Postiewell: setup and help
Postiewell shows your customer's Maropost Commerce Cloud (Neto) orders next to their Zendesk ticket: items, payments, tracking, returns and lifetime spend. The agents you choose can add a sticky note to an order or change its status, with every action logged on the ticket. $9 per agent per month (USD) after a 14-day trial.
What you need
- Zendesk Support (any plan that allows Marketplace apps) and admin access to install.
- A Maropost Commerce Cloud store and a control panel user who can add staff users.
Create the API user and key
Maropost recommends a user-based API key: it's tied to one staff user, limited by that user's permission group, and you can revoke it without touching anything else.
- In the Maropost control panel, add a staff user for Zendesk (Maropost's help article "Add a staff user account").
- Give it a permission group (Maropost's help article "Set up staff permission groups") that can view orders, customers and returns. If agents will add sticky notes or change statuses, it also needs to update orders.
- Generate an API key on that staff user. Keep the key in Zendesk only.
Zendesk stores the key as a secure setting and inserts it into the NETOAPI_KEY header on the way
to your store; agents never see it.
Install
Follow the installation guide on the listing:
- Store domain: your webstore's domain in lowercase, like
www.yourstore.com.au, withouthttps://or a slash. Zendesk only sends the key to this exact domain, so it must match the address your API answers on. - API username: the staff user's username.
- API key: the key from that user.
- Store currency: the currency your prices are in (default AUD). Maropost orders don't say their currency, so Postiewell uses this for every amount.
Several stores and brands
- Store label: the name agents see (default: Maropost).
- Brands for this store: Zendesk brand ids whose tickets open this store first (Admin Center > Account > Brand management; the id is in the brand's address).
- Stores 2 and 3: fill in the store domain to turn one on, then its API username, key and currency. Agents switch stores in the sidebar.
How orders are matched
- Every email on the requester's Zendesk profile (up to five) is looked up as a Maropost customer.
- Postiewell reads those customer accounts' orders (up to 50 at once, plus everything placed in the last 180 days when there are more) and keeps an order only when it was placed with exactly one of the requester's addresses. Orders on the same account placed with another email are counted and hidden.
- Order numbers written in the ticket subject or first message (like N10155, or digits after "order", "#", "invoice" or "ref") are read too. If the order's email isn't the requester's, it's listed by number with a masked email, never shown. An agent can look it up on purpose.
The lookup box takes an order number or an email address.
What the sidebar shows
- The customer: lifetime spend over the orders found (cancelled orders, quotes and uncommitted carts left out), order count, unpaid and shipped orders, customer group, credit hold, customer since.
- Each order: status, items with SKU and backorders, totals with coupon and GST, each payment and the paid state, delivery address and instructions, tracking from each order line with carrier links, items still to ship, returns (RMAs) with reasons, outcomes and refunds, and sticky notes.
- Insert status in reply adds the status and tracking to the reply for the agent to edit.
Actions
| Action | Setting | Default | What happens |
|---|---|---|---|
| Add sticky note | Allow sticky notes | On | A new sticky note on the order, titled "Zendesk ticket #123 (ref)". Existing notes are never edited |
| Change status | Allow status changes + Statuses agents may set | Off; list "On Hold" | The order moves to the chosen status. Postiewell never asks Maropost to send an email, but your store's own rules for that status still run |
Each action is confirmed first, checked against a fresh read of the order (nothing is sent if
someone changed the status meanwhile), sent once, read back, and logged as an internal note with a
postiewell_note or postiewell_status tag. If Maropost's answer is lost, or it answers with a
warning, Postiewell reads the order again instead of sending twice.
Who may act: "admin" (default), "agent" (everyone), custom role ids, or "group:
Statuses agents may set: any of New, New Backorder, Backorder Approved, Pick, Pack, Pending Pickup, Pending Dispatch, Dispatched, Cancelled, Uncommitted, On Hold. Cancelling doesn't refund a payment, and Dispatched from Zendesk carries no tracking number.
Open in Maropost link
Open any order in your control panel, copy the address after your domain and put {id} where the
order number is, for example /_cpanel/order/vieworder?id={id}. Postiewell adds your store's domain.
Troubleshooting
| Message | Fix |
|---|---|
| Maropost didn't accept the API username and key | Check the username and generate a new key on the staff user; check its permission group |
| No Maropost API at the store domain | The store domain is wrong or points elsewhere; use your webstore's own domain |
| Zendesk refused the request (HTTP 403) | The store domain setting doesn't match the domain the app calls, or the key is missing; re-enter both |
| "isn't usable as the store domain" | Remove https://, any slash or capitals |
| No orders for this requester | The customer used another email; look the order up by number, or add their other email to their Zendesk profile |
| Change status not offered | Turn on "Allow status changes" and list the statuses |
Uninstall
Uninstalling removes the app and its settings, including the key. Postiewell created nothing in
Zendesk; the postiewell_* tags stay on past tickets and the sticky notes stay on your orders. You
can also delete the staff user or its key in Maropost.
Support: hello@greatwork.company, reply within 1 business day.