Funneling orders through Zendesk

<div class="body">
<p class="p">I created a workflow that allows us to process our customers’ orders through Zendesk and I
thought I would share with the class. We recently got rid of our CRM for various reasons and,
while we're not quite ready to graduate to an ERP system just yet, we had to bridge the gap
between our Sales team and the processing of our orders. Zendesk has slowly infiltrated many
of our internal and external systems, so it only seemed natural for it to handle our orders as
well! </p>
<p class="p">It’s also enabled us and our customers to easily view support and orders requests in one
central location while relaying more info to our customers throughout the ordering process.
Since launching this system, we’ve decreased turnaround time by streamlining the workflow and
revealing fulfillment issues much more quickly than when we were spread across multiple
platforms. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> We are on the Zendesk Enterprise Plan; Help Center not activated.
Some of the features I mention below are only available in Enterprise, but I would urge you to
take a look at your organization and see if some adjustments could be made. Because we utilize
our portal in so many different ways I've actually saved my company at least $30,000 a year by
replacing several more costly systems with one Zendesk Enterprise plan.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nmv_hlj_br">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Map out your process</h2>
<div class="body">
<p class="p">I'm a visual person, so I literally drew a workflow on a sheet of paper to help me see
where the process needed to go and what issues would arise. You can visually see where
you'll need to add Views, Triggers, Automations, and Macros and make notes along the way so
you’ll remember where you need to add these features and what they need to look like when
you start building your process. </p>
<p class="p">Here is what our workflow looks like:</p>
<p class="p"><img class="image img-screenshot" id="topic_nmv_hlj_br__image_ycv_v5j_br" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/funneling_orders_step1.JPG"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rwz_xlj_br">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Decide how your customers will input orders</h2>
<div class="body">
<p class="p">We deal with B2B distributors who prefer to email us POs. Your customers, however, might
prefer an online order form or even a combination of the two. Both are possible! You just
need to decide which is best for your business. Really, the only difference is whether or
not you decide to make the order form visible to end-users or not. (More on that below.)</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_trh_1mj_br">
<h2 class="title topictitle2" id="ariaid-title4">Step 3: Create new ticket fields and form</h2>
<div class="body">
<p class="p">Since our customers email us their POs, our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858-Creating-ticket-forms-to-support-multiple-request-types-Enterprise-" target="_blank">ticket form</a> is agent-only and tied to our company’s
orders email address through a trigger. If you’re creating an online order form you’ll need
to make your form end-user visible by checking the “Form name for end-users” box.</p>
<p class="p">Decide what info you'll need to capture and create new ticket fields when necessary. My
form has the following fields (I’ve included the field type in the brackets to the
right):</p>
<ul class="ul" id="topic_trh_1mj_br__ul_kbs_lmj_br">
<li class="li">
<strong class="ph b">PO# </strong><em class="ph i">[Text]</em>
</li>
<li class="li">
<strong class="ph b">Sales Order#</strong><em class="ph i"> [Text]</em>
</li>
<li class="li">
<strong class="ph b">Ship Date </strong><em class="ph i">[Date]</em>
</li>
<li class="li">
<strong class="ph b">Company/Address* </strong><em class="ph i">[Text]</em>
</li>
<li class="li">
<strong class="ph b">Order Details** </strong><em class="ph i">[Multi-Line Text]</em>
</li>
<li class="li">
<strong class="ph b">Total Cost </strong><em class="ph i">[Decimal]</em>
</li>
<li class="li">
<strong class="ph b">Shipping Method </strong><em class="ph i">[Drop-down]</em>
</li>
<li class="li">
<strong class="ph b">Freight billed to </strong><em class="ph i">[Drop-down]</em>
</li>
</ul>
<p class="p"><strong class="ph b"><em class="ph i">*Company vs. Address: </em></strong><em class="ph i">I don’t think of “Company”in the usual sense here; I
use the Organization field for that info. Our customers generally have multiple shipping
locations and seeing the address isn't really as important to them as a quickly ensuring
that process confirmation shows that the shipment is going to the correct location. I use
the following format for entering info into the Company field: “ABC Company -
Arlington”just as an easy way to reference the company and location. For one to one
transactions where each customer only has one shipping address, however, you might think
about creating a custom Organization field for the address that is displayed in the
process confirmation.</em></p>
<p class="p"><strong class="ph b"><em class="ph i">**Order Details: </em></strong><em class="ph i">There are many different Field Types that could be used
here from drop downs to regular expressions. And if you have Help Center enabled, the
Conditional Fields App could even be utilized to add new fields for multiple line item
orders. Again, it really just depends on what works for your organization.</em></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Instead of creating entirely new fields specifically for your Order Form,
see what existing fields you can repurpose. The “Company” field I mention above was
repurposed from our General Inquiries Form. There was no need to make another field that
would serve pretty much the same purpose. If you do reuse a field from a different form,
just make sure your visibility and required settings will be the same for both! </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_uh1_wmj_br">
<h2 class="title topictitle2" id="ariaid-title5">Step 4: User data</h2>
<div class="body">
<p class="p">More so than any other application in our Zendesk portal, I utilize user &amp; organization
data and fields in our Orders process. These features are what really make it possible to
make your portal the central hub for your CRM data. </p>
<div class="p">I added the following custom fields to our user and organization sections: <ul class="ul" id="topic_uh1_wmj_br__ul_opj_zmj_br">
<li class="li">
<strong class="ph b">Standard CRM data</strong> (i.e. - Billing Address, Account Owner, Sales Channel,
etc.)</li>
<li class="li"><strong class="ph b">Net terms</strong></li>
<li class="li">
<strong class="ph b">Price List</strong>(Which equates to a side by side listing of our products and their
corresponding costs in a Multi-Line custom field called “Pricing”)</li>
<li class="li">
<strong class="ph b">Freight account info</strong>(Some of our customers want to use their own shipping
account numbers)</li>
<li class="li">
<strong class="ph b">Special Prep Work</strong>(Some of our customers have special labeling/kitting
requirements)</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_pkl_lnj_br">
<h3 class="title topictitle3" id="ariaid-title6">User Data app</h3>
<div class="body">
<p class="p">If you haven't already, I would highly recommend adding this app to your agent sidebar.
It allows you to adjust settings to combine user and org data to see a quick snapshot of
your customer without toggling between the two sections. I put this app at the top of the
order for the easiest viewing.</p>
<p class="p"><img class="image img-screenshot" id="topic_pkl_lnj_br__image_ikt_znj_br" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/funneling_orders_step4.png"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> I also add a "purchaser" tag to my customers who input orders and created
a "Purchasers" Customer list so I can easily view and send messages using the MailChimp
integration.</div>
</div>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Many plans also incorporate <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">customer context</a> which provides similar information to the
user data app.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_bss_c4j_br">
<h2 class="title topictitle2" id="ariaid-title7">Step 5: Create Orders group</h2>
<div class="body">
<p class="p">Our portal handles everything from external Customer Service to internal IT support, so the
way I keep everything compartmentalized is by creating groups and views to accompany each
team’s workflows. Similar to forms, the columns visible in each view are dependent upon the
information pertinent to each Group.</p>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Create an "Orders" group</a> and add all agents that will be involved
in your orders process. For confidentiality, our portal is set up so that agents can only
see views assigned to their group. You might want to check on your agent settings to make
sure that your agents can only see what you want them to.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_isj_44j_br">
<h2 class="title topictitle2" id="ariaid-title8">Step 6: Create views</h2>
<div class="body">
<div class="p">Here’s where the process flowchart you made beforehand really starts to pay off. I have six
views for our process:<ul class="ul" id="topic_isj_44j_br__ul_sp4_p4j_br">
<li class="li"><a class="xref" href="#topic_rwv_hc4_cr">View for Open Orders</a></li>
<li class="li"><a class="xref" href="#topic_hnr_npj_br">View for Urgent Open Orders</a></li>
<li class="li"><a class="xref" href="#topic_dnk_4pj_br">View for Approved Orders (Awaiting Processing)</a></li>
<li class="li"><a class="xref" href="#topic_e45_spj_br">View for Processed Orders (Awaiting Shipping)</a></li>
<li class="li"><a class="xref" href="#topic_qnh_tpj_br">View for Orders on Hold</a></li>
