Articles on: Apps

Set Up Your Zendesk Integration

Plans: Premium, Enterprise Platforms: All platforms


Overview


Once customers’ return requests are approved, they usually have concerns related to refunds, delays, etc. Due to this, they raise support requests, and giving swift answers is important to set their mind at ease.


AfterShip Returns' seamless integration with Zendesk allows support teams to quickly assist customers.


📢 What you’ll learn


In this article, we will show you:



Access AfterShip integration


  • Go to AfterShip Returns and select Apps.
  • Click View more apps and choose **Zendesk **from the list.
  • Click the Install app to access the integration authorization page.
  • Copy the AfterShip API Key and keep it aside for later use.
  • Go back to AfterShip Returns and navigate to the Apps section. You should now see Zendesk listed as successfully installed.


Connect AfterShip Returns with Zendesk


Create a Zendesk account, verify your email, and set up your helpdesk.


  1. Go to ** Apps ** in AfterShip Returns admin
  2. Click View more apps, and you will be redirected to the AfterShip Returns integration page.
  3. Find Zendesk and select it to land on the detailed integration page
  4. Select AfterShip Returns from the dropdown and then click Install app
  5. Select the right organization (online store) if you have multiple organizations configured in AfterShip Returns for which you are establishing this integration
  6. You will be directed to the AfterShip Returns integration apps page on Zendesk. Click Install and select the account to install the app and click Install again


  1. Paste the AfterShip Returns API Key in the designated field at Zendesk
  2. Select Role and Group restrictions




Now, your customer support team will be able to access crucial details like:


  • Order number
  • RMA number
  • Exchange for anything status
  • Resolution
  • Return method
  • Return status
  • Return reason
  • Amount
  • Carrier slug
  • Tracking number
  • Refunded total
  • Quantity


[Optional]Add custom fields to Zendesk tickets for better support

When integrating AfterShip Returns with Zendesk, it’s common for customer email addresses to be used as a reference for mapping Return information to tickets. However, there are scenarios where customer emails might not be available in Zendesk tickets. In these cases, using an Order ID or Order number as an alternative mapping point allows you to still link tracking data to Zendesk tickets.


This guide outlines how you can map tracking information from AfterShip to Zendesk tickets using the Order ID or Order number. By setting this up, your support agents will be able to access accurate delivery updates based on the Order ID or Order number, without needing customer email addresses.


Here we are taking the example of **Order ID **as a custom field.

Step 1: Add a custom ticket (Order ID) field


  • In Zendesk admin center, click Objects and rules in the sidebar, then select Tickets > Fields.
  • Click Add field.
  • Select a field type, then enter a Display name.
  • (Optional) Enter a Description for the custom field. This is visible to admins only.
  • Under Permissions, select an option:


  • Agents can edit: Only agents can view and edit the field. It appears in tickets.
  • Customers can edit: Agents and end users can view and edit the field. It appears in tickets and in the support request form in the help center.
  • Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users' requests, but isn't included in the support request form in the help center.

For a single ticket form, the new field automatically appears in your ticket form. If you use multiple ticket forms, you'll have to manually add the field to any ticket forms you'd like to include it in.


  • Click Save



Step 2: Identify the Order Lookup Field in Zendesk


Once you create a custom field, a Field ID would be automatically created for the custom field.


  • In your Zendesk admin panel, navigate to Objects and rules > Tickets > Fields.
  • Find the Field ID for the order lookup field, which will be used to identify the **Order ID **in Zendesk tickets.


Step 3: Copy the Field ID


  • Once you’ve located the correct Order Lookup Field, copy the Field ID for the next step.


Learn more about custom fields and how you can add them to your tickets and support request forms.


Step 4: Adjust AfterShip Returns Settings in Zendesk


  • In Zendesk admin, go to Apps and integrations > Zendesk Supported apps.
  • Find the AfterShip Returns app and click on the Change settings button.
  • In the settings page, paste the copied Field ID into the lookup field.
  • Click Update to save your changes.


After completing these steps, AfterShip Returns will be able to map Return information using the Order ID provided in the Zendesk ticket. This integration ensures that your support agents can quickly retrieve and share accurate tracking updates with customers.



Why this works


By using Order ID instead of customer emails, you can still map tracking data to the appropriate support tickets in Zendesk. The Order ID serves as a reliable reference, ensuring that agents can access shipment and delivery status information without needing the customer’s email. This process streamlines your customer support workflow, allowing agents to respond quickly and efficiently.




For any further questions or help, please contact our chat support team or reach out to us at [email protected].

Updated on: 20/10/2025