How to add a ShipStation tracking link to a Zendesk reply

To put a ShipStation tracking link in a Zendesk reply, install Twinewell for ShipStation and open the customer's ticket. The sidebar lists their ShipStation orders with every shipment, its carrier and a link to the carrier's tracking page. Click the order, then Insert status in reply: Twinewell adds the order's status and tracking links to the reply you're writing. Nothing is sent until you submit the reply.

Steps

1. Open the ticket. Twinewell searches ShipStation by the requester's full name and any order numbers in the subject or first message, and keeps only orders whose email is on the requester's Zendesk profile. Badges at the top count orders to ship, on hold and shipped.
2. Click the order. Under Shipments and tracking you see every label with its carrier, service and ship date, linked to the carrier's tracking page. Voided and return labels are marked.
3. Check the details if the customer asks more: items, totals, dates, store and the ship-to address.
4. Click Insert status in reply. The button changes to Added to reply. Edit the text if you want, then submit as usual.

Carriers with a tracking link

Twinewell links to the carrier's own public tracking page for USPS, UPS, FedEx, DHL, Canada Post, Royal Mail, Australia Post, OnTrac and Purolator. For any other carrier, it shows the tracking number without a link.

What the reply line says

Each live shipment adds a line such as "UPS tracking: " followed by the carrier link, or the tracking number when there is no link.

When the order isn't listed

• Different name. ShipStation's API can't search orders by email, so a customer whose Zendesk name differs from the name on the order won't be found by name. Type the order number, the tracking number or their full name in the lookup box ("Order number, tracking or full name").
• Single-word name or an email as the name. Only the order numbers in the ticket are used. Add their full name in Zendesk or use the lookup box.
• Another email. If the ticket mentions an order placed with a different email, the sidebar says so with a masked email and lets you look it up.
• Many orders. If ShipStation has more than one page of orders under that name, the sidebar says older ones may be missing; look one up by number.

What it costs

Twinewell for ShipStation is $9 per agent per month, billed monthly by Zendesk, with a 14-day trial. Lookups and matching rules are covered in the Twinewell documentation.