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Find your product below, or email us. Include your store address or Zendesk address and what you expected to happen. We reply within two working days. info@ibamsolutions.com
Contact us →Enhanced Messaging WidgetThe branded multi-tab widget for your site: Home, Messages, Help and contact tabs.8 questions
How do I install the widget?
Install it from the Zendesk Marketplace, then set up your branding and tabs in the widget editor. The setup is designed to take about five minutes, and no developers are needed.
What do I need in my Zendesk to use it?
A Zendesk account. The Help tab shows your Zendesk Help Center and the Messages tab uses Zendesk Messaging, so those need to be set up in your Zendesk. The Home tab, contact form and custom tabs work with your own content.
How does the free trial work?
All plans include a 14-day free trial with full access. You can cancel anytime, and upgrade or downgrade whenever you like.
How is it priced, and can I pay yearly?
Plans are priced per agent. Paying yearly is 17% cheaper (12 months for the price of 10), and monthly billing is available too. If you prefer to pay by invoice, or have 50 or more agents, contact us for a quote.
How do I show different content on different pages?
Use Page Rules to show specific content on specific URLs. Starter does not include page rules, Pro includes up to 5 per widget, and Enterprise has unlimited page rules.
The widget does not show up on my site.
Check that the widget is enabled and that no page rule excludes the page you are testing. Reload the page without cache to make sure you are not seeing an old version. If it still does not appear, contact us with the page address.
Which languages are supported?
The widget supports multiple languages, and AI-powered translation helps you localise your content.
Can I see how customers use the widget?
Enterprise includes an analytics dashboard. It is optional, and if you enable it it measures widget interactions such as tab views and article clicks.
IBAM Order TrackingLet your customers check their order status in the widget. Connects to your store (for example Shopify) or delivery service.8 questions
What is Order Tracking and how does it work?
Order Tracking is a feature of the Enhanced Messaging Widget. You connect your store (for example Shopify) or a delivery service to IBAM. When a customer enters an order number and email address, IBAM reads that one order from your system and shows what you have chosen to show.
Does IBAM store my customers' order data?
No. A lookup is processed in memory to answer that request and is not stored. Order numbers, email addresses, tracking numbers and addresses are not written to logs. The access token that lets IBAM read orders is stored encrypted until you remove the connection.
Why do customers have to enter their email address?
The email address is only used to check that the order belongs to the person asking.
The code on the install page does not work.
Codes work once and last one hour. Open the app again from your Shopify admin to get a new one.
Customers cannot find an order.
Check that the order has an email address, that the number matches the number shown to customers, and that orders older than 60 days need the extra Shopify permission read_all_orders.
My store shows as not connected.
Use Test connection in the IBAM app. If Shopify refuses access, remove the connection and install the app again from Shopify.
I want customers to see less.
In the widget editor, open the Orders section and switch off the fields you do not want shown.
Removing the app.
Uninstall it in Shopify; IBAM deletes the stored access.
Zendesk Marketing ToolSend email campaigns and follow-up sequences to your customers from inside Zendesk.10 questions
How do I get started?
Book a demo and we walk you through the tool in your own Zendesk account. It is a private app installed directly in your Zendesk, and setup and migration support is included on all plans.
How are the emails sent?
Each email is sent as a ticket in your own Zendesk, and Zendesk sends the email. Replies land as tickets in your Zendesk.
How do unsubscribes work?
Every email has an unsubscribe link. An unsubscribe is kept as an opt-out record, so a person who has opted out is not emailed again, even after you have erased the person's other data.
What counts towards my contact limit?
The app counts the contacts you reach each month against the contact limit of your plan (500 on Starter and 2,000 on Growth; Enterprise is unlimited). Contacts are read live from Zendesk when you send.
How are opens and clicks measured?
Emails contain a tracking pixel and tracked links. For each open or click we store the time, the link and a shortened user agent, never the IP address. We filter out automated events, such as link scanning by corporate mail security systems, so the numbers reflect real people. Open counts are never exact, because some mail clients block images.
Sending has stopped. Why?
An administrator may have withdrawn the acceptance of the Terms and DPA in Settings, which pauses all campaigns immediately. Accepting again does not restart campaigns; you start them again yourself. When we publish a new version of the Terms or DPA you are told once: running campaigns keep running, but new campaigns, uploads and sends need the new acceptance.
