Sacolawell: setup and help
Sacolawell shows your customer's Nuvemshop (Tiendanube) orders next to their Zendesk ticket: items, payment, shipping and tracking, found by their email or the CPF/CNPJ in the ticket. The agents you choose can add a note to an order or cancel an unshipped one, with every action logged on the ticket. In Portuguese, Spanish and English. $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 Nuvemshop or Tiendanube store, and its owner (or a user who can install apps) to approve the connection once.
Connect your store
- Install Sacolawell from the Zendesk Marketplace.
- On the install page, connect your store. Zendesk sends you to Nuvemshop: sign in as the store owner and accept Sacolawell's access to orders and customers. Nuvemshop sends you back to Zendesk, which keeps the connection. Agents never see the access token, and Zendesk only sends it to the Nuvemshop API.
- Enter your store id: open your store's home page, view the page source (Ctrl+U, or
Option+Command+U on a Mac), search for
LS.storeand copy the number afterid :.
Sacolawell then appears in your Nuvemshop admin's list of installed apps. One Zendesk account per store: connecting the same store from a second Zendesk account disconnects the first.
Already have an access token? If your agency gives you a Nuvemshop access token for your
store, set "Connection" to token and paste it into "Access token" (a Zendesk secure setting)
instead of step 2.
Settings
| Setting | Default | What it does |
|---|---|---|
| Store id | (required) | The number in every API request for your store |
| Store label | Nuvemshop | The name agents see in the sidebar |
| Fallback currency | BRL | Only used when an order has no currency (they normally carry their own) |
| Language | auto | auto follows each agent's Zendesk language; pt-BR, es or en fixes one for everyone |
| Who may take actions | admin | admin, agent (everyone), custom role ids or group: |
| Allow order notes | On | Adds a line to the order's staff note |
| Allow cancelling | Off | Cancel open orders that haven't shipped |
| Also cancel paid orders | Off | Without it, orders with a payment (paid, partly paid or authorized) can't be cancelled from Zendesk |
| Email the customer on cancel | On | Whether the cancel form starts with "email the customer" ticked; agents can change it per order |
| Order page link | (empty) | Your Nuvemshop admin order address with {id} (or {number}); adds an Open in Nuvemshop link |
How orders are matched
- Every email on the requester's Zendesk profile (up to five, the first three searched) is searched in your store's orders.
- A valid CPF or CNPJ written in the ticket's subject or first message finds the customer accounts with that document and their orders, even when they bought with another email.
- Order numbers written in the ticket ("pedido #1042", "orden 1064", "order 1099", "#1042") are read too.
- Nuvemshop's search is full text, so Sacolawell keeps an order only when its email is exactly one of the requester's or its document is exactly the one in the ticket. An order the ticket mentions that belongs to someone else is listed by number with a masked email, never shown. An agent can look it up on purpose.
The lookup box takes an order number, an email address or a CPF/CNPJ.
What the sidebar shows
- The customer: paid totals across the orders found (in the newest order's currency, cancelled orders left out), order count, unpaid and shipped orders, customer since.
- Each order: a headline status (cancelled, the shipping progress, or the payment state), items with variants and SKU, totals with coupons, payment-method discounts (like Pix) and shipping, the payment status, method, card brand and installments, delivery address, the customer's note, your team's order note, and every shipment: carrier and service, tracking number and link, the delivery window and the latest tracking event, or store pickup.
- The order the ticket mentions opens first.
- Insert status in reply adds the status and tracking to the reply, in the agent's language, for the agent to edit.
Actions
| Action | Setting | Default | What happens |
|---|---|---|---|
| Add order note | Allow order notes | On | A new line at the end of the order's staff note, marked "[Zendesk #123 ref]". What was already there stays |
| Cancel order | Allow cancelling (+ Also cancel paid orders) | Off | Nuvemshop cancels the order with the reason the agent picked, emails the customer if the agent left that ticked, and puts stock back if ticked. Refunds stay with your payment provider |
Each action is confirmed first, checked against a fresh read of the order (nothing is sent if the
order was paid or shipped meanwhile), sent once, read back, and logged as an internal note with a
sacolawell_note or sacolawell_cancel tag. If Nuvemshop's answer is lost, Sacolawell reads the
order again instead of sending twice.
Troubleshooting
| Message | Fix |
|---|---|
| Nuvemshop didn't accept the connection | Reconnect the store on the settings page (the store uninstalled the app, or another Zendesk account connected it since) |
| Nuvemshop has no store ... for this connection | The store id doesn't match the connected store; read LS.store id again |
| "isn't a Nuvemshop store id" | The store id is digits only |
| No orders for this requester | The customer used another email; ask for the order number or CPF, or add their other email to their Zendesk profile |
| Cancel order not offered | Turn on "Allow cancelling"; shipped orders are never offered, paid ones only with "Also cancel paid orders" |
| Nuvemshop is limiting requests | Wait a few seconds; Nuvemshop allows about 2 requests a second per store and app |
Uninstall
Uninstalling removes the app and its settings, including the stored connection. Also uninstall
Sacolawell in your Nuvemshop admin's apps list to end its access there. Sacolawell created nothing
in Zendesk; the sacolawell_* tags stay on past tickets and the note lines stay on your orders.
Support: hello@greatwork.company, reply within 1 business day, in English, Portuguese or Spanish.