Connect Zendesk With AfterShip Tracking
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Add the AfterShip Tracking app to your Zendesk Support account to easily access tracking details directly within the Zendesk Support ticket window. The app automatically retrieves tracking numbers associated with the requester's email address and displays the latest delivery statuses and other relevant information from your AfterShip Tracking account.
This integration helps streamline your customer support team's workflow. Support agents won’t need to leave the Zendesk Support ticket window to check delivery updates, saving time, reducing clicks, and providing faster responses to customers.
When the AfterShip Tracking app is integrated with Zendesk, the following fields are automatically populated with tracking data, helping support agents access key delivery information without leaving the ticket window:
Follow these steps to integrate AfterShip Tracking with Zendesk:
Visit the AfterShip app page on Zendesk .
Sign up for a new AfterShip account or enter your Zendesk helpdesk URL to complete the installation of the AfterShip Tracking app.
Verify your email address.
Start a free trial or choose a paid plan.
In your AfterShip Tracking account, go to Settings > API Keys.
Click Create API Key to generate a new key. Fill in the required details:
API Key name
Select the Signature Header option.
Under API Permissions, ensure the following are set:
a. Read permissions for: Carriers, Estimated delivery dates, Notifications, and Trackings.
b. Write permission for: Last checkpoints.
Click Save to create the API key.
On the confirmation screen, copy the API key. This is your one chance to copy it for future use:
Select the double sheet icon to copy the key.
You can also download the API key file for safekeeping.
Visit the AfterShip Tracking and Zendesk installation page and click Install.
Select the account where you want to install the app and click Install.
Paste the API key you copied earlier into the AfterShip API Key field.
Click Update to complete the installation process.
You will see AfterShip Tracking app displayed below Currently Installed apps.
When integrating AfterShip Tracking with Zendesk, it’s common for customer email addresses to be used as a reference for mapping tracking 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.
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
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.
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.
In Zendesk admin, go to Apps and integrations > Zendesk Supported apps.
Find the AfterShip Tracking app and click on the Change settings button.
In the settings page, paste the copied Field ID into the Order shipment lookup field.
Click Update to save your changes.
After completing these steps, AfterShip Tracking will be able to map tracking 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.
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 issues or assistance, feel free to reach out to our support team.
Overview
Add the AfterShip Tracking app to your Zendesk Support account to easily access tracking details directly within the Zendesk Support ticket window. The app automatically retrieves tracking numbers associated with the requester's email address and displays the latest delivery statuses and other relevant information from your AfterShip Tracking account.
This integration helps streamline your customer support team's workflow. Support agents won’t need to leave the Zendesk Support ticket window to check delivery updates, saving time, reducing clicks, and providing faster responses to customers.
Auto-populated fields from AfterShip Tracking
When the AfterShip Tracking app is integrated with Zendesk, the following fields are automatically populated with tracking data, helping support agents access key delivery information without leaving the ticket window:
| Field | Description |
|---|---|
| Tracking number | The unique identifier assigned to the shipment. |
| Carrier name | The name of the shipping carrier (e.g., FedEx, UPS, DHL) that is handling the delivery. |
| Delivery status | The current status of the shipment (e.g., in transit, delivered). |
| Signed by | The name of the person who signed for the delivery (if applicable). |
| Estimated delivery date | The estimated date the shipment is expected to arrive (based on your settings in AfterShip admin) |
| One-click tracking link | A clickable link that allows agents to open the shipment tracking page in AfterShip for more details. |
| Event messages | Detailed events or updates related to the shipment. |
| Order number | The unique order number associated with the purchase or shipment. |
| Send-from country | The country from which the shipment was sent. |
| Send-to country | The destination country to which the shipment is being delivered. |
| Shipping method | The method of shipping chosen for the order (e.g., standard, express, etc.). |
| Delivered date | The actual date the shipment was delivered to the recipient. |
| Pickup date | The date when the shipment was picked up by the carrier from the sender. |
| Order date | The date when the order was placed by the customer. |
Connect AfterShip Tracking to Zendesk
Follow these steps to integrate AfterShip Tracking with Zendesk:
Step 1. Install the AfterShip app in Zendesk
Visit the AfterShip app page on Zendesk .
Sign up for a new AfterShip account or enter your Zendesk helpdesk URL to complete the installation of the AfterShip Tracking app.
Verify your email address.
Start a free trial or choose a paid plan.
Step 2. Generate a new AfterShip API Key
In your AfterShip Tracking account, go to Settings > API Keys.
Click Create API Key to generate a new key. Fill in the required details:
API Key name
Select the Signature Header option.
Under API Permissions, ensure the following are set:
a. Read permissions for: Carriers, Estimated delivery dates, Notifications, and Trackings.
b. Write permission for: Last checkpoints.
Click Save to create the API key.
On the confirmation screen, copy the API key. This is your one chance to copy it for future use:
Select the double sheet icon to copy the key.
You can also download the API key file for safekeeping.
Step 3. Input the AfterShip API Key into Zendesk
Visit the AfterShip Tracking and Zendesk installation page and click Install.
Select the account where you want to install the app and click Install.
Paste the API key you copied earlier into the AfterShip API Key field.
Click Update to complete the installation process.
You will see AfterShip Tracking app displayed below Currently Installed apps.
Add custom fields to Zendesk tickets for better support
When integrating AfterShip Tracking with Zendesk, it’s common for customer email addresses to be used as a reference for mapping tracking 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 Tracking Settings in Zendesk
In Zendesk admin, go to Apps and integrations > Zendesk Supported apps.
Find the AfterShip Tracking app and click on the Change settings button.
In the settings page, paste the copied Field ID into the Order shipment lookup field.
Click Update to save your changes.
After completing these steps, AfterShip Tracking will be able to map tracking 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 issues or assistance, feel free to reach out to our support team.
Updated on: 21/03/2025
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