Zendesk Integration
The Onward x Zendesk integration lets your CS team file claims on behalf of customers without leaving Zendesk — saving your team time and keeping the customer experience smooth.
When is it useful? When a customer contacts your team about a shipping issue and they purchased Onward Checkout+ as part of their order. While most customers reach out to Onward directly, occasionally they'll come to you first. This integration lets you hand it off to us in seconds.
How it works Once the integration is enabled, an Onward widget will appear in the Zendesk right sidebar for any ticket where the customer has an Onward-protected order. From there you can:
Open a claim with a single click
Check the status of an existing claim
Follow a direct link to view full claim details in the Onward merchant portal
After the claim is opened, our team contacts the customer and handles everything — nothing more is needed from your CS team.
Setup Instructions
Confirm that Onward Checkout+ is fully installed on your Shopify store
Log in to your Onward Merchant Portal
Navigate to the Account section
Click Install next to the Zendesk Integration
That's it — you're done!
Filing a Claim via Zendesk When a shipping issue comes up, click File a Claim in the Onward widget. Order information will be pre-filled — simply select the affected items, the claim type, and any relevant details. We'll notify the customer about their claim status and follow up if we need anything further.
Troubleshooting If the Onward widget isn't appearing in your Zendesk sidebar, try the following:
Go to your Currently Installed Apps page (
{your-zendesk-domain.com}/admin/apps-integrations/apps/support-apps) and confirm Onward is listedClick Reorder apps and move the Onward app to the top of the list under the Ticket location
Note that the widget only appears on existing tickets — it won't show in the New Ticket view
When viewing a ticket, click Pin app in the sidebar to keep the widget visible