How to map BigCommerce storefronts to Zendesk brands

To map BigCommerce storefronts to Zendesk brands, open Trolleywell's settings and fill in Channels per brand with each Zendesk brand id and its BigCommerce channel ids, like 360001: 1; 360002: 1002. Channel ids are in BigCommerce's Channel Manager; brand ids are in Admin Center > Account > Brand management. Agents then see that brand's orders first and can click Show all channels.

Two setups, pick yours

Map channels to brands (multi-storefront)

1. Find the channel ids. In BigCommerce, open Channel Manager. Each storefront or marketplace has a channel id.
2. Find the brand ids. In Zendesk, open Admin Center > Account > Brand management. The id is in the brand's URL.
3. Write the mapping. In Trolleywell's settings, fill in Channels per brand as brand id: channel ids, with a semicolon between brands. One brand can have several channels, separated by commas:

360001: 1, 1002; 360002: 1003

4. Save and open a ticket from each brand to check.

On a ticket from brand 360002, the sidebar shows the requester's orders from channel 1003 first. Show all channels lists every order they placed, whichever storefront it came from. The scope Channel listings: read-only on the API account lets Trolleywell name the storefront or marketplace each order came from.

Connect a second or third store

1. Create a store-level API account in the other store, with the same scopes as the first.
2. Fill in store 2 in Trolleywell's settings: its store hash or API path and access token. A store turns on once these are set. Give it a store name so agents can tell the stores apart.
3. List the brands whose tickets should open this store first in Brands for this store.
4. Repeat for store 3 if you have one.

A ticket opens the store mapped to its brand. Agents can switch stores in the sidebar at any time, for example when a customer of one brand ordered from the other.

Example

What is per store and what is shared

Each store has its own store hash, access token, store name, Brands for this store and Channels per brand. Who may take actions, the action switches and Largest refund without an admin are set once and apply to every store. The store name shows in the sidebar and in ticket notes, so it's clear which store an action changed.

What it costs

Trolleywell for BigCommerce is $9 per agent per month on the Standard plan, billed monthly by Zendesk. Multi-storefront channels and up to three stores are included, with a 14-day free trial (card required). Every setting is in the Trolleywell documentation; Zendesk explains brands in Setting up multiple brands.