NEW
Trolleywell for BigCommerce
The requester's BigCommerce orders on the ticket: refunds, status changes, staff notes, all logged.
連携対象
Support
開発者
Great Work LLC
About this app
See the customer's BigCommerce orders on the ticket, and sort them out without leaving Zendesk. When someone writes in about an order, Trolleywell shows every order they placed in your store next to the ticket: items with current stock, totals, shipping, payment, shipments and tracking, refunds, order messages and staff notes, with their lifetime value. Agents you allow can refund, change an order's status or add a staff note, and every action is written to the ticket as an internal note.
Trolleywell is built by Great Work LLC. It is not made or endorsed by Zendesk or BigCommerce. BigCommerce is a trademark of BigCommerce Pty. Ltd.
Every order, matched automatically
- Found by every email address on the requester's profile, from their customer account and guest checkouts alike.
- Each order in full: items with SKUs and current stock, totals, shipping, payment, refunds, the checkout comment, order messages and staff notes.
- Tracking from the order's shipments, plus lifetime value and average order, net of refunds.
No match? Look up any order number or email from the sidebar.
Refunds the way BigCommerce does them
- Quote first. Pick items, shipping or a custom amount, and BigCommerce works out the refund and tax. Nothing changes until you confirm.
- Back to the original payment where the payment provider allows it, or recorded offline when you return the money another way.
The amount can never exceed what is left on the order, and refunds above a limit you set need an admin.
Status changes and staff notes with guard rails
- Change status, with Completed allowed on paid orders only. Trolleywell warns when a cancellation does not refund a payment.
- Add a staff note: a dated line added below the order's existing notes, never over them.
Every action shows a confirmation before anything is sent.
- You decide who may act: admins only by default, or agents, custom roles or groups you list. Each action type can be switched off.
Logged on the ticket, every time
- Each action adds an internal note to the ticket with the order, amounts, reason and agent, plus a tag you can use in views and reports.
If BigCommerce's answer gets lost, Trolleywell checks the order again, so an action is never sent twice.
Multi-storefront and several stores
Map each Zendesk brand to its BigCommerce channels (storefronts and marketplaces); agents see that brand's orders first and can show all channels.
Connect up to three BigCommerce stores, for example one per region. Trolleywell opens the store mapped to the ticket's brand, and agents can switch.
Plan (billed monthly by Zendesk)
Standard: $9 per agent per month. Every feature is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Your access token is stored as a Zendesk secure setting. It never reaches agents' browsers: Zendesk adds it to each request on the way to BigCommerce, and only to api.bigcommerce.com. Read-only scopes give the sidebar; Orders (modify) is needed only for the actions you turn on. Trolleywell has no Great Work server, keeps no copy of your BigCommerce or Zendesk data, has no export, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI. Nothing to install in BigCommerce.
Support
Email hello@greatwork.company. We reply within one business day.
アプリの詳細
インストール方法
- In BigCommerce, go to Settings > Store-level API accounts > Create API account, type V2/V3 API token, name it "Trolleywell for Zendesk". Set the OAuth scopes: Orders: modify, Customers: read-only, Products: read-only and Channel listings: read-only. For a view-only sidebar, use Orders: read-only instead. Click Save and keep the page open: BigCommerce shows the access token only once, with the API path.
Install Trolleywell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Paste the API path (like
https://api.bigcommerce.com/stores/abc123/v3/) into Store hash or API path, and the Access token into Access token. Zendesk stores the token as a secure setting; agents never see it and Zendesk only sends it to api.bigcommerce.com. - Optional, for multi-storefront: in Channels per brand, map Zendesk brand ids to BigCommerce channel ids, like
360001: 1; 360002: 1002. Channel ids are in Channel Manager. Optional: add a second or third store with its own API path, token and name, and list the Zendesk brand ids that should open each store.
- Choose Who may take actions:
admin(the default),agentfor everyone, custom role ids, orgroup:<id>for groups, separated by commas. Switch each action type on or off, and set the Largest refund without an admin (0 means no limit). Open a ticket from a customer. Trolleywell shows their orders in the sidebar. Actions write an internal note on the ticket.
If the sidebar says BigCommerce did not accept the token, or that the API account lacks a scope, the setup guide at https://greatwork.company/apps/trolleywell-for-bigcommerce/docs has the fix. A missing scope can be added to the same API account; the token stays the same.
Trolleywell creates nothing in your Zendesk account and installs nothing in BigCommerce. It adds internal notes and trolleywell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored tokens; also delete the API account in BigCommerce.
レビュー投稿にご協力ください
Zendeskコミュニティで体験を共有しましょう