- Short answer
- Yes, on a Zendesk Suite plan or existing Support with Chat: Zendesk's app shows Shopify orders in tickets, with refund and cancel in Support.
- Plans listed
- Suite Team through Enterprise Plus; Support Team through Enterprise, with existing Chat
- Entry price
- Suite Team: $55 per agent a month, billed annually, as of November 5, 2026
- Refund and cancel
- In Support; cancel covers unfulfilled orders only
- Zendesk Chat
- Retires January 31, 2028 for Chat + Support and Suite customers, per Zendesk
What does Zendesk's Shopify integration show and do?
Per Zendesk's usage article, agents can:
- View orders in a Support ticket or in Chat: date and value, customer notes, payment and fulfillment status, tracking numbers.
- Refund in Support: full or partial, on fulfilled or unfulfilled orders.
- Cancel in Support: unfulfilled orders only.
In Support, data appears only in saved tickets, matched by the requester's email or phone number. An admin turns on refunds and cancellations in Zendesk Admin Center.
The app is Zendesk's own, listed in the Shopify App Store. Its setup article asks for your Zendesk subdomain, so you need a Zendesk account first.
Which Zendesk plan do you need, and what does it cost?
Zendesk lists Suite Team through Enterprise Plus, and Support Team through Enterprise with Chat.
Zendesk's pricing page, read November 5, 2026, lists Customer Service plans in USD, per agent per month: Suite Team at $55 billed annually or $69 monthly, Support Team at $19 or $25.
These are Zendesk's plans, not an app fee, and may be billed separately from your Shopify invoice.
Zendesk or Shopify Inbox: which fits your store?
Decide by the job: agents working orders from tickets, or chat with store visitors.
- Zendesk: messaging, phone, chat, email and social media
- Orders beside the ticket; refund and cancel in Support
- Suite Team: $55 per agent a month, billed annually
- Listing rating: 3.2 from 95 reviews
If chat grows into daily support work, see when Shopify Inbox is no longer enough.
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