A complete guide to the Freshdesk BigCommerce integration

If you run an e-commerce business, you know the drill. Customers have questions, and they want answers now. "Where is my order?" "How do I make a return?" "Is this item in stock?" Answering these questions quickly and accurately is the difference between a happy, loyal customer and a frustrated one-star review.

The problem is, the answers are often scattered. The order details are in your BigCommerce dashboard, and the customer conversation is in your Freshdesk inbox. This is why connecting your helpdesk to your e-commerce platform is such a valuable move. The native Freshdesk BigCommerce integration is a solid, reliable starting point for bringing these two worlds together. In this guide, we'll walk you through how it works, what it does well, and how to get the most out of it. Then, we’ll explore how a modern AI layer can complement this setup to further automate your support.

Understanding Freshdesk BigCommerce: What are Freshdesk and BigCommerce?

Using the right tool for the job is essential, and that’s why specialized platforms like Freshdesk and BigCommerce are so popular among leading e-commerce brands in 2026.

What is Freshdesk in a Freshdesk BigCommerce integration?

Freshdesk is a mature, cloud-based customer service tool that helps businesses organize all their customer conversations into one professional place. Instead of juggling emails, phone calls, live chats, and social media messages separately, Freshdesk pulls everything into a single, high-performance ticketing system.

Think of it as a central hub for your support team. They can see every customer interaction, collaborate on tricky tickets, and use built-in automations to sort and assign incoming questions. It’s all about bringing professional order to customer support.

What is BigCommerce in a Freshdesk BigCommerce integration?

BigCommerce is a powerful e-commerce platform that gives you everything you need to build and manage an online store. It’s a software-as-a-service (SaaS) platform, which means they handle the technical infrastructure for you, providing a secure and scalable foundation for your business.

Instead, you get to focus on what you do best: choosing your products, designing your storefront, marketing to your customers, and processing orders. BigCommerce provides the engine so you can focus on driving the car.

How the Freshdesk BigCommerce integration works

The main way to get Freshdesk and BigCommerce talking to each other is by using an app from the Freshworks Marketplace. These apps are designed to pull your valuable BigCommerce data directly into the Freshdesk interface, giving your agents the context they need without making them switch screens.

The official "BigCommerce Suite" app, built by the Freshworks team, offers several key features:

• See order history at a glance: When an agent opens a ticket, the customer's order history from BigCommerce appears right next to the conversation. This means no more back-and-forth asking for an order number. The agent has the full context from the very start.

• Manage orders from the ticket: Agents can perform crucial actions like canceling an order or processing a refund directly within Freshdesk. This is a significant efficiency gain, as every action that doesn't require opening a new tab helps the day run smoother.

• Provide better, faster answers: With all this information in one view, agents can resolve issues more quickly and confidently. They can see what the customer bought, when they bought it, and where it is, leading to a much better experience for everyone.

While the marketplace app is the most direct route, it's worth knowing that other connectors exist through services like Zapier. These let you build custom, trigger-based workflows. For example, you could set up a workflow so that every new order in BigCommerce automatically creates a ticket in Freshdesk. These are great for specific, specialized needs.

Comparing your Freshdesk BigCommerce integration options

To help you see the differences more clearly, here’s a breakdown of how the different integration methods compare.

Feature	Official Freshworks App	Third-Party Connectors (e.g., Zapier)	Full AI Integration (e.g., eesel AI)
What it does	Shows order data & allows actions in Freshdesk	Creates workflows based on triggers	Autonomously resolves issues & assists agents
Setup effort	Standard (Uses API keys and admin access)	Moderate (Requires setting up individual triggers)	Minimal (Connects in a few clicks)
Type of automation	Agent-led (Empowers human agents)	Rule-based (If this happens, do that)	AI-based (Understands customer intent)
Knowledge sources	Your BigCommerce data	Not applicable	BigCommerce + all other knowledge sources
Cost	Included (Available on paid Freshdesk plans)	Extra subscription fee	Predictable subscription

Considerations for the standard Freshdesk BigCommerce integration

Connecting Freshdesk and BigCommerce is a great first step. As your business grows, you might find ways to further enhance this integration to maximize your team's efficiency and automate repetitive tasks.

The Freshdesk BigCommerce setup follows professional protocols

Getting the integration running involves a standard administrative process. You'll access your BigCommerce admin panel to generate API keys, client IDs, and access tokens. Then, you simply enter them into the designated fields in Freshdesk.