<li class="li"><a class="xref" href="#topic_tzb_5pj_br">View for Fulfillment Escalations</a></li>
</ul>
</div>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> I also customized the columns in each view based on what I need to see
(price, items, etc.). Since you can also export views for quick reports, it’s advantageous
to customize the columns with the info you need instead of the default values that pop up
when you create a new view. </div>
</div>
<p class="p"><img class="image img-screenshot" id="topic_isj_44j_br__image_pnd_dpj_br" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/funneling_orders_step6.png" width="850"></p>
<p class="p">I heavily utilize tags to separate each view, and I rely on a combination of macros and
triggers to add/remove those tags as the order progresses (with the exception of the
“Escalation" and "Hold" tags, which are manually added to these tickets by the agent).</p>
<p class="p">Below are the settings I have for each view. Note that your settings might vary based on
your own processes. </p>
</div>
<div aria-labelledby="topic_rwv_hc4_cr__title_blc_5c4_cr" class="topic nested2" id="topic_rwv_hc4_cr">
<h3 class="title topictitle3" id="topic_rwv_hc4_cr__title_blc_5c4_cr">View for Open Orders </h3>
<div class="body">
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_rwv_hc4_cr__ul_crf_lc4_cr">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
<li class="li">Ticket Hours since open (calendar) is Less than 24</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Meet ANY of the following conditions:</strong><ul class="ul" id="topic_rwv_hc4_cr__ul_hl5_pc4_cr">
<li class="li">Ticket Status is New</li>
<li class="li">Ticket Status is Open</li>
</ul>
<strong class="ph b">Visible columns:</strong>
</div>
<ul class="ul" id="topic_rwv_hc4_cr__ul_xmd_tc4_cr">
<li class="li">Request Date</li>
<li class="li">Requester</li>
<li class="li">Organization</li>
<li class="li">Subject</li>
</ul>
</div>
</div>
<div aria-labelledby="topic_hnr_npj_br__title_mmh_5c4_cr" class="topic nested2" id="topic_hnr_npj_br">
<h3 class="title topictitle3" id="topic_hnr_npj_br__title_mmh_5c4_cr">View for Urgent Open Orders</h3>
<div class="body">
<p class="p">When a request hits this queue, a trigger is set up to notify the agent responsible for
approving the order.</p>
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_hnr_npj_br__ul_u5x_wpj_br">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Status is Less than Solved</li>
<li class="li">Ticket Status is not On-hold</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
<li class="li">Ticket Hours since open (calendar) is Greater than 24</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Visible columns:</strong>
<ul class="ul" id="topic_hnr_npj_br__ul_lmv_bqj_br">
<li class="li">Request Date</li>
<li class="li">Requester</li>
<li class="li">Organization</li>
<li class="li">Subject</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="topic_dnk_4pj_br__title_yvv_5c4_cr" class="topic nested2" id="topic_dnk_4pj_br">
<h3 class="title topictitle3" id="topic_dnk_4pj_br__title_yvv_5c4_cr">View for Approved Orders (Awaiting Processing)</h3>
<div class="body">
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_dnk_4pj_br__ul_nhr_gqj_br">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
<li class="li">Ticket Status is not Pending</li>
<li class="li">Ticket Tags Contain none of the following: onhold:need.more.info, open order /
order_ready / order_ready_to_process</li>
</ul>
</div>
<p class="p"><strong class="ph b">Visible columns:</strong></p>
<ul class="ul" id="topic_dnk_4pj_br__ul_scj_mqj_br">
<li class="li">Request Date</li>
<li class="li">Requester</li>
<li class="li">Company</li>
<li class="li">PO#</li>
<li class="li">Order Details</li>
<li class="li">Total Cost</li>
</ul>
</div>
</div>
<div aria-labelledby="topic_e45_spj_br__title_gdk_wc4_cr" class="topic nested2" id="topic_e45_spj_br">
<h3 class="title topictitle3" id="topic_e45_spj_br__title_gdk_wc4_cr">View for Processed Orders (Awaiting Shipping)</h3>
<div class="body">
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_e45_spj_br__ul_cjp_grj_br">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Status is On-hold</li>
<li class="li">Ticket Tags Contain none of the following: onhold:need.more.info</li>
<li class="li">Ticket Tags Contain at least one of the following: processed_order</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Visible columns:</strong><ul class="ul" id="topic_e45_spj_br__ul_vds_xrj_br">
<li class="li">Order SO#</li>
<li class="li">Request Date</li>
<li class="li">Requester</li>
<li class="li">Company</li>
<li class="li">PO#</li>
<li class="li">Order Details</li>
<li class="li">Total Cost</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="topic_qnh_tpj_br__title_s4y_wc4_cr" class="topic nested2" id="topic_qnh_tpj_br">
<h3 class="title topictitle3" id="topic_qnh_tpj_br__title_s4y_wc4_cr">View for Orders on Hold</h3>
<div class="body">
