corso admin experience is embedded within the Zendesk sidebar.
Does it automatically identify the customer?
Section titled “Does it automatically identify the customer?”Yes. The app uses the ticket’s customer email to pull in relevant orders and claims automatically.