How to Set Up Zendesk SAML SSO With Shopify

Connect your Shopify store with Zendesk to simplify customer access to your help center. Using the MO: SSO login to LMS, CRM, CMS app, you can configure Zendesk SAML SSO with Shopify as the identity provider (IdP), allowing customers to access the help center through their existing Shopify login instead of maintaining a separate Zendesk password.

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Configure SSO for Shopify Using Zendesk as the Identity Provider

For the reverse integration, where Zendesk acts as the identity provider (IdP) for Shopify, follow Zendesk as an identity provider for Shopify setup guide.

Prerequisite: MO: SSO login to LMS, CRM, CMS

Before configuring Zendesk SAML SSO with Shopify, install the miniOrange application in your Shopify store.

Log in to your Shopify Admin.
Go to Apps → Shopify App Store.
Search for MO: SSO login to LMS, CRM, CMS by miniOrange.
Click Get this application to add the app to your store.
Open the app from Apps to begin configuring Zendesk SAML SSO.

Step-by-Step Guide to Configure Zendesk SAML SSO With Shopify

Step 1: Configure Zendesk as Service Provider (SP) in Shopify

Go to your shopify store, click on Apps tab and select SSO login to LMS, CRM, CMS application.

Zendesk SSO using Shopify as IDP - shopify apps section

Click on the Setup Application button in the left navigation bar.

Zendesk SSO using Shopify as IDP - setup application tab

From the left navigation bar select Apps and click on Add Application button.

Zendesk SSO using Shopify as IDP - add application

Search for Zendesk and then Click on Zendesk Application.

Zendesk SSO using Shopify as IDP - search for zendesk

In the Add Application Section and Add Policy Section, enter the values by refering the below table.

Zendesk SSO using Shopify as IDP - idp configuration

Zendesk SSO using Shopify as IDP - add policy settings

Custom Application Name	Choose appropriate App name
SP Entity ID or Issuer	https://your_domain.zendesk.com/
ACS URL	https://your_domain.zendesk.com/access/saml
Single Logout URL	http://samldemo.zendesk.com/home
Name ID	E-Mail Address
Name ID Format	urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress
Audience URI	https://your_domain.zendesk.com/access/saml
Group Name	DEFAULT
Policy Name	Zendesk
Login Method	Password

Click on Save button.
Your application is saved successfully. Now click on the Select button against your newly created application. Go to Metadata.

Zendesk SSO using Shopify as IDP - get SP metadata

On the Metadata page, click on Show Metadata Details under INFORMATION REQUIRED TO AUTHENTICATE VIA EXTERNAL IDPS. Keep the Information handy as these will be used in furthur steps.

Zendesk SSO using Shopify as IDP - sp metadata

You have completed Shopify side configuration.

Step 2: Configure Shopify as Identity Provider (IDP) in Zendesk

Login to your Zendesk account domain at https://[your-subdomain].zendesk.com/admin/security/sso.
Click on the Settings icon in the left pane.
Navigate to Account section and click on Single sign-on tab in the left pane.

Zendesk SSO using Shopify as IDP - single sign on tab zendesk

Click on Edit.
Enter SAML SSO URL, Certificate fingerprint and Remote logout URL value in the required fields that you got from Step 1.

Note: Copy the X.509 Certificate from here, and convert it into SHA256 fingerprint certificate using any external convertor.

(OPTIONAL) IP ranges: Enter your IP ranges. Requests from these IP ranges will always be routed via remote authentication. Requests from IP addresses outside these ranges will be routed to the normal sign-in form.

Zendesk SSO using Shopify as IDP - ip range

Click on Save button to save the Single Sign-On (SSO) SAML settings.
If you want to enable enterprise SSO with SAML for Staff members and/or for End users, go to the corresponding tab, check External authentication, then click Save:

Staff Members:

Zendesk SSO using Shopify as IDP - staff user authentication

End Users:

Zendesk SSO using Shopify as IDP - end user authentication

Now navigate to the Guide Section in Zendesk application.

Zendesk SSO using Shopify as IDP - get guide section

Go to Guide admin section and navigate to the Guide Setting in Zendesk application.

Zendesk SSO using Shopify as IDP - Go to Guide admin section and navigate to the Guide Setting

Now navigate to the setting >> guide setting and then click on Activate to activate help center.

Zendesk SSO using Shopify as IDP - click on Activate to activate help center

You have completed Zendesk side configuration.

Step 3: Testing Single Sign-On (SSO) for your Zendesk Application

Go to your Zendesk application and click on SIGN IN button.

Zendesk SSO using Shopify as IDP - zendesk sign in button

You will be redirected to Shopify store Sign on Page. Enter your Shopify Store login credentials and click on Sign in.

Zendesk SSO using Shopify as IDP - Login into Shopify using Zendesk credentials

You will be successfully logged in to your Zendesk application.

Hence, you have configured Shopify store as an Identity Provider for your Zendesk application.

Frequently Asked Questions

Can customers log in with Shopify while agents keep their Zendesk login?

Yes. Zendesk allows administrators to configure external authentication separately for staff members and end users. Enable SAML SSO for end users while leaving it disabled for staff members if agents should continue using their existing Zendesk sign-in method.

Are Zendesk accounts created automatically for Shopify customers?

Yes. When a new customer successfully signs in to Zendesk through SAML SSO for the first time, Zendesk creates a user profile using the identity information received from the identity provider. The customer can then authenticate through Shopify without needing a separate Zendesk password.

What happens to customers who already have a Zendesk profile?

Customers with existing Zendesk profiles can use SAML SSO when their Shopify identity matches the identifier associated with their Zendesk account, such as their email address or configured external ID. Zendesk can update supported profile attributes when the customer signs in. Verify that the identifier passed by Shopify matches the existing Zendesk profile to help prevent account mismatches.

Can I send customer details like name, organization, or tags to Zendesk?

Zendesk supports receiving additional user attributes through SAML assertions, including a customer's name, organization, and tags. These attributes must be included in the SAML response using the attribute names and mappings Zendesk supports. The basic configuration uses the customer's email address as the Name ID; additional attribute transfer requires appropriate configuration and verification.

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