Zendesk
Use parcelLab’s Zendesk app to increase the productivity of your customer service agents by enabling them to answer delivery-related questions faster.
Overview
The app is fully integrated with the Zendesk solution to enable viewing of all relevant tracking information in real time for every order, alongside the customer ticket, and without switching between Zendesk and parcelLab.
The app automatically displays the most up-to-date order information, including the following details:
Customer name, recipient address, and carrier
Order and tracking numbers with the latest delivery status
Orders with multiple shipments sorted by relevance with the most critical deliveries and disruptions listed first
Detailed view of previous shipping activity and estimated delivery date
Product details
All previously sent customer communication (for example: email and SMS notifications)
The app includes the ability to search by order number and view a customer’s purchase history by searching for their email address.
Key Benefits
Direct access to the right delivery data using the parcelLab Zendesk app leads to a number of benefits, including:
Reducing workload
Resolving inquiries faster
Better customer experience
Customer Requirements
For successful installation and configuration, the following requirements need to be met:
Zendesk administrator privileges
parcelLab account with tracking data enabled
parcelLab token that is provided after a payment contract for the app is set up
Installing the parcelLab Zendesk App
This section describes how you can install the parcelLab Zendesk app that is free to download from the Zendesk Marketplace.
To install the app:
Sign in to Zendesk as an admin user.
Navigate to the Zendesk Marketplace.
Enter "parcelLab" into the search field.
Select the parcelLab app listing. Alternatively, use this direct link.
Click Install.
Configuring the parcelLab Zendesk App
This section describes how you can configure the parcelLab Zendesk app after the app has been successfully installed from the Zendesk Marketplace.
To configure the app:
Navigate to the Admin Center.
Select Apps and integrations.
Click on the installed parcelLab app. The app configuration page will display.
Enter your parcelLab API user. This allows the app to correctly fetch the delivery status of your orders. The API user can be requested from your parcelLab representative or retrieved from the parcelLab App under Admin > Accounts.
Enter your parcelLab API token. The API token can be requested from your parcelLab representative.
Do one of the following:
If you have implemented Single Sign-On (SSO) for your parcelLab App access, select the Use SSO portal link check box.
If you have not implemented SSO for your App access, determine an existing user of your parcelLab account or let parcelLab add one technical user to your account whose credentials will be used for all service agents working with the app. Enter this user’s parcelLab App email and password in the respective fields.
(Optional) Enter the Zendesk ticket field ID of the order number field. This allows the parcelLab app to automatically retrieve the order number from a Zendesk support ticket field. Further information can be found in the instructions on how to locate the Zendesk ticket field ID. Leave the Order number field ID configuration entry empty if you prefer to be presented with a manual order input form instead.
Click Install/Update to save the configuration. If the configuration is correct and complete, you will be able to navigate to any Zendesk support ticket and see the parcelLab app as part of your Zendesk ticketing system on the sidebar on the right-hand side.
To locate the ticket field ID and add it to the app configuration:
In the Zendesk Admin Center, select Objects and rules > Fields. The Ticket fields page will display.
Copy the Field ID of the order number field.
In the navigation menu, select Apps and integrations > Zendesk Support apps. The page listing all your installed apps will display.
Select the parcelLab app.
Paste the Field ID into the Order number field ID field.
App Configuration for Multiple parcelLab Accounts
If you have multiple parcelLab accounts for different countries and/or brands, follow these configuration instructions.
Navigate to the Admin Center.
Select Apps and integrations.
Click on the installed parcelLab app. The app configuration page will display.
Select the Enable multi accounts feature check box within the app configuration.
Navigate to your Agent Dashboard in Zendesk Support.
Click on the parcelLab logo in the navigation pane on the left-hand side of the page. The page for multi account configuration will display. The User ID and Token fields will display the credentials you set for your first parcelLab account.
Click Add user to add more parcelLab accounts. Fields for entering the necessary credentials will display.
Enter the following credentials as per the initial configuration (that is: User ID, Token, email address and password).
Select the Field within Zendesk (for example: Brand, Country) from which the country information should be retrieved.
Select the Operator Is one of.
Set the Value that the chosen Field can take (for example: Germany).
Click Save.
Using the parcelLab Zendesk App
This section describes how you can use the parcelLab Zendesk app.
Accessing the App
The app can be found in the body of a ticket when the Apps panel on the right-hand side of the page is open.
Overview of App Content
Order-specific information is displayed in the app through a matching of the order ID from the ticket’s order ID field. If there is no order ID available, the customer’s email address is used to show their orders.
The following order information can be viewed in the app:
Order number
Recipient’s address
Overview of tracking records (that is: for outbound and return trackings)
Most recent delivery status of each tracking
The tracking status is color coded to highlight critical deliveries:
Green indicates a successful delivery.
Yellow indicates that the parcel is still en route to a delivery address.
Red indicates a failed delivery.
Using the Search Function
Service agents can use the following information as search queries:
Order number
Recipient’s email address
When searching for an order number, the respective order is displayed as in the default view.
When searching for a customer’s email address, all orders that were made within the last 90 days will display.
When clicking on any of these orders, the order-specific information is displayed as in the default view. To return to the full list of orders, click Back to all orders.
Viewing Tracking Details
To view tracking details, click Details to the right of the tracking number.
The following details will display:
Shipment details: This includes all carrier scans, an estimated delivery date for as long as the parcel is in transit, and sent notifications (for example: emails or SMS)
Product details: The information displayed includes the item name, item number, and quantity.
More details via external links: These are links to the carrier’s tracking page, the parcelLab App, and the tracking page (that is: the Order Status page configured and designed for your brand as seen by your customers)
If there are any incidents encountered during delivery (for example: delays), an exception box will display.
If there is a return tracking in an order, an info box with a link to the return tracking will display.
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