This is very problamatic with Zendesk. Pre-Shopify, we leverged rules in Zendesk based on the form subject to automate where form submissions land within the our customer service department/company. This is no longer possible as all submissions look the same now. This is something that should not require a third-party app to solve.
Additionally, the Shopify form comes into Zendesk in a very hard-to read format. It basically drops the form into the conversation thread, rather then passing the text fields. This was not an issue pre-Shopify.
It’s been almost two years since first reported and three times Shopify Staff have replied with updates saying that they have shared the feedback. There have been over two dozen merchants that have expressed concerns on how this affects communication with customers.
I’m not a developer but this feels like a low effort fix that would make alot of us much happier.