Plans: Premium, Enterprise Platforms: All platforms
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. |
Delivery Sub Status | The current sub status of the shipment |
Connect AfterShip Tracking to Zendesk
You can connect AfterShip Tracking with Zendesk using OAuth. You can start the connection from either the AfterShip admin or the Zendesk Marketplace.
Prerequisite:
You must have a Zendesk Admin role to complete the OAuth authorization. Admin permissions are required to install apps and inject API credentials through the Zendesk Apps Installations API. Once the connection is set up, all agents can use the AfterShip Tracking widget regardless of their role.
Option 1: Connect from AfterShip admin
Go to AfterShip admin > Apps > Zendesk.
Enter your Zendesk subdomain (for example, yourcompany) and click Connect with Zendesk.
You'll be redirected to Zendesk's authorization page. Review the requested permissions and click Allow.
AfterShip automatically installs the AfterShip Tracking app in Zendesk if it isn't already installed and configures the integration automatically.
You'll see a Connected confirmation. The tracking widget is now active in your Zendesk ticket sidebar.
Option 2: Connect from Zendesk Marketplace
Go to the AfterShip Tracking app on the Zendesk Marketplace and click Install.
Select the Zendesk account where you want to install the app and click Install again.
The AfterShip Tracking app Settings Page will open. Click Connect with AfterShip.
You'll be redirected to Zendesk's authorization page. Review the requested permissions and click Allow.
AfterShip automatically configures the integration.
You'll see a Connected confirmation. The tracking widget is now active in your Zendesk ticket sidebar.
Multi-org support
If your business uses multiple AfterShip organizations (orgs), you can connect more than one AfterShip org to the same Zendesk account.
Each connected org appears as a separate widget in the Zendesk ticket sidebar. The widget is labeled with the first 8 characters of the org ID, so agents can identify which AfterShip organization's data they're viewing.
To connect another org, log in to the other AfterShip org and repeat the connection steps above.
Disconnect & uninstall
You can remove the integration from either AfterShip or Zendesk. However, the result is different depending on where you remove it.
| Delete connection from AfterShip admin | Uninstall app from Zendesk |
AfterShip | Connection is removed. | The connection record remains because AfterShip cannot detect an uninstall initiated from Zendesk. |
Zendesk | The AfterShip Tracking app is automatically uninstalled. | The app is removed. |
Widget | The widget stops working. | The widget stops working. |
Important: The widget stops working immediately regardless of where you disconnect the integration. If you uninstall the app from Zendesk and want to reconnect it, first delete the stale connection in AfterShip admin. Then set up the integration again.
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 the 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 is 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.
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 does this work?
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.
FAQs
1. Do I need admin permissions in Zendesk to install the AfterShip Tracking app?
Yes. You must be a Zendesk Support administrator to install and configure the AfterShip Tracking app. Non-admin users cannot access the installation page or modify app settings.
2. Why am I not seeing tracking details in some Zendesk tickets?
This may happen if:
The requester's email doesn't match any shipment in your AfterShip Tracking account.
The Order ID or Order number mapping doesn't match AfterShip data.
The connected AfterShip organization is incorrect.
The app needs to be reconnected.
3. Can I map shipments using an Order ID instead of an email address?
Yes. If customer emails aren’t available, you can use an Order ID or Order number for mapping. To set it up:
Create a custom ticket field in Zendesk for Order ID.
Copy its Field ID.
Enter it under the Order shipment lookup field in the AfterShip Tracking app settings.
4. Does this integration modify existing Zendesk ticket data?
No. The integration only reads data from Zendesk (e.g., requester email or order ID) and displays AfterShip tracking data in the sidebar. It does not overwrite or delete any ticket fields.
5. How can I verify if the app is successfully connected?
Once installed, open a Zendesk ticket that includes a valid tracking number or requester email. If the app is connected, the AfterShip Tracking panel will appear on the right-hand side and show shipment details.
If the panel doesn't appear, verify that:
The correct AfterShip organization is connected.
The ticket contains a valid email or Order ID linked to an AfterShip record.
The AfterShip Tracking app is installed and connected in Zendesk.
6. How often is tracking data refreshed in Zendesk?
AfterShip automatically syncs tracking updates in real time when shipment statuses change. However, data visibility in Zendesk may depend on ticket refresh intervals or API rate limits.
For any issues or assistance, feel free to reach out to our support team.