Migration Guide for E-commerce Teams
Converge Team
Part of the Zendesk migration guide
How e-commerce support teams can migrate from Zendesk while maintaining customer service quality.
E-commerce Migration from Zendesk
Zendesk is popular with e-commerce teams thanks to its official Shopify integration, which shows order data (order history, fulfillment status, payment info) directly inside tickets. Migrating away means losing this native Shopify sidebar — plan accordingly.
What You Lose from Zendesk
The "Shopify for Zendesk" app embeds order lookup, refund processing, and customer purchase history directly in the agent view. If your agents regularly process refunds or check order status during conversations, they'll need to keep a separate Shopify admin tab open after switching. Also consider if you use Zendesk's 1,000+ marketplace apps for other e-commerce integrations (returns management, review platforms, etc.).
Widget Replacement for Your Store
Remove the Zendesk Web Widget from your store (uninstall the Shopify app or remove the JS snippet from your theme) and install your new platform's chat widget. Most platforms support Shopify, WooCommerce, BigCommerce, and custom stores via a simple script tag. A chat widget with built-in lead capture and visitor tracking adds pre-sale value that Zendesk's widget doesn't emphasize.
WhatsApp Commerce Workflows
If you handle order inquiries and support via WhatsApp through Zendesk, migrate this channel carefully. WhatsApp is often the highest-volume channel for e-commerce in Asia, Latin America, and Europe. Disconnect from Zendesk and reconnect to your new platform during off-peak hours. Recreate any WhatsApp-specific auto-replies ("Your order status is...") as quick reply templates.
Timing the Switch
Never migrate during Black Friday, Cyber Monday, holiday sales, or any major promotion. Plan the switch during your quietest week — typically late January, mid-February, or early September. Run both platforms in parallel for at least one week to catch any channel routing issues before they affect customers.
Tip: Export your Zendesk macros that reference order-related responses (shipping updates, return policies, refund confirmations) and recreate them early — these are your most-used templates and agents will look for them immediately.
Need the full migration guide?
This page covers migration guide for e-commerce teams specifically. For the complete step-by-step migration process:
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