See product details, stock and tracking in a ticket
Click a product on the order card to see its description, materials, sizes and stock, or click the tracking link to follow the parcel, without leaving the ticket.
Last updated 1 min read
The order card in the ticket sidebar opens two windows so you can answer product and delivery questions without leaving the ticket.
Before you start
- Who can do this: everyone who can open tickets.
- You need: a connected Shopify store. Stock counts need the read-only inventory permission; the full tracking history needs 17TRACK.
Step by step
- Open a ticket with an order in the sidebar.
- Click a product picture, or a product name under Line items. The product window opens.
- Pick a colour or size to see its stock. The size the customer ordered is marked Ordered.
- Press Add to reply to drop a short stock answer into your reply, or use a suggestion's reply icon when the size is sold out.
- Back on the order card, click the link under Tracking url. The tracking window opens.
- Press Add update to reply to put the parcel's status, expected date and link into your reply.
What happens next
- The text is added where your cursor is in the reply box. Edit it before you send.
- Product details are kept for five minutes and tracking for up to 30 minutes, so opening them again is instant.
Tips
- Check the Fit & details tab before answering sizing questions: it shows the store's own fit notes when they exist.
- Use Shopify admin in the product window to fix a wrong description at the source.
- The van in the tracking window stops at the parcel's current stage; a red or amber window means the carrier reported a problem worth a personal reply.
Troubleshooting
"This product was deleted from the store."
The product no longer exists in Shopify, so there is nothing to show. The order line keeps its title and price.
"Shopify did not answer. Try again in a moment."
Shopify was slow or limited requests. Close the window and open it again after a few seconds.
Frequently asked questions
How do I check if a size is in stock while replying?
Click the product's picture or name on the order card. The product window lists every size with the number left, marks sold-out sizes, and shows which one the customer ordered. Pick another colour or size to see its stock. Press Add to reply to tell the customer it is in stock.
What happens when the size the customer wants is sold out?
The product window looks for similar products in stock, from the same collection first and then the same product type, and lists the ones that have the customer's size first. Press the reply icon on one to suggest it in your reply with its link.
Why does the product window say In stock but no number?
Stock counts need Shopify's read-only inventory permission. Until the store owner approves the Hushdesk app update in Shopify admin, Apps, the window shows In stock or Sold out from Shopify's availability instead of a count.
Where do the materials and care details come from?
From the product in Shopify. Hushdesk reads the product's material and care fields and lines in the description that start with Material, Fabric, Composition or Care, and shows them under Materials and care. If the store never wrote them down, the tab says Not listed in the store.
Can I see the full tracking history without opening the carrier's site?
Yes. Click the tracking link on the order card. A window shows where the parcel is on its way to the customer, every scan with place and time, days on the way and the expected date. Hold Ctrl or Cmd while clicking to open the carrier's page in a new tab instead.
Why does the tracking window ask me to connect 17TRACK?
The full scan history comes from 17TRACK. Without it the window still shows the stage from Shopify's fulfilment, and asks an owner or admin to connect 17TRACK in Settings, Apps so every scan appears for any carrier.
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Related articles
- Use the customer and ticket details sidebarThe sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
- Read the Shopify order card in a ticketWhat the order card beside a ticket shows, including status chips, items, fulfilments with tracking, address, totals, order tags and linking.
- Connect 17TRACK for live parcel statusAdd your 17TRACK API key so the order card shows the carrier's latest scan, like In transit or Delivered, right inside the ticket.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.