How to change a BaseLinker order status from Zendesk

By Jake Marsh · Updated

To change a BaseLinker order status without leaving Zendesk, install Targwell for BaseLinker, turn on Allow status changes and list the statuses agents may set. Then open the ticket, open the order in the sidebar and click Change status. Pick a New status, read the confirmation and click Change status in BaseLinker. The ticket gets an internal note and the targwell_status tag.

Before you start

Status changes are off by default. An admin turns on Allow status changes and fills in Statuses agents may set (status names or ids, comma separated). Left empty, agents may set any status, so list the ones you mean. The agent must be in Who may take actions (admin by default; agent for everyone, custom role ids or group:<id>, comma separated). Everyone else sees orders read-only.

Check your BaseLinker automatic actions for each status you allow. A status change can start them: emails to the buyer, courier labels, invoices or marketplace updates.

Change the status

  1. Open the ticket and click the order in the sidebar.
  2. Click Change status. The panel shows the current status ("Now: ...").
  3. Pick a status. Only the statuses your admin allows are listed.
  4. Add a note for the ticket if you like. It goes into the internal note, not to BaseLinker.
  5. Read the confirmation, for example "Move order 12345 for anna@example.com from New to Shipped in BaseLinker?", and the warning about automatic actions.
  6. Click Change status in BaseLinker.

Add to seller comments

Seller comments are BaseLinker's admin comments on the order. Buyers don't see them. Add to seller comments is on by default.

  1. Click Add to seller comments on the order.
  2. Write the line to add. It goes on a new line under the existing comments.
  3. Confirm. The panel shows the seller comments afterwards. The ticket gets targwell_comment.

Seller comments hold 200 characters in total. If your line won't fit, the panel says how many characters are left. Shorten it, or tidy the comments in BaseLinker.

Safety checks

CheckWhat happens
Fresh read before sendingIf someone changed the order since you opened it, nothing is sent: "Order ... changed in BaseLinker since you opened it"
Same statusNot sent if the order is already in that status
Not in the allowed list"Your admin does not allow moving orders to this status from Zendesk"
Answer lostTargwell reads the order again instead of sending twice, and says what it found
Ticket note failsThe sidebar shows the note text to paste as an internal note

What it costs

Targwell for BaseLinker is $9 a month per agent on the Standard plan, every feature included, billed monthly by Zendesk. It has a 14-day free trial; Zendesk asks for a card at install. See the Targwell documentation for every setting.

Targwell for BaseLinker

Allegro, Amazon, eBay and Kaufland orders from BaseLinker in the ticket, matched by email. $9/agent. $9 a month per agent.

Install Targwell for BaseLinkerAbout Targwell for BaseLinkerDocumentation

Questions

Why is Change status missing?

Allow status changes is off, your role isn't in Who may take actions, or you're on a user profile. Actions only appear on tickets, where each is logged.

Will the buyer get an email when I change the status?

Only if your BaseLinker automatic actions send one for that status. Targwell doesn't send anything itself; the confirmation reminds you to check.

Can agents cancel orders?

Only by moving them to a status your admin allows, such as a cancelled status you've set up in BaseLinker. Targwell has no other order edits.

Is the change shown in the agent's language?

Yes. The sidebar and confirmations follow the agent's Zendesk language (or the Language setting), and the internal note is written in the acting agent's language: English, Polish or German.

More Targwell for BaseLinker guides

More Zendesk guides