Zendesk for TikTok Shop overview

Zendesk is the all-in-one customer service solution for your growing business. Connect your TikTok shops and other marketplaces to Zendesk to centralize your customer support. This allows you and your agent team to manage messages, respond faster to requests, and resolve issues.
The Zendesk for TikTok Shop app is free to install and use to connect your shop(s) to Zendesk. A Zendesk account is required and subscription fees may apply. A free trial is available through Zendesk (subject to availability).
Key benefits:

• Centralize your messages: Respond faster to customer messages from TikTok Shop, Shopify, and more - all within one Zendesk inbox.
• Get a 360° view of your orders: Access order details, including billing, shipping, order status, and product info from TikTok Shop.
• Resolve customer requests: Process returns, refunds, cancellations, and replacements all in one place.

How to connect your TikTok Shop and Zendesk account

Install and authorize the free Zendesk for TikTok Shop app to connect your TikTok Shop and Zendesk Support account. A Zendesk account is required and subscription fees may apply. The connector app is available in the TikTok Shop App Store or Zendesk Marketplace.

Create a Zendesk account

Create a Zendesk account at Zendesk.com. Free trial and pricing plans are available. After creating a Zendesk account (or if you already have one), install the Zendesk for TikTok Shop connect app to connect your accounts.

Install Zendesk for TikTok Shop on Zendesk

1. Go to Zendesk Marketplace, and search Zendesk for TikTok Shop

2. Click Install, and select a Zendesk account to install this app

3. Complete the installation

4. To confirm that your installation was successful, go to Admin Center > Apps and integrations > Zendesk Support apps and check that the connector app is listed under Currently Installed

Connect your TikTok Shop account with Zendesk

Now that you've installed the connector app on your Zendesk Support account, the next step is to install the app on your TikTok Shop Account.

1. Open any ticket on your Zendesk Support account

2. Once you've opened the ticket, click Complete setup under Zendesk for TikTok Shop

3. You'll be redirected to the TikTok Shop Connector Manager to continue the setup on your TikTok Shop account. Follow the instructions on the connector manager to log into your Seller Center account.
   • Note: Only the TikTok Shop account owner can authorize the connector

4. Once you log in, you'll see that the connector app is already connected to Zendesk. The next step is to connect your TikTok Shop with the connector app. To do so, click Connect and you'll be redirected to the Customer Service Connector app page on the TikTok Shop App Store. Click Install to finish the connection.

5. The setup is complete. You can manage the connections on the connector manager anytime.

6. Once your Zendesk Account is successfully connected to TikTok Shop, customer messages from TikTok Shop will appear in your ticket list. Open any ticket from TikTok Shop to access the app's features.

7. You can connect multiple shops to one Zendesk account. To do so, click Complete new shop setup and repeat steps 3-5 above to connect another TikTok Shop account.

You've completed the setup! You can now use Zendesk to receive and reply to all customer messages directly.

How to use Zendesk to manage customer messages

Messages from your TikTok Shop customers will be forwarded to Zendesk and a ticket will be created. This eliminates the need to log into Seller Center to manage customer messages, and allows customer service agents the ability to reply to messages directly on Zendesk.
Currently, the connector app supports receiving text, emojis, images, videos, product cards, and order card messages from customers; and sending text, images, product cards, and order cards to customers.
Please refer to the following scenarios for more details on how to manage your customer messages.

Receiving and sending text messages

Receiving and sending order cards

With the order ID in the message, you can search for the order details, including the return, refund, or cancellation information.
To send an order card to customers, follow these steps:

1. When opening a ticket from a TikTok Shop, the customer's order history will load automatically from newest to oldest.

2. An order card will be sent to the customer when sellers hit the send icon behind the order ID.

Receiving and sending product cards

With the product ID in the message, you can search for the product details.
Sending a product card to customers, follow these steps:

1. When opening a ticket from a TikTok Shop, the active product list will load automatically under the product tab.

2. A product card will be sent to the customer when you click send below the product ID.

Creating and sending coupons

1. Go to TikTok Shop Seller Center > Marketing > Promotions > Create a Promotion, then select your coupon type.

2. Enter the promotion name, start/end date, discount type, and conditions (varies by coupon type). Click Agree & Publish.

3. In Zendesk, open the customer chat, go to the Coupon tab, search for your coupon name, and click Send.

Frequently asked questions (FAQs)

1. What are the fees associated with Zendesk and Zendesk for TikTok Shop?

The Zendesk for TikTok Shop app is free to install and use. However, Zendesk itself may require a paid subscription depending on your needs. You can explore Zendesk's pricing plans and free trial options on their website.

2. Where will I receive customer messages?

After you've installed Zendesk for TikTok Shop, you'll receive customer messages on both Seller Center and Zendesk simultaneously. We recommend using only one channel to avoid any confusion.

3. Why am I having trouble connecting my TikTok Shop account with my Zendesk Support account?

Please check and confirm that you've authorized the connector app to receive and send data from your TikTok Shop and your Zendesk Support account.

4. Is customer identity encrypted and protected?

Customer identity is encrypted on Zendesk. TikTok values and protects the privacy of our users. We limit the sharing of personal identifiable information to third parties (for example, Zendesk in this case). You can verify the customer identity if needed by verifying information in their order.

5. Does the Customer Service Connector app manage messages sent to my TikTok marketing account?

The connector app manages customer messages from TikTok Shop, not your TikTok marketing account that is linked to your shop account. If someone messages your marketing account, the messages will not be displayed on Seller Center or Zendesk.

6. What types of messages are supported?

Please refer to the table below for information on what types of messages are supported on Zendesk for TikTok Shop:

Message type	Customer to seller	Seller to customer
Text	No more than 2000 characters	No more than 2000 characters
Hyperlinks	Shown as text	Shown as text
Image	No more than 15 MB	No more than 15 MB
Emoji	Yes	Not supported
Video	Yes. No more than 30 MB	Not supported
Product card	Yes. The product card sent by a customer will appear as text within the Zendesk chatbox.	Yes. The product card can be sent directly from the customer service app, and it's shown as a text message in the Zendesk chatbox.
Order card	Yes. The order card sent by a customer will appear as text within the Zendesk chatbox.	Yes. The order card can be sent directly from the customer service app, and it's shown as a text message in the Zendesk chatbox.