Zendesk for TikTok Shop

As a seller on TikTok Shop, we understand the importance of creating an easy-to-navigate customer support experience. With Zendesk for TikTok Shop, you're offered a more simplified way to communicate and centralize all your customer support needs. Once connected, you'll find everything you need — all in one place. From customer communication to viewing key insights, Zendesk for TikTok Shop has it covered.

Product Overview

• Centralized Management: Handle all inbound messages from customers alongside your other support channels in one unified Zendesk workspace.
• Real-Time Data Visibility: Automatically access customers order history, tracking details, and product lists the moment you open a ticket, giving you the context needed to resolve issues faster.
• Reduced Operational Friction: Modernized workbenches for Orders, Products, and Coupons mirror the Seller Center UI, eliminating the need to switch tabs or platforms.

Please note: This is provided by TikTok Shop with no additional cost for current Zendesk Support subscribers. The connector app is available only to TikTok Shop sellers in the US and UK. There is no regional restriction for Zendesk accounts.

How To Get Started

To connect your TikTok Shop with your Zendesk Support account, you'll need to authorize the connector app to receive and send data from your TikTok Shop and your Zendesk Support account.

Install Zendesk for TikTok Shop on Zendesk

1. Go to Zendesk Marketplace, and search Zendesk for TikTok Shop and click Install
2. 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.
   
8. You've completed the setup! You can now use Zendesk to receive and reply to all customer messages directly.

Specific Features

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. Please refer to the following scenarios for more details on how to manage your customer messages.

Fully Synced Ticket Creation

Zendesk ticket creation is fully aligned with Seller Center.
Whenever a customer service ticket is created in Seller Center, a corresponding ticket will also be created in Zendesk, ensuring your team does not miss any incoming support cases.
Ticket creation behavior:

• If TikTok Shop chatbot is enabled: a Zendesk ticket will be created as soon as the buyer requests seller agent support or when seller sends a message.
• If TikTok Shop chatbot is not enabled: a new Zendesk ticket will be created when either the buyer or seller sends a message.

Workbench (Orders, Products, Coupons)

The sidebar now features an embedded Seller Center widget, allowing you to manage requests without leaving the chat.

Detailed Message Cards

Agents can now view and send logistics, return, and coupon cards within the Zendesk UI.

Orders

1. Search and Filter: Locate specific orders by ID or status (e.g., "Shipped").
2. Manage Order Notes: Click "Add note" or "Edit note" to record important context. These notes synchronize instantly with Seller Center so your entire team stays informed.
3. Send Order Cards: Click on "Send order" to push a structured card to the customer. This gives the customer a clear, tappable summary they can use to view their order details in the TikTok app.

Products & Collections

1. Product Tab: Search your shop's live products by name or SKU and click "Send" to share an interactive product card.

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.

Logistics

1. View Real-Time Tracking: Click "Details" in the logistics section of the sidebar to open a pop-up with a live timeline from TikTok Shop’s logistics API.
2. Send Logistics Cards: Click "Send updates". This sends a visualized card to the customer containing the carrier name, tracking number, and latest status snippet.

Returns & Refunds

1. Initiate Requests: Click "Send return/refund updates" for specific products to provide customers with a Return/Refund Request card.
2. Respond to Requests: Authorized agents can click "Respond" to approve or reject a return.

Close TikTok Shop Tickets Directly in Zendesk

Agents can now close customer service tickets directly in Zendesk without needing to go to Seller Center.
To close a TikTok Shop ticket in Zendesk:

1. Open the ticket in Zendesk.
2. Confirm that the ticket has an assignee.
3. Mark the ticket as Solved.
4. The corresponding TikTok Shop ticket will also be closed automatically and CSAT invite will be sent to buyer.

Tip 1: Before closing a ticket, please make sure the Zendesk ticket has an assignee. Zendesk requires a ticket to have an assignee before it can be marked as solved. If the ticket does not have an assignee, the Zendesk ticket and the TikTok Shop ticket may not close successfully.
Tip 2: If you want to be able to reopen the ticket later, you can extend the ticket closure time in Zendesk settings. Go to Zendesk Admin Center > Automations, then update or add the relevant automation rule.

View Chatbot Messages in Zendesk

If your shop has TikTok Shop chatbot enabled, agents can now view chatbot messages directly in Zendesk. This gives agents more complete conversation context in one place, helping them better understand the buyer’s conversation with chatbot before responding or taking action.

Error Handling

FAQ

1. Do I have to pay extra to use Zendesk for TikTok Shop? Zendesk for TikTok Shop is provided by TikTok Shop with no additional cost for current Zendesk Support subscribers.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. Can I connect more than one shop? Yes! You can connect multiple TikTok Shops to a single Zendesk account by selecting "Complete new shop setup" in the app settings.
8. What types of messages are supported?

Please see below for information on what types of messages are supported on Zendesk for TikTok Shop: