Whether you sell t-shirts, beauty supplies, or high-end computer parts, some of your customers are going to reach out to you with inquiries about your products or their orders.
Zendesk is a popular customer service and engagement platform that allows you to consolidate all customer service inquiries in a single place.
Since your customer service team may not always have access to ShipStation, we've built the ShipStation App for Zendesk so any of your Zendesk users can get information about the customer's orders and shipments in ShipStation.
This article provides information on the following topics:
Install & Set up the App
To set up the ShipStation App:
- Install the ShipStation App. You can find it by searching in the Zendesk App Marketplace.
- Click the Install link on the Zendesk App Marketplace.
- In ZenDesk, click the Settings icon.
- Under Apps, click Manage.
- Click the ShipStation app icon to open the App Settings.
- Under App Configuration, enter your ShipStation API Key and Secret. If you don't know your ShipStation API Key and Secret, follow the steps provided in our article How can I get access to ShipStation's API?.
- Click Save Settings.
After setup has been completed, you'll see the ShipStation App in your Zendesk App panel when viewing Zendesk tickets.
View Customer Order History
With the ShipStation App, you can view customer order history from ShipStation directly in Zendesk.
Whenever you open a ticket in ZenDesk, the ShipStation App will use the ticket's Requester Name to search the ShipStation order database for any orders with a matching Recipient Name. Any results found will be listed in the ShipStation App panel.
Click on the order to open a window with additional details about the order, including the recipient address information, the products ordered, and any related shipments.
Click the X icon in the top-right corner to close the window.
Search by Order Number
You can also locate order information based on order number.
If the app is not able to locate any orders for a customer when searching by the ticket's Requester Name, the order search view will be displayed in the ShipStation App panel.
You can also access the order search view by clicking the magnifying glass icon.
Enter the search term and click Search.
The app will search the ShipStation order database for any orders that Start With the search term.
Just like with the customer order history, clicking on the order will open the window with additional details about the order, including the recipient address information, the products ordered, and any related shipments.
NOTE: When you search by order number, the customer name and e-mail address which is displayed at the top of the list will match the customer from the first order in the list. Other orders on the list may belong to other customers.
If you want to cancel the search and return to the customer history view, click the Home icon.