How to add a PrestaShop tracking number from a Zendesk ticket

By Jake Marsh · Updated

To add a tracking number to a PrestaShop order from Zendesk, install Caddywell for PrestaShop, open the ticket, click the order and choose Add tracking (or Change tracking if a number is already set). Type the Tracking number, tick the box to email the customer the "in transit" message if you want, and click Save tracking number. The number is saved on the order's carrier and logged on the ticket with the caddywell_tracking tag.

Before you start

  • The Webservice key needs Modify (PUT) on order_carriers, besides View (GET) on carriers and order_carriers. See how to create the key.
  • Allow tracking numbers must be on in Caddywell's settings, and the agent must match Who may take actions.

Steps

  1. Open the ticket and click the order the customer is asking about. Caddywell shows the carrier and, when a number is set, a tracking link built from the carrier's tracking URL in PrestaShop.
  2. Choose Add tracking, or Change tracking to replace a wrong number.
  3. Type the tracking number.
  4. Decide on the email. Tick Email the customer the "in transit" message to have PrestaShop send it with the number. Leave it off and no email is sent.
  5. Add a note for the ticket if your team needs context, then read the confirmation. It says "Set tracking number" or "Replace tracking number" with the old and new values.
  6. Click Save tracking number.
  7. Reply with the link. Click Insert status in reply to add the order reference, status, carrier and tracking link to your Zendesk reply.

What happens after you save

WhereWhat changes
PrestaShop orderThe tracking number on the order's carrier
Customer's inboxThe "in transit" email with the number, only if you ticked the box
Zendesk ticketAn internal note with the order, the number and the agent, plus the caddywell_tracking tag

Multistore carriers

In a multistore, a carrier can belong to one shop. Caddywell reads each order's carrier in that order's own shop, so the tracking link uses the right carrier URL in every shop.

Leave a note on the order too

Customers often write in about a parcel that hasn't moved. After fixing the tracking number you can also choose Add message on the order:

OptionWho sees it
Team onlyA private note on the order in the back office
Visible to the customerShown with the order in their account on your store. PrestaShop does not email it, so also reply in Zendesk

Messages need PrestaShop employee id for messages set in Caddywell (Advanced Parameters > Team, the ID column) and Add (POST) on customer_threads and customer_messages. They are tagged caddywell_message.

What it costs

Caddywell for PrestaShop is $32 a month for up to 3 agents and admins, $75 for up to 10, $175 for up to 25, or $7.50 per agent per month above 25. Billed monthly by Zendesk, with a 14-day trial. Every setting is in the documentation.

Caddywell for PrestaShop

PrestaShop orders from every shop on the ticket: status, tracking, messages. No module needed. From $32 a month per Zendesk account.

Install Caddywell for PrestaShopAbout Caddywell for PrestaShopDocumentation

Questions

Why is there no tracking link on the order?

Either no tracking number is set yet, or the carrier has no http or https tracking URL in PrestaShop. Caddywell builds the link by putting the number where the carrier's URL has @, so add that URL to the carrier in the back office and the link appears.

Can I correct a wrong tracking number?

Yes. Choose Change tracking. The confirmation shows the number being replaced, and the internal note records both.

Does saving a tracking number change the order status?

No. Tracking and status are separate actions. Use Change status if the order should also move to Shipped.

Why is Add message missing?

Messages stay off until the PrestaShop employee id is set in Caddywell's settings, and Allow order messages must be on.

More Caddywell for PrestaShop guides

More Zendesk guides