Shipup

Updated 7 hours ago by Marijana Coric

Shipup helps merchants follow their packages in real-time to create a seamless, transparent, and branded delivery experience. With Shipup you can send notifications to your customers, redirect them to branded tracking pages and proactively manage potential delivery incidents with their customer service integration.

Integration Benefits

With the Shipup + Gorgias integration, you can facilitate the sharing of information to your customer support. This integration allows you to see your customers’ delivery information directly on Gorgias, to get notified in Gorgias when an incident occurs, and to receive feedback in Gorgias.

Setup Instructions

This integration requires you to have a Shipup account and create the connection in Shipup.

  1. In Shipup, navigate to Integrations -> click on 'Add an integration', find ‘Gorgias’ app
  2. Fill in the requested information:

This information can be found under ‘Settings’ -> ‘Rest API’ in Gorgias:

Done! 🤩 Your Shipup account has been connected to Gorgias!

How to generate Shipup alerts in Gorgias

When you have connected your Gorgias app in Shipup, you can set events for which you want to receive an alert in Gorgias:

  1. Go in Notification settings (https://app.shipup.co/notification-settings) and click on 'Editor':
  2. Choose the events and add Gorgias as a channel:
  3. When you decided to receive an alert in Gorgias, don't forget to adapt the alert you set by editing your Notification settings. You can change Tags, Assignee, Ticket subject, and Internal note:
You can determine a tag to be added to Shipup notification tickets when they are pulled into Gorgias. This way you can group them in a separate view for easier handling.

Receiving feedback in Gorgias
  1. Navigate to 'Feedback' - 'Feedback settings' in your Shipup Admin
  2. Under 'Alert channel' select Gorgias ticket:

How to integrate Shipup widget in Gorgias

  1. In Gorgias, navigate to Settings/Integrations/HTTP and click on 'Add HTTP integration'
  2. Enter the name of the integration ('Shipup') and select all triggers
  3. Use the "GET" method and copy-paste API URL:

https://api.shipup.co/v1/trackers/zendesk_trackers?filter[search]={{ticket.customer.email}}

  1. Click "Add header" and use 'Authorization' as Key
  2. Add your Shipup private API key as a value. You can get your Shipup private API key from your General settings here: https://app.shipup.co/settings/general (you must scroll all the way down). Once done, the setup should look like this:
  1. Save the integration by clicking on 'Add integration' at the bottom of the page.

Adding The Widget To Your Sidebar
  1. To make sure Shipup data is pulled into Gorgias, go to your Shipup Dashboard and find a customer with available tracking information.
  2. Copy the customer's email address and use Customer Search (Settings > Customers) to locate this customer.
  3. Create a new ticket with just an internal note (you can simply type 'test' inside the internal note). This will ensure that the ticket is updated and all data pulled. If you already have an existing ticket with that customer, you can use that one as well!
  4. Click on the 'Edit widgets' button in the top right corner
  5. Find the Shipup HTTP data block. Drag it by its title to the top-right corner of the widget bar. You’ll see the bar highlight an area when it can be dropped.

  1. You need to remove the sections that are no added value such as the 'relationship' section.
  • Remove useless fields by clicking the cross ❌
  • And edit section name & link by clicking the little ⚙️
  1. Change "Data (list)" by :

By doing that, it will redirect to Shipup Order page.

You can also decide to use the {{trackingLink}} variable to redirect to the carrier website:

Change "attributes" by :

Here are the results:

  1. Hit the 'Save' button in the corner and your new widget bar will appear, and be populated with data as tickets are created or updated. This data will now automatically be shown for other customers that reach out to you and have Shipup data available!
Gorgias does not (yet) update the information provided by the API until the ticket is updated (when you open a ticket that did not have any actions executed after the last change was done in Shipup, the status displayed by the widget will not be updated in Gorgias). Temporary solution: create an internal note to update the ticket so that the ticket can update the order information such as the status of the package.
Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!


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