Connect 17TRACK for live parcel status
Add your 17TRACK API key so the order card shows the carrier's latest scan, like In transit or Delivered, right inside the ticket.
Last updated 2 min read
17TRACK follows parcels across carriers. Connected to Hushdesk, it adds a Live status row to each fulfilment on the order card, so agents can answer "where is my order?" without opening the carrier's website.
Before you start
- Who can do this: owners and admins.
- Plan: all Hushdesk plans; a 17TRACK API account with available quota.
- What you need: your 17TRACK API key.
- Time: two minutes.
Step by step
- In 17TRACK's API site, open Settings > Security and copy the Access key.
- In Hushdesk, open Settings > Apps and choose 17TRACK (under Shipping & tracking).
- Paste the key into API key (17token).
- Press Connect and test. Hushdesk asks 17TRACK to confirm the key before saving.
- The card shows Connected and who connected it.
What happens next
Open a ticket with an order that has a tracking number. In Fulfillments, the Live status row shows the parcel's state and the latest carrier event.
| 17TRACK state | Shown as |
|---|---|
| NotFound | Not found yet |
| InfoReceived | Label created |
| InTransit | In transit |
| AvailableForPickup | Ready for pickup |
| OutForDelivery | Out for delivery |
| DeliveryFailure | Delivery failed |
| Delivered | Delivered |
| Exception | Problem with the parcel |
| Expired | Tracking expired |
Results are kept for 30 minutes per tracking number to save your quota.
Why it helps
"Where is my order?" is the most common question for most stores. With the live status on the card, an agent can see "Out for delivery" or "Delivered" and the last scan's place and time, and answer in one reply instead of asking the customer to wait while they check the carrier.
Tips
- A new tracking number may show Not found yet for a few hours until the carrier's first scan.
- If a parcel shows Delivered but the customer says it never came, quote the delivery scan's place and time in your reply and ask them to check with neighbours before you open a claim.
- To change the key, open the sheet, paste the new key and press Update and test.
- Disconnect from the same sheet with Disconnect; the order card then shows a Connect 17TRACK link instead of the status.
Troubleshooting
"17TRACK did not accept that key"
The key is wrong or the account has no API access. Copy the key again from Settings > Security in 17TRACK.
"Add the api key (17token)"
The field is empty.
"Set APP_ENCRYPTION_KEY on the server before connecting apps"
The server cannot store keys safely yet. Ask the server owner.
Frequently asked questions
Where do I find my 17TRACK API key?
In your 17TRACK API account, open Settings, then Security, and copy the Access key. Hushdesk calls it the API key (17token). Paste it into the 17TRACK sheet under Settings, Apps and press Connect and test. Hushdesk checks the key with 17TRACK before saving it.
What does 17TRACK show in Hushdesk?
A Live status row in each fulfilment on the order card, with the parcel's state, such as Label created, In transit, Out for delivery, Delivered or Problem with the parcel, plus the carrier's latest scan, where and when it happened. Agents see it without leaving the ticket.
Does 17TRACK use up my quota every time I open a ticket?
No. Hushdesk keeps each tracking result for 30 minutes, so opening the same ticket again, or several agents viewing it, does not ask 17TRACK again. Each tracking number is registered with 17TRACK once and then read when needed.
Can the AI agent see 17TRACK tracking status?
Not at the moment. The live status is shown to your team on the order card only. AI drafts and the AI agent work from the ticket and the order details Hushdesk holds, and they do not read the live 17TRACK scan, so check the order card before promising a delivery date.
Do I need Shopify connected to use 17TRACK?
Yes. 17TRACK reads the tracking numbers on orders, so you need orders in Hushdesk, which come from your connected Shopify store with their fulfilments and tracking numbers. Once Shopify is connected and its orders have synced, the Live status row appears on every shipped order.
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- Connect your Shopify storeInstall the Hushdesk app on your Shopify store from Settings, Apps. Orders, customers and fulfilments sync into tickets; Growth and Scale add more stores.
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