How to change a PrestaShop order status from Zendesk

By Jake Marsh · Updated

To change a PrestaShop order status from Zendesk, install Caddywell for PrestaShop, open the customer's ticket, click the order in the sidebar and choose Change status. Pick the New status, tick Email the customer (the status's email template) if you want PrestaShop to send it, add an optional note for your team and click Set followed by the status name. Caddywell logs an internal note and the caddywell_status tag on the ticket.

Before you start

  • The Webservice key needs Add (POST) on order_histories, besides View (GET) on the order resources. See how to create the key.
  • Allow status changes must be on in Caddywell's settings.
  • The agent must match Who may take actions: admin (the default), agent for everyone, custom role ids, or group:<id>.
  • Actions work on tickets, not on a new ticket or a user profile.

Steps

  1. Open the ticket. Caddywell lists the requester's orders from every shop, matched by every email on their Zendesk profile, guest checkouts included.
  2. Click the order. If it isn't listed, type the order reference (XKBKNABJK), the order id (1043) or another email in the lookup box.
  3. Choose Change status and pick the New status from the list.
  4. Decide on the email. Tick Email the customer (the status's email template) to have PrestaShop send that status's email, if the status has one. Leave it off and no email is sent.
  5. Add a note for the ticket (optional). It goes into the internal note, for your team.
  6. Read the confirmation and any warnings, then click the button. Nothing is sent until you do.

What PrestaShop does

Caddywell adds the status to the order's history, which runs the same steps as the back office status dropdown: stock, invoice and delivery slip numbers, a payment record when the new status counts as paid, and your modules' reactions to the status.

Warnings you may see

SituationWhat Caddywell tells you
Setting a status that counts as paid on an unpaid orderPrestaShop records a payment for what is left on the invoice, so only use it once the money has arrived
Canceling a paid orderCanceling does not refund what was already paid; refund it in the back office
Setting RefundedThe status changes only: no money moves, no credit slip is made and nothing goes back to stock
A status that counts as shippedPrestaShop treats the order as shipped from then on (stock, delivery slip)
A status that belongs to a moduleThat module may act on it, for example capture or refund a payment

Limit which statuses agents can set

SettingWhat it does
Statuses agents may setStatus ids, comma separated, like 3, 4, 5, 6. Empty means every status that isn't deleted
Canceled status idPrestaShop's default is 6. Canceled orders move again only for admins
Refunded status idPrestaShop's default is 7. Refunded orders move again only for admins
Language id for status namesWhich language the status list is shown in. Empty uses the first language

Status ids are in the back office under Shop Parameters > Order Settings > Statuses, in the ID column.

What happens after you confirm

WhereWhat changes
PrestaShop orderA new line in the status history, plus whatever the status triggers
Customer's inboxThe status email, only if you ticked the box and the status has one
Zendesk ticketAn internal note with the order, the change and the agent, plus the caddywell_status tag

If the store doesn't answer, Caddywell never sends the change a second time on its own. It reads the order again: if the new status is there, it logs it; if not, it shows "PrestaShop did not confirm this" and says nothing changed, so you can try again.

What it costs

Caddywell for PrestaShop starts at $32 a month per Zendesk account for up to 3 agents and admins (Team $75 up to 10, Business $175 up to 25, Scale $7.50 per agent above 25), billed monthly by Zendesk after a 14-day trial. The documentation has every setting.

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 don't I see Change status on an order?

Your role or group isn't in Who may take actions, status changes are off, the order is canceled or refunded (admins only), or you're on a new ticket or a user profile.

Does changing the status email the customer?

Only if you tick the email box and the status has an email template in PrestaShop. Otherwise no email is sent.

Can I use this to refund an order?

No. PrestaShop's Webservice has no refund operation. Setting Refunded changes the status only; make the refund itself with Partial refund or Standard refund on the order in the back office, which Open in PrestaShop takes you to.

Can I stop agents from canceling orders?

Yes. Leave the Canceled status id out of Statuses agents may set. Admins can still change it from the back office.

More Caddywell for PrestaShop guides

More Zendesk guides