This process ensures a secure and stable connection between your two most important platforms. While it requires attention to detail, it follows the industry standard for secure data sharing between enterprise-grade tools.

Optimizing the Freshdesk BigCommerce workflow

The native integration is built to empower human agents by putting the right data on the screen. It provides the essential information, and an agent then uses that data to provide a personalized response.

As you scale, you can build on this foundation. For example, an AI agent can be set up to complement this workflow by accessing BigCommerce data to answer common e-commerce questions autonomously, 24/7. This works alongside Freshdesk to handle questions like "Where is my package?" instantly, while your human agents focus on more complex inquiries.

Connecting broader company knowledge

The standard integration bridges the gap between Freshdesk and BigCommerce. To make it even more powerful, you might eventually want to connect other knowledge sources, like shipping policies in a Google Doc or return instructions on a Confluence page.

True automation becomes possible when you layer a tool like eesel AI on top of Freshdesk. It can connect to over 100 different sources, ensuring that both your AI and human agents have access to all your company knowledge in one place.

Scaling automation with advanced logic

Freshdesk offers robust native automation for routing and tagging tickets, which is perfect for organizing your inbox. These rules are very effective for standardizing how tickets move through your system.

For teams looking to add even more nuance, AI-powered tools can work alongside these rules to understand the intent behind customer messages. Whether a customer writes, "I need to send this back," or "Can I get my money back?", an AI layer can recognize these are the same request and ensure they are handled correctly within your Freshdesk environment.

Boosting your Freshdesk BigCommerce workflow with an AI agent

The good news is you don't have to change your current setup to get the benefits of intelligent automation. You can simply add an AI layer that works within the Freshdesk ecosystem, enhancing your helpdesk and making your existing tools even more powerful.

Automate your frontline e-commerce support

An AI agent, like the one from eesel AI, can be configured to work directly with your BigCommerce store. This unlocks the ability to handle high-volume, repetitive questions that are a natural part of e-commerce, such as:

• Looking up live order statuses.
• Answering questions about shipping times.
• Checking on the progress of a refund.
• Providing customers with tracking numbers.

This allows your human agents to focus their expertise on the complex or high-value conversations that benefit most from a human touch.

Unify BigCommerce data with your knowledge base

An effective AI complements your team by learning from everything. eesel AI acts as a helpful companion for your company. It can analyze past Freshdesk tickets to learn your brand's tone, scan your public help center for official policies, and connect to internal wikis like Notion or Confluence. This results in consistent, contextual answers that support your customers perfectly.

Go live in minutes with confidence

Modern AI platforms are designed to be user-friendly and reliable. With eesel AI, you can use a simulation mode to see how the AI would have responded to thousands of your real past tickets. This gives you a clear view of its performance, allowing you to fine-tune its behavior and roll it out alongside Freshdesk with total confidence.

Freshdesk pricing plans

To use the BigCommerce integration and other marketplace apps, you'll want to explore Freshdesk's tiered plans. Each tier offers a wealth of features designed to help support teams succeed. Here’s a quick overview of their pricing.

Plan	Price (Billed Annually)	Key Features for Integration
Free	$0 for up to 10 agents	Basic Ticketing, Knowledge Base
Growth	$15/agent/month	Automation, Custom Views, Marketplace Apps
Pro	$49/agent/month	Custom Roles, Advanced Reporting, Round-Robin Routing
Enterprise	$79/agent/month	Skill-based Routing, Sandbox, Audit Log

Note: Advanced AI features, like Freddy AI, are available as part of higher-tier plans or as add-ons to further enhance your experience.

The future of Freshdesk BigCommerce support is connected and smart

The native Freshdesk BigCommerce integration is a genuinely useful and reliable tool. It provides support agents with essential customer context right where they work, leading to more efficient and effective support.

By viewing the integration as a strong foundation, you can choose to expand its capabilities as your business grows. Whether you're using Freshdesk's native features or layering on a specialized AI platform, the goal is to create a seamless experience for your customers. For e-commerce businesses serious about scaling, the combination of a trusted platform like Freshdesk and intelligent AI is the way forward.

Get true e-commerce automation for Freshdesk BigCommerce

eesel AI is a solution that works within the Freshdesk ecosystem to help you get even more out of your setup. It connects with the tools you already use, unifies your scattered knowledge, and uses advanced AI to support your team.

Ready to see how AI can complement your Freshdesk BigCommerce integration? See how eesel AI can help automate your e-commerce support in minutes. You can book a demo or start for free.