The parcelLab app for Zendesk: This way, customer service knows exactly where the customer's parcels are.

The parcelLab app for Zendesk: This way, customer service knows exactly where the customer's parcels are.
Published on: May 6, 2020
Updated: Aug 18, 2022

One of the most common questions an online retailer's customer service team hears is: "When is my parcel actually coming?" This is where a new app from parcelLab comes to the rescue, which can be easily downloaded via the Zendesk Marketplace and seamlessly integrates into the workflow in the sidebar of the Zendesk screen.

Entering the order number is enough: Customer says:,,My order number #B007 has not arrived". App immediately shows the support ticket info e.g. tracking number(s)

When a customer asks about the order status, customer service no longer has to spend an average of two to three minutes researching various systems for the answer. Instead, they simply have to enter the order number in a user-friendly form or the number is stored in the support ticket, and within seconds they receive all relevant information on the whereabouts of the parcel - including a note on when this information was last updated. By the way, this support also works for several parcels per order. If the order number is already stored in the support ticket, the app automatically reads out all relevant tracking statuses and displays them to the support staff. Without a single click, directly available in the record.

Easy download via Zendesk Marketplace

To install the parcelLab app for Zendesk, employees need admin status. Then they can download and install the app HERE . The configuration works as follows: Users have to enter their parcelLab user ID, which is stored in the customer account on the parcelLab portal. They can then specify whether their customers should enter their tracking number via a Zendesk ticket field so that it is stored in the support ticket, or whether the support staff should enter it themselves via a simple form field. After saving the settings, the app is usable via the Zendesk screen.

More time for the important questions in customer service

By integrating the parcelLab app with Zendesk, customer service staff and customers alike benefit. Support staff are relieved of standard questions and can spend more time on more difficult customer queries in the future. In addition, the customer will enjoy shorter queues in the hotline - and a courteous service.

The most important features of the parcelLab app for Zendesk at a glance:

  • Seamless integration into the support workflow as a Zendesk sidebar app
  • Quick overview of the corresponding tracking numbers and delivery status
  • Support for orders with multiple packages
  • direct link to the corresponding tracking page in the parcelLab portal

More info on integration with Zendesk can be found in our technical documentation.

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