A complete guide to the Zendesk BigCommerce integration (2026)

Juggling tabs is the worst. If you're running a BigCommerce store and using Zendesk for support, you know exactly what I'm talking about. A customer asks about their order, and suddenly you're on a digital scavenger hunt, digging through BigCommerce for details while the customer is left waiting.

It’s a process that can be significantly streamlined to improve the experience on both sides. When support agents have all the information they need at their fingertips, they can move away from manual tasks and focus on providing high-quality support.

A Zendesk BigCommerce integration is meant to fix this by pulling all that important ecommerce data right into your support view. In this guide, we'll walk through why this connection is a must-have, the usual ways people set it up, and how you can maximize its potential. More importantly, we’ll show you how a modern AI approach can go way beyond just displaying data to actually automating your support work within your Zendesk ecosystem.

What is Zendesk?

You’ve probably heard of it, but let's quickly break it down. Zendesk is an industry-leading customer service platform that helps companies manage all their customer conversations in one place. The heart of Zendesk is its robust ticketing system: features, benefits, and best practices, which pulls in questions from email, chat, phone calls, and social media. Businesses use it to keep their support organized, build out comprehensive help centers, and track performance with enterprise-grade analytics. The whole point is to give agents the context they need to solve problems quickly and personally.

What is BigCommerce?

On the other side of the equation, you have BigCommerce. It's a popular ecommerce platform that gives businesses the tools to build and run an online store. It handles everything from managing your product catalog and processing payments to marketing and SEO. It’s known for being flexible and scalable, letting sellers create custom shopping experiences and connect with a wide range of apps.

Why you need a Zendesk BigCommerce integration

Getting these two platforms to talk to each other isn't just a nice-to-have; it's how you build a support operation that actually works at scale. When your sales platform and your support platform are integrated, you remove friction for your team and create a seamless experience for your customers.

Connecting them provides a unified workspace. Here’s what really changes:

You get much faster resolution times. When a customer asks the classic, "Where is my order?" question, your agent won't have to say, "One moment while I check." The order status, tracking number, and shipping history will be right there in the Zendesk ticket. No more awkward pauses, just fast, reliable answers. This makes a huge difference in how customers perceive your brand's professionalism.

Your agents become way more efficient. Constantly switching between different browser tabs can be a real productivity hurdle. An integration keeps agents in one place-within the powerful Zendesk interface-letting them handle more tickets with less stress. This isn't just about speed; it's about making the workflow smoother and letting agents focus on more complex, high-value customer interactions.

You finally get a complete picture of your customer. A proper integration gives you a 360-degree view of who you're talking to. Your agents can see a customer's entire order history, how much they've spent with you, and any previous conversations they've had. This context is gold. It allows your team to offer personalized, thoughtful support that makes people feel valued.

You can start spotting problems before they get out of hand. With all your data in one spot, patterns become easier to see. Are you suddenly getting a lot of complaints about a new product? Is one of your shipping partners always running late? An integrated system helps you connect the dots between support tickets and your operations, so you can fix the root cause quickly.

3 common integration methods

Okay, so you're sold on the idea. How do you actually make it happen? You've got a few options, and the best one for you really depends on your budget, your team's technical skills, and what you're trying to accomplish.

Method 1: Marketplace apps

The most popular route is to grab a pre-built app from the Zendesk Marketplace. These are plug-and-play connectors that add a BigCommerce data panel right inside your Zendesk interface.

You’ll find apps from companies like agnoStack, Zenplates, and Commercium. They're generally easy to install and don't require any coding, which is a huge plus for getting up and running quickly.

While most come with a subscription fee, they offer a reliable way to get immediate visibility. These apps are primarily designed to display information clearly for your human agents to act upon.

Method 2: Automation platforms (iPaaS)

Next up are tools like Zapier, often called iPaaS (Integration Platform as a Service). These platforms let you create trigger-based recipes to connect different apps.

For example, you could set up a workflow that says, "When a new order is placed in BigCommerce, automatically create a new ticket in Zendesk." This can be handy for creating a proactive record of customer orders.

The good part is that these tools are very flexible. While they are great for simple tasks, they usually work best for basic data transfer rather than handling nuanced, real-time customer conversations.

Method 3: Custom integrations

For larger businesses with very specific needs, sometimes a custom-built solution is the right way to go. This means using the robust APIs provided by both platforms to build a direct, bespoke connection.

