Benefits of the eDesk x Shippingbo connector
Respond to tracking enquiries faster
Shippingbo tracking information appears directly in eDesk tickets. Customer service no longer needs to search for the status across several tools.
Reduce manual handling
Teams can add tracking information to their reply directly from the ticket without copying the data manually.
Give customers a more accurate answer
The adviser has access to logistics tracking linked to the order to explain more clearly where the parcel is and what has happened.
Keep customer service running smoothly as volumes increase
By centralising enquiries and tracking information in eDesk, teams reduce interface switching and handle tickets more efficiently.
What is synchronised between eDesk and Shippingbo
Synchronization is automatic. Some behaviors depend on order status and enabled options
| Data | Direction | Trigger and/or frequency |
|---|---|---|
| Tracking information | Shippingbo eDesk | Retrieved via API integration |
| Parcel tracking details | Shippingbo eDesk | When a ticket relates to a recognised order |
| Information added to the customer reply | Shippingbo eDesk | Triggered manually from the ticket |
| Relevant sales channels | According to configuration | Enabled channel by channel |
Connection steps: Connect eDesk to Shippingbo in just a few steps
-
1.Create a Shippingbo API user
Create an API user with the required order permissions, then generate an API token.
-
2.Install Shippingbo in eDesk
In the eDesk App Store, open the Shippingbo application and click Install App.
-
3.Enter the API credentials
Enter the email address of the Shippingbo API user and paste the token into the eDesk settings.
-
4.Enable Shippingbo for your channels
In eDesk, open each relevant channel, enable the Shippingbo integration, then save.
The limitations of eDesk without Shippingbo
Without Shippingbo
- Respond to a tracking enquiry: The adviser must open another tool to find the parcel status.
- Reduce copying and pasting: Tracking information is copied manually into the reply.
- Provide an accurate answer: Customer service may respond with partial or outdated information.
- Handle more tickets: Switching interfaces slows down every adviser.
- Limit customer service overload: Tracking tickets take time to qualify and document.
- Enable tracking by channel: All channels may be managed identically or in an unclear way.
With Shippingbo
- Time saved on every ticket
- Less data re-entry and fewer errors
- Clearer, more reliable answers
- Smoother enquiry handling
- Less time lost on simple enquiries
- More controlled configuration
Reliable, available and secure technology
-
99.99% uptime
and proven cloud infrastructure
-
Geo-replication
and real-time synchronization
-
Continuous updates
without downtime
-
GDPR compliance
and regular audits
-
Proven cloud infrastructure
and regular audits
FAQ - Frequently asked questions
How do I connect eDesk to Shippingbo?
Create a Shippingbo API user, generate a token, then install the Shippingbo application in eDesk and enter the credentials. Get the checklist to follow each step.
What data does Shippingbo retrieve in eDesk?
The documented workflow covers tracking information linked to orders from enabled channels. See the documentation to check the exact scope.
Where can Shippingbo tracking be viewed in eDesk?
The information appears in the panel on the right-hand side of the ticket. A detailed view is also available from the Shippingbo tracking section.
Can tracking be added directly to a customer reply?
Yes. The adviser can open the Shippingbo details and use the dedicated button to insert them into the reply. Get the usage checklist for your customer service teams.
Is an API token required to connect eDesk?
Yes. The connection requires a Shippingbo API user and associated token. See the documentation to create the correct credentials.
Does the integration need to be enabled for each channel?
Yes. Shipping Box must be enabled in the eDesk settings for each channel that should receive tracking information.