When you’re able to connect two tools – especially with software – there tends to be something of a multiplier effect. Essentially, the whole is more powerful than the sum of its parts. It’s why integrations are so useful and a significant consideration when investing in new tools.
For example, when you work in eCommerce connecting your online store to your help desk can be a game changer. It can save agents time and help customers get responses quicker. It can also help reduce errors when processing requests like returns and refunds.
eCommerce teams naturally gravitate towards integrated software solutions that facilitate seamless communication between systems. So, in this article we’re having a look at the integration between Freshdesk and BigCommerce.
We cover what it does, how it works, and provide a few suggestions for some alternatives in case the integration doesn’t suit your needs.
TLDR;
- The BigCommerce integration is limited; it doesn’t allow editing orders or processing refunds and only connects two BigCommerce stores.
- Setting up the integration is technical, requiring admin access to BigCommerce for API details.
- eDesk is built for eCommerce with native integrations, AI support, and the ability to process refunds/cancellations without switching platforms.
- Other alternatives include HubSpot Service Hub and HappyFox, which have their own sets of features and limitations.
Native vs 3rd party integrations
Before diving into the specific Freshdesk and BigCommerce integration, we felt it was important to give some general context about one integration aspect. No matter what an integration does, or what tools it’s between, it falls into one of two buckets: native or third party. What makes the distinction between the two comes down to who created the integration.
Native integrations
Native integrations are integrations created by in-house teams and supported directly by a company. For example, eDesk has native integrations with a number of different direct to consumer eCommerce platforms like Shopify, BigCommerce, and Magento. Essentially, they build and maintain the integration directly.
3rd party integrations
3rd party integrations are integrations created by outside developers. An outside company is given specs and they create an integration. The company general has an approval process for new integrations to ensure they function properly, but are usually fairly hands-off from that point forward.
Deep dive -> Freshdesk alternatives
Freshdesk and BigCommerce integration overview
Freshdesk’s integration with BigCommerce is a 3rd party integration that connects the two systems. With it, reps are able to see order and customer details and make changes to both directly from Freshdesk. The integration is currently only available on their paid plans.
What does the integration do?
The primary function of Freshdesk’s BigCommerce integration is the ability to see customer messages and order details from BigCommerce directly in Freshdesk. Once you’ve set up the integration reps can see a few things like:
- Customer details
- Order status
- Order history
Having access to this information means that reps don’t have to switch over to BigCommerce to get additional context if a customer emails about an issue, which reduces manual work for the rep and helps get customers faster responses.
What are the limitations of the integration?
Having additional information is always useful for reps, but there are a few limitations for Freshdesk’s BigCommerce integration:
- No ability to edit orders and process refunds
- Can only connect two BigCommerce stores total
- Automations & canned responses cannot access order information from BigCommerce.
Depending on how many stores you support, only being able to connect two BigCommerce stores total could be a big downside. However, what we see as the biggest downside is that you’re unable to do things like process returns or cancellations with the integration. For those reps would still have to switch from Freshdesk and log back into BigCommerce. eDesk’s BigCommerce integration allows reps to directly refund and cancel orders without switching, so that is something to consider.
Learn more about eDesk:
Setting up the integration
Setting up Freshdesk’s BigCommerce integration involves a few steps and is somewhat technical. Before you start you’ll need a few things from your BigCommerce account:
- Store name
- Store URL
- API path
- Client ID
- Access token
To get all the information, you’ll need to have an admin account for BigCommerce. Once you log in to the account using admin credentials, you enter your store name, which will bring up the store URL (you can just copy it from your browser window).
Next, you click “Advanced settings” on the left-hand side of your dashboard. From there, you click “API Account” then “Create API account.” Once there you enter a name (which can be whatever you like) and then copy the API path URL.
Once you collect all the information, you log in to your Freshdesk account and go to the Freshworks marketplace. There you can install the BigCommerce app. When you start the installation, you paste the API path URL in the “API path” field on the Freshdesk installation page.
You also need to select “read only” for all the scopes in the “OAuth scopes” section. After that, click save. From there the BigCommerce API credentials modal opens, and you enter the client ID and access token. Once all those steps are complete the integration should be active.
Freshdesk alternatives for BigCommerce support
Though Freshdesk is a well-known support option, it’s not designed to work with eCommerce stores. Depending on your specific wants and needs, there might be a better option on the market for you.
Below are three alternatives to consider.
1. eDesk
eDesk is an all-in-one, eCommerce focused, support solution that utilizes AI technology to help your team be the best it can. When you sign up you get access to a shared inbox, live chat tool, as well as giving you full view and context of customer order information and history, regardless of what platform they ordered from. This information can then be used with AI-powered templates and snippets, saving agents hundreds of hours per year.
The smart inbox feature truly stands out as it automatically sorts and assigns incoming requests, eliminating a large amount of manual work for your team. Further, eDesk also offers integrations with a number of eCommerce stores, including BigCommerce and over 200 marketplaces such as Amazon, eBay, Walmart and more. It’s a native integration and only takes minutes to set up.
With eDesk, you’re able to do everything you can with the Freshdesk integration, plus you can refund and cancel orders without switching tools. Making eDesk a complete solution for teams working with BigCommerce stores.
Along with access to incredible tools, eDesk also has a robust knowledge base, as well as a world-class support team if you ever have any questions about the platform.
2. HubSpot Service Hub
When most people think of HubSpot they probably think about their marketing and sales tools, but they also offer a solution for customer support called Service Hub. Service Hub provides you with access to a number of standard support tools like a shared inbox and live chat tool.
They don’t have a ton of eCommerce focused tools, but do have integrations with a number of the larger eCommerce platforms, including BigCommerce. It is a third-party integration, so they don’t support it directly. It allows you to see customer details, but you aren’t able to process refunds or do cancellations from Service Hub with it.
3. HappyFox
HappyFox is a support platform that gives teams access to tools to handle customer requests from various channels. Similar to Service Hub, they offer a pretty standard set of support tools like a shared inbox and knowledge base builder. They do also have a live chat solution, but it’s separate and is an additional cost if you want to use it.
They do have a native integration with BigCommerce that lets reps see things like order and shipping details, as well as customer information. Having that information can help reps solve issues faster, but they aren’t able to process refunds or cancellations directly from the platform like you can with eDesk.
Final thoughts
Being able to connect the different tools you use is a huge help when supporting customers, especially if you work in eCommerce. Freshdesk’s BigCommerce integration is certainly appealing, and could be the right solution for some teams, but it’s only one of the options on the market.
Buying any support tool is a big step, so it’s a good idea to consider the options and see what will truly be the best fit for you, your team, and customers.