Companies like Intuit Solutions or platforms like Clarity Connect specialize in this.

The benefit is that you get a solution perfectly molded to your team's exact workflow. This option requires an upfront investment and developer resources but can provide a very specialized setup for enterprise needs.

Feature	Marketplace Apps	iPaaS (e.g., Zapier)	Custom Integration
Ease of setup	Easy (Plug-and-play)	Moderate (Visual workflow builder)	Difficult (Requires developers)
Cost model	Recurring (Per agent/month)	Usage-based (Per task)	High upfront + maintenance
Flexibility	Balanced (Pre-defined features)	Medium (Trigger-action workflows)	High (Fully customizable)
Best for	Teams needing quick data visibility	Automating simple, repetitive tasks	Large businesses with unique needs

Considerations for your Zendesk BigCommerce integration

While the methods above are excellent for providing data visibility, there are additional ways to build on this foundation to achieve even higher levels of efficiency.

What standard integrations do well

Let's be fair, these tools are great at what they do. Marketplace integrations from developers like agnoStack, Zenplates, and Commercium are fantastic at pulling real-time order data into a neat little window inside Zendesk. They let agents see order statuses, look up shipping info, and even perform basic actions like issuing a refund without having to switch tabs. They make an agent's job much easier by putting the right information at their fingertips.

Moving from data visibility to automation

The standard approach focuses on empowering your human agents with better visibility into BigCommerce data. This is a vital first step, but as your store grows, you may want to explore how to add an automation layer to this setup.

Standard integrations are designed to help your agents work more effectively. However, the human agent is still the one processing every ticket. To truly scale, you can complement your Zendesk setup with automation tools for customer support.

By adding an AI layer, you can move beyond just resolving tickets faster to reducing your ticket volume. While standard apps help with the "how," AI can help handle the "what," freeing up your team from the most repetitive questions.

Additionally, while marketplace apps focus heavily on BigCommerce data, an AI layer can connect to all your sources-like your return policy in a document or detailed product specs in your help center-to provide even more comprehensive support.

A better way: Using AI to automate the work

So what if you could move beyond just showing data? What if your system could actually understand a customer's question, look up the answer in BigCommerce, and provide a complete reply all on its own?

This is where you can enhance the Zendesk BigCommerce workflow: by adding a layer of artificial intelligence. This is exactly what we built at eesel AI. It plugs into your existing Zendesk setup and uses AI to move you from just looking at data to actually automating resolutions.

How eesel AI enhances your existing setup

eesel AI was designed to work alongside your standard integrations to solve broader automation goals. It integrates with your helpdesk in a few clicks and gets to work immediately.

• It complements data display with ticket resolution. The eesel AI Agent can help handle common ecommerce questions from start to finish. When a "Where Is My Order?" ticket comes in, it doesn't just show the info to an agent. It can check the BigCommerce API in real-time, find the tracking information, and draft a friendly, accurate update for the customer.

• It connects all of your knowledge, not just one app. While marketplace integrations focus on BigCommerce, eesel AI learns from your entire ecosystem. It connects to your help center, past Zendesk tickets, Google Docs, and more. This means it can answer complex, multi-part questions that require information from different sources.

• It sets up in minutes, not months. You don't need a team of developers. With a one-click helpdesk integration, you can have a powerful AI agent live and assisting your team the very same day.

• You can test it with zero risk. We understand that quality is everything. That's why eesel AI has a simulation mode. You can test it on thousands of your past tickets to see exactly how it would have replied. This gives you a clear and accurate forecast of your automation rate before you ever go live.

Stop just connecting Zendesk and BigCommerce, start automating support

A basic Zendesk BigCommerce integration is a great starting point for any online store. It puts crucial information in front of your agents, saves them time, and makes their day-to-day work much more productive.

But that's just the beginning. Standard integrations help your human team work more efficiently, which is a key part of any successful support strategy.

If you want to truly scale your support and give customers the instant answers they expect, you can think beyond just data visibility and embrace AI-powered automation that works within the Zendesk ecosystem. Tools like eesel AI build on that integrated foundation to help you understand what customers are asking for and resolve issues on their own. By doing that, you can finally free your agents from the flood of repetitive questions and start lowering your ticket volume.

Ready to see how many of your BigCommerce support tickets could be automated? Try eesel AI for free and find out in minutes.