How to change a Shopware order status from Zendesk

To change a Shopware order status from Zendesk, install Creelwell for Shopware, open the ticket, click the order and choose Change state. Pick the order, the payment or a delivery, choose one of the changes Shopware allows from the current state, tick Let Shopware email the customer if you want, add a comment for the order history and click Change to followed by the new state. Creelwell logs the change on the ticket with the creelwell_state tag.

Before you start

• The Creelwell role needs Orders: Editor and read access to state_machine and state_machine_state. See how to create the Shopware integration.
• Allow state changes must be on, and the agent must match Who may take actions.
• Actions need a ticket, not a new ticket or a user profile.

Steps

1. Open the ticket and click the order.
2. Choose Change state.
3. Pick what to change. Every Shopware order has three states: the order, its payment and each delivery. Choose one.
4. Pick the new state. Creelwell asks Shopware which changes it allows from the current state and offers only those. A final state shows "None: this is a final state in your shop's state machine."
5. Decide on the email. Let Shopware email the customer is off by default, and then Creelwell asks Shopware to skip the state emails. Tick it to send the email set up in your Flow Builder flows for that change.
6. Add a comment for the order history (optional). Creelwell saves it with the change, followed by the ticket number and your name.
7. Read the confirmation and warnings, then click Change to and the new state.

The three states

The exact list depends on your shop's state machine.

Add a tracking code

1. Click Add tracking code on the order.
2. If the order has more than one delivery, pick it, then type the Tracking code. It is added next to any codes already there.
3. Click Add tracking code.

Adding a code doesn't change the delivery state or email the customer. Change the delivery state to Shipped afterwards, with the email ticked, if you want Shopware's shipping email to include it. The ticket gets the creelwell_tracking tag.

Add an internal comment

On Shopware 6.6 and later, Add internal comment adds a dated line with your name and the ticket number below the order's internal comment. Customers never see it. The ticket gets the creelwell_comment tag.

What happens after you confirm

What it costs

Creelwell is $9 per agent per month on the Standard plan, billed monthly by Zendesk, with a 14-day trial (Zendesk asks for a card at install). The Creelwell documentation lists every setting.