How do I choose which notification emails I get?
In Settings, administrators choose per notification type (for example reply, campaign completed, unsubscribe, contact limit, terms updated and payment failed) whether it is emailed instantly, in a daily summary at 08:00 in your timezone covering the previous day, both, or not at all, and to which addresses (up to 10). Notifications are sent through your own Zendesk and never name the contact involved.
How do I look up, export or erase one person's data?
Administrators use Privacy & data in the app: look up an email address, download what is held about the person as a JSON file, or erase the person. An existing opt-out is kept so that the person is never emailed again.
How do I export or delete all of my data?
In Settings > Privacy & data, Download everything gives you all data held for the account as one JSON file. Settings > Delete my data (administrators only) deletes everything after 7 days, or 7 days after your subscription ends, and you can cancel until then. Delete now cancels the subscription immediately without refund and deletes everything at once. Invoices in Stripe, and campaign tickets and emails in your own Zendesk, are not deleted.
How long is send history kept?
You choose: any number of days from 1 to 3,650, or for ever. The default is 24 months. When it expires, finished send history is either anonymised (statistics stay) or deleted, as you choose. Work in progress, uploaded contact lists and opt-outs never expire.
Integration BridgeA managed integration middleware that connects Zendesk with your systems.6 questions
What is a managed integration middleware?
A layer between your systems and the APIs you want to reach. It handles authentication, token renewal, data translation and error handling in one place. As a managed service, we build, host and operate the connection for you.
Do we need to hire a developer?
No. You do not need to build or maintain the integration in-house. Your systems only need one fixed key.
Can you connect Zendesk with our business system or e-commerce platform?
Yes. The service is platform-agnostic. We connect Zendesk, Intercom and Freshdesk to e-commerce (Shopify, WooCommerce), business systems and payment providers (Klarna, Stripe, Fortnox, Visma, HubSpot). If it has an API, we can generally build a connection.
What happens if an API changes or stops working?
The middleware catches the change. Your systems continue working while we fix it. Every request is logged and monitored.
Where are our API keys and passwords stored?
Securely in our infrastructure; they never leave it. Short-lived logins are renewed automatically. Your systems only need one fixed, unchanging key.
How do we get started?
Tell us what you want to connect using the contact button on the page, and we will come back to you with how we would do it.
CX Migration ToolMove your helpdesk history to Zendesk with zero data loss.7 questions
Which helpdesks can you migrate from?
Any helpdesk that provides API or export access, including Freshdesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Jira Service Management, Help Scout and others. If your system can export data, we can work with it.
How is a migration done?
In four steps: we connect read-only to your current system and map your data, run a free demo migration so you can check the result, run the full migration with a live status portal, and reconcile the result to confirm that nothing was lost.
How long does a migration take?
It depends on the volume of data and the complexity of your setup. A small helpdesk with a few thousand tickets typically takes a few days. Larger, more complex migrations take longer. We scope it upfront and give you a timeline before we start.
Can we keep using our current system while you migrate?
Yes. Your team keeps working as normal. We migrate the historical data in the background, and you cut over to Zendesk when you are ready.
What does the free demo migration include?
A real sample of your data, typically several hundred to a few thousand records, migrated to your Zendesk account so you can verify the results before committing. No cost, no setup fee.
What happens if something does not map correctly?
The demo migration is designed to surface those issues. We review the results with you, fix any mapping problems, and run the full migration once you are satisfied.
Do we need a specific Zendesk plan?
No. We work with all Zendesk plans: Suite Team, Growth, Professional and Enterprise. We tell you upfront if any features you want require a higher plan.
Billing, privacy and securityInvoices, terms and how we handle data.5 questions
Can I pay by invoice?
Yes. If you prefer to pay by invoice, contact us.
Where can I read your terms, privacy policy and DPA?
They are linked below and in the footer of every page.
Who is responsible for my customers' data?
You are the controller of the data you process with our apps and IBAM is your processor, as set out in the DPA. For your own account and billing data, IBAM is the controller.
A person has asked me about their data. What should I do?
As the controller you answer the person. The tools in our apps help you, for example Privacy & data in the Marketing Tool. Contact us if you need help.
How do I report a security issue?
Email info@ibamsolutions.com with the details. We review the report and get back to you.