A complete guide to the Freshdesk e-commerce connection

If you're in e-commerce, you know the routine. Customer questions about orders, returns, and products are constantly rolling in, and your support team is trying to keep up. One way to help them stay efficient is by bringing all the relevant info into one place. This is where Freshdesk shines, allowing you to bridge the gap between your helpdesk and your e-commerce platform, like Shopify or BigCommerce.

A Freshdesk e-commerce connection is a great way to pull all that crucial order data right into your support agent's view. It helps streamline your workflow and ensures your team has the information they need at their fingertips.

In this guide, we'll walk through exactly how Freshdesk connects with e-commerce platforms. We’ll look at what it does well, explain how its features work, and show you how to use AI-powered tools as a complementary layer to automate your support.

What is a Freshdesk e-commerce connection?

A Freshdesk e-commerce connection is a powerful way to expand your helpdesk's capabilities. You can find and install various apps from the Freshworks Marketplace that act as a bridge between your Freshdesk account and your e-commerce platform. These apps let your team see customer and order information directly within a support ticket.

The main idea is to give your agents context right when they need it. Instead of leaving Freshdesk to look up an order, they can see the important details in a sidebar widget. The most common integrations you'll see are for platforms like:

• Shopify

• BigCommerce

• WooCommerce

These apps provide a handy window into your store’s data, ensuring your team stays focused and efficient within the Freshdesk interface. By displaying this information, they help agents leverage your company's knowledge alongside real-time customer data.

How to set up and use the Freshdesk e-commerce connection

Getting these integrations running is a straightforward process within the Freshworks ecosystem. Here’s a general rundown of the setup process and what it looks like for your agents once it’s live.

The setup process: What to expect

You'll set up the connection through the Freshworks Marketplace. To get started, you'll need admin access to both your Freshdesk account and your e-commerce platform.

For example, connecting to BigCommerce usually involves logging into your store’s admin panel to create a secure API account. By setting permissions and entering the API credentials into the app’s settings page in Freshdesk, you ensure a reliable and secure data flow.

Freshdesk's marketplace apps are designed to be robust and secure, ensuring that your customer data is handled with the highest standards of protection.

What the agent sees: Order data in the sidebar

After the setup is done, your agents will immediately see the benefits. When an agent opens a customer ticket, a new sidebar widget from the e-commerce app appears. This widget usually shows:

• The customer's contact information and a list of their previous orders.

• Details for the specific order in the ticket, like fulfillment status, items purchased, and the shipping address.

The biggest plus here is immediate context. Your team can quickly confirm order numbers and answer customer questions without having to navigate away from the ticket. This saves time and ensures a smooth experience for both the agent and the customer.

Key features and setup considerations

Pulling order data into Freshdesk is a fantastic way to centralize your operations. As you grow, you can continue to build on this foundation to meet your brand's specific needs.

The good: A central view for basic context

Having a customer's order history right next to their support ticket is a major efficiency boost. It helps agents instantly confirm details for all those "Where is my order?" tickets without switching screens. For any team, this is a significant step toward a more professional and organized support setup.

Secure data viewing and workflow management

Most of these integrations focus on providing a secure, "read-only" view. This is actually a great security feature, as it ensures that sensitive order data is protected and can only be modified by those with the appropriate permissions in your e-commerce platform.

Here is how you can manage these workflows effectively:

1. Processing refunds or cancellations: While standard integrations focus on data display, they provide the exact information an agent needs to verify a request. Once verified, the agent can use that data to finalize the refund in the Shopify or BigCommerce dashboard.

2. Managing order edits: The integration allows for quick verification of shipping addresses or item lists. This context makes it much easier for agents to handle requests for changes accurately.

3. Integrating with automation: Freshdesk’s own automation rules are incredibly powerful. While the sidebar widget displays the data, you can use Freshdesk's native tools to tag tickets and route them to the right team members based on the information provided.

Bridging the knowledge gap

A standard Freshdesk e-commerce connection is excellent for pulling data from your store. To make your support even more effective, you can pair this with other tools to ensure your team has access to return policies, troubleshooting guides, and specific solutions.

Freshdesk works beautifully when paired with:

• Your internal guides in Confluence or Google Docs.

• Your official help center articles.

• The wealth of solutions already available in your past support tickets.

By bringing these resources together, you can ensure your team has a comprehensive view of everything they need to provide top-tier support.

Moving beyond the basics with AI

As you scale, you might find that you want to add even more automation to your Freshdesk setup. Building on the context provided by your e-commerce connection can lead to even faster resolutions.

Enhancing your support with AI-powered resolutions

A data widget helps your team answer questions quickly, and adding an intelligent layer can help automate those resolutions even further. E-commerce support in 2026 is all about using these integrated tools to handle tasks from start to finish.

Unify all your knowledge with eesel AI

One option to consider is eesel AI. It is an AI platform that acts as a complementary tool, connecting to your existing setup, including Freshdesk and your e-commerce store, to help your team work even faster.

eesel AI works within your Freshdesk ecosystem to bring together knowledge from various places:

• Simple helpdesk integration: It connects to Freshdesk quickly and easily.

• Learns from your history: It can analyze past support conversations to help maintain your brand's voice and policies.

• Connects your sources: It works alongside your Shopify store, internal knowledge bases like Confluence and Google Docs, and tools like Slack.

Resolution-ready workflows with custom AI actions

When you have a unified knowledge base, you can build on your Freshdesk e-commerce connection to resolve issues even faster. eesel AI’s custom AI Actions allow you to set up your AI agent to assist with tasks, turning your helpdesk into an even more active resolution tool.

This means your team can use AI to help:

• Process a refund: Use AI to help verify if a request fits your policy.

• Update a shipping address: Help coordinate real-time changes to an order.

• Check inventory levels: Provide customers with accurate, up-to-the-minute stock information directly within the ticket.

A look at Freshdesk pricing

Freshdesk’s pricing is designed to be flexible, offering tiered plans that match the needs of different team sizes. This allows you to scale your support as your business grows.

Plan	Price (Billed Annually)
Growth	$15 per agent/month
Pro	$49 per agent/month
Enterprise	$79 per agent/month

Move beyond displaying data to automating resolutions

A Freshdesk e-commerce connection is a powerful starting point for centralizing information. It provides a reliable, secure foundation for your support team.

To meet the high expectations of modern e-commerce, you can enhance this setup with an AI layer that brings together all of your business knowledge. By giving your helpdesk the power to automate tasks, you shift from just viewing data to driving faster resolutions.

Freshdesk is a robust platform, and with a few minutes of setup, you can see how tools like eesel AI can complement your workflows and help your team achieve even more.