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_qnh_tpj_br__ul_fpr_csj_br">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Status is On-hold</li>
<li class="li">Ticket Tags Contain at least one of the following: on hold:need.more.info</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Visible columns:</strong><ul class="ul" id="topic_qnh_tpj_br__ul_kfr_fsj_br">
<li class="li">Order SO#</li>
<li class="li">Request Date</li>
<li class="li">Requester</li>
<li class="li">Organization</li>
<li class="li">PO#</li>
<li class="li">Order Details</li>
<li class="li">Total Cost</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="topic_tzb_5pj_br__title_oyc_xc4_cr" class="topic nested2" id="topic_tzb_5pj_br">
<h3 class="title topictitle3" id="topic_tzb_5pj_br__title_oyc_xc4_cr">View for Fulfillment Escalations</h3>
<div class="body">
<p class="p">When we have a customer respond to their order notices with issues, we tag the ticket as
a fulfillment escalation and assign to a designated agent so that these issues won't get
lost in the queue of other orders. Adding this tag allows us to funnel all escalations to
one place for quick resolution.</p>
<div class="p">
<strong class="ph b">Meet ALL of the following conditions:</strong><ul class="ul" id="topic_tzb_5pj_br__ul_xw4_lsj_br">
<li class="li">Ticket Group is Orders</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
<li class="li">Ticket Status is Less than Solved</li>
<li class="li">Ticket Tags Contain at least one of the following: fulfillment_escalation</li>
</ul>
</div>
<p class="p"><strong class="ph b">Visible columns:</strong></p>
<div class="p">
<ul class="ul" id="topic_tzb_5pj_br__ul_hdw_4sj_br">
<li class="li">Request Date</li>
<li class="li">Organization</li>
<li class="li">Requester</li>
<li class="li">Order SO#</li>
<li class="li">PO#</li>
<li class="li">Subject</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested1" id="topic_yf5_mpj_br">
<h2 class="title topictitle2" id="ariaid-title15">Step 7: Create triggers</h2>
<div class="body">
<p class="p">Here’s where the whole thing begins to take shape! You ’ll want to create at least one
trigger to push an order directly through your process instead of having it bob around in
your support queue. Here is how ours is set up.</p>
<div class="p">
<strong class="ph b">Meet these conditions:</strong><ul class="ul" id="topic_yf5_mpj_br__ul_jx3_5sj_br">
<li class="li">Ticket is Created</li>
<li class="li">Ticket Status is not Solved</li>
<li class="li">Ticket received at: orders@innovolt.com <div class="note note">
<span class="notetitle">Note:</span> We use Support Addresses to properly
route orders and all other tasks we funnel through our Zendesk portal.</div>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Perform these actions:</strong><ul class="ul" id="topic_yf5_mpj_br__ul_jg1_1tj_br">
<li class="li">Ticket Group: Orders</li>
<li class="li">Ticket Assignee: {{Orders Agent}}</li>
<li class="li">Ticket Form: Order Form</li>
<li class="li">Add Tags: open_order</li>
<li class="li">Ticket Shipping Method: Ground</li>
<li class="li">Ticket Freight billed to: Prepaid <div class="note note">
<span class="notetitle">Note:</span> This saves time because these are the two most
chosen options.</div>
</li>
</ul>
<ul class="ul" id="topic_yf5_mpj_br__ul_adx_dtj_br">
<li class="li">Notifications: Email User (requester)</li>
<li class="li">Email Subject: Your order request has been received</li>
<li class="li">Email Body:<p class="p">Your order has been received! Thank you very much!</p>
<p class="p">What happens
now? </p>
<p class="p">Orders are processed within 2 business days. You will receive a
confirmation once we've processed your order and tracking information once it's left
our facility.</p>
<p class="p"></p>
<p class="p">Questions? </p>
<p class="p">Visit
http://innovolt.info/submit-request</p>
<p class="p"></p>
<p class="p">To view or modify your order, reply to
this email or click the link
below:</p>
<p class="p">{{ticket.link}}</p>
{{ticket.public_comments_formatted}} </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_ihn_3tj_br">
<h2 class="title topictitle2" id="ariaid-title16">Step 8: Create macros</h2>
<div class="body">
<div class="p">I have three macros set up to be used at the end of each step:<ul class="ul" id="topic_ihn_3tj_br__ul_cxz_ltj_br">
<li class="li"><a class="xref" href="#topic_pg1_rtj_br">Macro for Order Approval</a></li>
<li class="li"><a class="xref" href="#topic_fxj_rtj_br">Macro for Process Confirmation to Customer</a></li>
<li class="li"><a class="xref" href="#topic_zy2_stj_br">Macro for Shipped Orders</a></li>
</ul>
</div>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> We have different macros for each department/use case and I organize them
in two ways: by assigning each macro to a group instead of being available to all agents,
and by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884166554" target="_blank">organizing Macros into categories using colons</a>.
