Connect & Care for Zendesk – Narvar

Overview

Narvar Connect and Care brings order details and real-time shipment, return, and claim information directly into your Zendesk agent workspace — helping you improve CSAT, reduce WISMO/WISMR contact costs, and build brand confidence.

With the app installed and connected, your agents can:

View order details and real-time statuses of outbound and return shipments without leaving the ticket.
Assist customers with returns and claims on eligible orders (requires the relevant Narvar products).
Have order, email, and phone fields from the ticket automatically populate the app's search — less copying and pasting, faster resolutions.

Estimated setup time: 2–5 minutes.

Before You Begin

Make sure the person performing the setup has:

Zendesk Admin access — required to install the app from the Zendesk Marketplace and approve the authorization.
Narvar Hub Admin (or equivalent) access — required to sign in to Narvar and complete the connection.

Note: Both permission levels are needed by the same person during setup, since the connection flow moves between Zendesk and Narvar.

Step 1: Install the App from the Zendesk Marketplace

Open the Narvar Connect and Care listing on the Zendesk Marketplace (or search for "Narvar Connect and Care"), then click Install.

Step 2: Complete the Installation

You'll be taken to your Zendesk Admin Center to finish the installation:

Select the Zendesk account you want to install the app on (if prompted).
Give the app a Title (you can keep the default).
Optionally enable role or group restrictions to control which agents can see the app.
Click Install.

Step 3: Open a Ticket and Click Connect

In Zendesk Support, open any ticket. You'll see the Narvar Connect and Care app in the Apps panel on the right side of the ticket view, with a Connect button.

Click Connect to begin linking your Narvar account.

Note: If the app doesn't appear right after installation, refresh the page — newly installed apps can take a moment to show up in the ticket view.

Step 4: Sign In to Narvar and Authorize the Connection

Clicking Connect redirects you to Narvar:

Sign in with your Narvar Hub credentials.
Review the Confirm authorization screen. It shows the Narvar retailer moniker, your Zendesk account, and the user you're connecting as — verify these are correct.
Click Confirm.
You'll be redirected to Zendesk's official consent screen. Click Allow to grant access.

Step 5: Verify the Connection

After approving, you're redirected back to Narvar Hub, where a "Successfully connected to Zendesk" banner confirms the connection. The page shows the connected Zendesk email, user, instance URL, and connection date.

Step 6 (Optional): Add Multiple Brands

If you manage multiple brands (Narvar retailer monikers) under the same Zendesk account, add them under Settings → Multi Brand. This lets agents access all of your Narvar monikers from a single Zendesk helpdesk.

Step 7 (Optional): Configure Field Mapping

Field mapping links your Zendesk ticket fields to Narvar, so the app's search is automatically pre-filled from the ticket — agents spend less time copying and pasting and more time helping customers.

Under Settings → Field Mapping:

For Order ID, select the Zendesk field that holds the order number.
For Email, select the corresponding email field. You can also keep Override with Requester Email checked to use the ticket requester's email (ticket.requester.email) automatically.
For Phone, select the field that holds the customer's phone number.
Click Save.

Step 8: Start Using the App

Head back to your Zendesk helpdesk and open a ticket. In the Narvar app panel, search by order number or email address (or let the mapped fields pre-fill the search). Matching orders appear with their items, shipment statuses, and totals.

Editing Your Settings Later

You can revisit and update your Zendesk integration settings (Multi Brand, Field Mapping, Assist Ticket Integration) at any time by going directly to: https://hubn.narvar.com/partnerships/zendesk

Note: Please use this direct URL to manage your Zendesk settings — the integration details are not currently visible when navigating through the Narvar Hub menu.

Need Help?

If you run into any issues during setup, or would like to enable advanced capabilities, reach out to your Narvar CSM or contact support@narvar.com.