Zendesk

Transform Customer Support with Zendesk + Order Editing

Zendesk powers customer service for the world's most customer-centric brands. When combined with Order Editing, your support agents get instant visibility into customer self-service actions, dramatically reducing ticket volume and resolution times for order-related inquiries.

How the Integration Works

Order Editing data flows directly into your Zendesk workspace, giving agents complete context without leaving their workflow:

Sidebar Widget Information

When an agent opens a ticket, they immediately see:

• Edit window status: Can this order still be modified?
• Self-service history: What changes has the customer already made?
• Available actions: What can still be modified by the customer?
• Time remaining: When does the edit window close?
• Edit link: One-click access to send customer their edit portal

Automatic Ticket Updates

The integration enriches tickets with real-time data:

• Tags indicating order edit status
• Custom fields with edit history
• Internal notes when customers make changes
• Priority adjustments based on edit window timing

The Support Experience, Transformed

Before Order Editing + Zendesk

A customer emails: "I need to add another item to my order"

The agent must:

1. Search for the order in Shopify
2. Check if fulfillment has started
3. Contact the warehouse for status
4. Manually add the item if possible
5. Process additional payment
6. Update the customer
7. Document everything in Zendesk

Average handling time: 15 minutes

After Order Editing + Zendesk

The same email arrives. The agent immediately sees:

• The order is still in its edit window
• The customer hasn't used self-service yet
• They can add items themselves

The agent sends a macro response with the edit link.

Average handling time: 30 seconds

Key Benefits for Support Teams

1. Massive Ticket Deflection

Most order modification requests can be handled by customers themselves:

• "I want to add something" → Send edit link
• "I ordered the wrong size" → Send edit link
• "Can I change my address?" → Send edit link
• "I want to remove an item" → Send edit link

Result: 70-80% of order modification tickets resolved without agent action.

2. Instant Context, Zero Tab-Switching

Agents see everything they need without leaving Zendesk:

• Order details and edit status
• Customer's edit history
• Available modification options
• Relevant macros and responses

3. Proactive Customer Communication

When agents see a customer started editing but didn't finish:

"Hi! We noticed you began making changes to your order. Here's your edit link if you'd still like to make modifications—your window closes in 3 hours."

This proactive outreach prevents future tickets and delights customers.

4. Smart Ticket Routing

Configure Zendesk triggers that:

• Auto-tag tickets based on edit status
• Escalate tickets where edit window is closing
• Route to specialized agents for complex changes
• Auto-close tickets when customer completes self-service

Real Results from Zendesk Merchants

Fashion Retailer

A clothing brand with high order modification volume:

• 78% reduction in order change tickets
• 11 minutes saved per ticket that required handling
• 4.9/5 CSAT on order-related interactions (up from 4.2)
• $156,000 saved annually in support costs

Consumer Electronics Brand

A tech accessories company using Zendesk for global support:

• 5,400 tickets deflected in first quarter
• 24/7 self-service eliminated after-hours escalations
• First response time improved by 41% overall
• Support team refocused on complex issues

Subscription Box Company

A monthly subscription brand:

• 89% of subscribers use self-service for modifications
• NPS increased by 12 points after implementation
• Agent capacity redirected to retention efforts
• $8.50 cost savings per deflected ticket

Advanced Zendesk Workflows

Automated Macros

Create macros that include dynamic content:

Hi {{ticket.requester.name}},
Great news! Your order is still editable. You can make changes yourself here:
{{order_edit_link}}
Your edit window closes at {{edit_window_end_time}}.
Let me know if you need any help!

Trigger-Based Automation

• When ticket contains "add to order" AND edit window is open → Auto-respond with edit link
• When customer completes edit → Add internal note and auto-close ticket
• When edit window closes → Update ticket priority and remove edit-related tags

Reporting and Analytics

Track key metrics in Zendesk Explore:

• Tickets deflected to self-service
• Average handling time for edit-related tickets
• Customer satisfaction for order modifications
• Agent efficiency improvements

Technical Integration

Data Synced to Zendesk

Data Point	Location in Zendesk
Edit window status	Sidebar widget + custom field
Edit history	Internal notes + custom field
Available actions	Sidebar widget
Time remaining	Sidebar widget
Edit link	Macro variable

Setup Requirements

• Zendesk Professional plan or higher
• Admin access to configure apps and triggers
• Order Editing Pro plan or higher

Implementation Steps

1. Install Order Editing app from Zendesk Marketplace
2. Authenticate with your Order Editing account
3. Configure sidebar widget display options
4. Create macros using Order Editing variables
5. Set up triggers and automations
6. Train agents on new workflows (15-minute training)

Why Support Leaders Choose This Integration

"Order modifications used to consume 40% of our ticket volume. With Order Editing integrated into Zendesk, customers handle most of those changes themselves. My team now focuses on the conversations that actually need human expertise."

— VP of Customer Experience, DTC Brand

The Zendesk + Order Editing integration transforms your support operation from order processors to customer experience champions.