Articles on: Integrations

Connect Zendesk With AfterShip Tracking

Plans: Pro, 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.



Connect AfterShip Tracking to Zendesk


Follow these steps to integrate AfterShip Tracking with Zendesk:


Step 1. Install the AfterShip app in Zendesk


  1. Visit the AfterShip app page on Zendesk.
  2. Sign up for a new AfterShip account or enter your Zendesk helpdesk URL to complete the installation of the AfterShip Tracking app.
  3. Verify your email address.
  4. Start a free trial or choose a paid plan.




Step 2. Access AfterShip integration


  • Go to AfterShip Tracking and select Apps.
  • Click View more apps and choose Zendesk from the list.
  • Click the Install app to access the integration authorization page.
  • Select the organization where you want to install the Zendesk integration. (Optional if you have only one AfterShip organization.)
  • Copy the AfterShip API Key and keep it aside for later use.
  • Go back to AfterShip Tracking and navigate to the Apps section. You should now see Zendesk listed as successfully installed.




Step 3. Input the AfterShip API Key into Zendesk


  1. Visit the AfterShip Tracking and Zendesk installation page and click Install.
  2. Select the account where you want to install the app and click Install.
  3. Paste the API key you copied earlier into the AfterShip API Key field.
  4. Click Update to complete the installation process.
  5. 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.




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. How do I find my AfterShip API key?


To locate your API key:


  1. Go to your AfterShip Tracking dashboard.
  2. Navigate to Apps, search Zendesk and then click Install app.
  3. Copy the API key shown during the setup process in AfterShip Tracking.
  4. Paste it into the AfterShip API Key field in Zendesk’s installation page.


3. 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 API key or organization link is invalid or incorrect.
  • The app needs re-authorization after account or API key changes.


4. 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:


  1. Create a custom ticket field in Zendesk for Order ID.
  2. Copy its Field ID.
  3. Enter it under Order shipment lookup field in AfterShip Tracking app settings.


5. 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.


6. 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 showing shipment details. If not, verify that:


  • The correct API key and organization are connected.
  • The ticket contains a valid email or Order ID linked to an AfterShip record.


7. 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.

Updated on: 31/10/2025