The macros listed above all begin with the prefix “Orders :: [Macro Title]” so they’ll be
grouped together on the Macros menu.</div>
</div>
</div>
<div aria-labelledby="topic_pg1_rtj_br__title_up2_ld4_cr" class="topic nested2" id="topic_pg1_rtj_br">
<h3 class="title topictitle3" id="topic_pg1_rtj_br__title_up2_ld4_cr">Macro for Order Approval</h3>
<div class="body">
<ul class="ul" id="topic_pg1_rtj_br__ul_gqv_ttj_br">
<li class="li">Ticket Group: Orders</li>
<li class="li">Ticket Assignee is {{Orders Agent}}</li>
<li class="li">Ticket Comment Mode: Private</li>
<li class="li">Ticket Comment/Description: "This order is go to go"</li>
<li class="li">Ticket Remove tags: open_order</li>
<li class="li">Ticket Add tags: order_ready_to_process</li>
</ul>
</div>
</div>
<div aria-labelledby="topic_fxj_rtj_br__title_ptl_ld4_cr" class="topic nested2" id="topic_fxj_rtj_br">
<h3 class="title topictitle3" id="topic_fxj_rtj_br__title_ptl_ld4_cr">Macro for Process Confirmation to Customer</h3>
<div class="body">
<p class="p">I've made use of custom field placeholders on this macro.</p>
<ul class="ul" id="topic_fxj_rtj_br__ul_qbf_ytj_br">
<li class="li">Ticket Status: On-hold</li>
<li class="li">Ticket Assignee: {{Orders Agent}}</li>
<li class="li">Ticket Add tags: processed_order</li>
<li class="li">Ticket Remove tags: order_ready_to_process</li>
<li class="li">Ticket Set subject: "Your recent Innovolt order has been processed PO#
{{ticket.ticket_field_option_title_XXXXXXXX}}"</li>
<li class="li">Ticket Comment/description: <p class="p">Hello,
{{ticket.requester.first_name}}</p>
<p class="p">------</p>
<p class="p">Your recent Innovolt order has been
processed:</p>
<p class="p">**PO#
{{ticket.ticket_field_option_title_XXXXXXXX}}**</p>
<p class="p">**Innovolt Order#
INVTW{{ticket.ticket_field_option_title_XXXXXXXX}}**</p>
<p class="p">**Ship To:
{{ticket.ticket_field_option_title_XXXXXXXX}**</p>
<p class="p">**Order Details
{{ticket.ticket_field_option_title_XXXXXXXX}}**</p>
<p class="p">**Total:
${{ticket.ticket_field_option_title_XXXXXXXX}}**</p>
<p class="p">**Shipping Method:
{{ticket.ticket_field_option_title_XXXXXXXX}}
({{ticket.ticket_field_option_title_XXXXXXXX}})**</p>
<p class="p">*You will receive a
notification with tracking once your order leaves our
facility*</p>
<p class="p"></p>
<p class="p">------</p>
<p class="p"></p>
<p class="p">[Click Here]({{ticket.link}}) to review or modify
your order.</p>
<p class="p"></p>
<p class="p">Thank you for choosing Innovolt and have a great
day.</p>
<p class="p"></p>
<p class="p">Sincerely, </p>
{{current_user.name}} ”</li>
</ul>
</div>
</div>
<div aria-labelledby="topic_zy2_stj_br__title_jxq_nd4_cr" class="topic nested2" id="topic_zy2_stj_br">
<h3 class="title topictitle3" id="topic_zy2_stj_br__title_jxq_nd4_cr">Macro for Shipped Orders</h3>
<div class="body">
<ul class="ul" id="topic_zy2_stj_br__ul_jc3_35j_br">
<li class="li">Ticket Status: Solved</li>
<li class="li">Ticket Remove tags: processed_order</li>
<li class="li">Ticket Add tags: shipped_order</li>
<li class="li">Ticket Comment mode: Private</li>
<li class="li">Ticket Comment/description: "This order shipped on
{{ticket.ticket_field_option_title_XXXXXXXX}}" (where the custom placeholder is the Ship
date)<p class="p"></p>
<img class="image img-screenshot" id="topic_zy2_stj_br__image_nfp_n5j_br" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/funneling_orders_step8.png">
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested1" id="topic_x2p_qtj_br">
<h2 class="title topictitle2" id="ariaid-title20">Reporting</h2>
<div class="body">
<p class="p">Another cool aspect of processing your orders through Zendesk is that Explore can actually
be set up to report monthly sales activity based on these orders by creating reports
(dashboards if you will.…) that can add up numerical custom fields. Here are some fantastic
articles on adapting Explore to fit your needs:</p>
<div class="p">
<ul class="ul" id="topic_x2p_qtj_br__ul_ip5_t3w_trb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831595418" target="_blank">Creating dashboards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824384538" target="_blank">Reporting with custom fields</a></li>
</ul>
</div>
</div>
</div>
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