Zendesk order status replies from Shopify and DHL

Before we connect it.

Where this is useful

Useful for online shops where delivery questions fill much of the inbox, especially around Christmas and sale periods. A sensible first version only adds the order facts as a note, then introduces reply drafts once the matching has proved reliable.

What we need to connect

1. 01Zendesk access to read new tickets and add internal notes, through an API token or an integration user.
2. 02Read access to Shopify orders and fulfilments, including tracking numbers and the courier each parcel was sent with.
3. 03Tracking access for each courier you use, such as DHL’s shipment tracking API, plus approved reply wording for each delivery status.

What needs careful handling

Customers often write from a different email address to the one used at checkout, so when nothing matches, the note asks the agent to confirm the order rather than guessing. Orders can be split across several parcels or couriers, and each parcel’s tracking is shown separately. If tracking shows a parcel as delivered but the customer says it hasn’t arrived, no draft is prepared, because that case needs a person’s judgement and your lost parcel policy.

Questions people ask.