Use case

Use this guide if you want to create a ticket and have agents follow up with customers after a certain trigger in Zapier. Example: Follow up with customers when an order goes on hold.

You can use the note@company.customerdesk.io email to create a ticket that starts with a private note. This is helpful when you want to create a ticket on behalf of the customer without them having to email you.

Create a new Zap

Login to your Zapier account and click “Create” and then select “Zap”

Select Shopify from the list of apps

Before you add a trigger, you’ll be required to select the app that will fire the trigger.

Select “Updated Order” or “Abandoned Cart” as triggers

Select either one of these triggers depending on your use case.

(Optional step) Filter your tigger

Add another step called “Filter by Zapier” and add the conditions you’d want for this trigger.

Select your action as “Email by Zapier”

• Action: Select “Email by Zapier” as the action and then inside the action tab.
• To Email: Add the to email as note@company.customerdesk.io. Be sure to replace the “companyname” with your brand name.
• Subject line: Add a subject line to identify these kind of events and personalize the subject line with customer details like first name and last name. This will help agents easily differentiate between tickets.
• Body: Add the body and personalize it with Shopify order data like Name, Order Id, URL, Amount, Etc.
• Reply To: Set the Reply To email as the customer email from Shopify

Publish your Zap

You are all set. Just publish the Zap.

End Result

You’ll now see new tickets being created for every trigger that matches on Zapier