Instant Context
Agents see order details the moment they open a ticket.
Faster Resolution
No more asking customers for order numbers or switching tabs.
Shipping Visibility
Track shipments and see delivery status in real-time.
Payment Info
View transaction details and refund history at a glance.
What Agents See
All the order information they need, right in the ticket sidebar.
Order Context Panel
Order ID#ORD-2024-1234
Order DateJanuary 10, 2024
Order StatusShipped
Order Total$149.00
ItemsWidget Pro (2), Gadget Mini (1)
Shipping Address123 Main St, New York, NY
Tracking Number1Z999AA10123456784
Customer Lifetime Value$1,247.00
Previous Orders7 orders since 2022
How It Works
Order context is stored in custom_fields and displayed automatically.
Create Ticket with Order Context
POST /v1/workspaces/ws_xxx/tickets
{
"subject": "Where is my order?",
"customer_email": "[email protected]",
"custom_fields": {
"order_id": "ORD-2024-1234",
"order_total": 149.00,
"order_status": "shipped",
"tracking_number": "1Z999AA10123456784",
"items": [
{ "name": "Widget Pro", "qty": 2, "price": 49.00 },
{ "name": "Gadget Mini", "qty": 1, "price": 51.00 }
]
}
}Automatic Order Lookup
With an integration configured, order data is fetched automatically when a ticket is created.
# When a ticket arrives from [email protected]:
# 1. We query your e-commerce platform
# 2. Match orders by email
# 3. Populate custom_fields automatically
# 4. Agent sees context immediately