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Set Up Your Zendesk Integration

Plans: Premium, Enterprise Platforms: All platforms


Overview


AfterShip Returns' Zendesk integration gives your support team a full view of each customer's return and warranty activity — directly inside the ticket sidebar. Agents can see return request details, warranty claim details, and now take action on RMAs (approve or reject) without ever leaving Zendesk.


📢 What you’ll learn


In this article, we will show you:



Merchant experience


Once the integration is active, the AfterShip Returns widget appears in the Zendesk ticket sidebar. It displays the five most recent RMAs — returns and warranty claims shown in separate sections, each sorted by creation date (newest first). Returns always appear above warranty claims.


Return request list

Each return card in the list shows:

  • RMA number
  • RMA status
  • Original order
  • Created time of the RMA

Click any card to open the return detail page, which shows the full return summary, item details, and action buttons (see Approve and reject RMAs in Zendesk).


Warranty claim list


Each warranty card in the list shows:

  • Claim number
  • Warranty status
  • Original order (displayed only if available)
  • Created time of the Warranty claim

Click any card to open the warranty detail page (read-only). Warranty claims do not support approve/reject actions.


Access AfterShip integration


  1. Go to AfterShip admin > Developer > API Keys
  2. You can create a New API Key or use the existing key
  3. Submit the approval form for expanding the API key scope, or the key cannot be used for the integration ! (This is only a short-term manual workaround while we are refactoring the integration process for these scenarios. We apologize for any inconvenience caused. If you need to apply for multiple organizations (orgs), please submit the form multiple times. )


We will grant the permissions within 24 hours of receiving the form. During this period, you can proceed with the connection configuration as guided by the help article. The functionality will work normally once the permissions are granted.



Connect AfterShip Returns with Zendesk


Create a Zendesk account, verify your email, and set up your helpdesk.


  1. Go to Zendesk marketplace and search AfterShip Return APP. Click Install and select the account to install the app and click Install again


  1. Paste the AfterShip Returns API Key in the designated field at Zendesk
  2. Select Role and Group restrictions



[Optional]Add custom fields to Zendesk tickets for better support

When integrating AfterShip Returns with Zendesk, it’s common for customer email addresses to be used as a reference for mapping Return information to tickets. However, there are scenarios where customer emails might not be available in Zendesk tickets. In these cases, using an Order ID or Order number as an alternative mapping point allows you to still link tracking data to Zendesk tickets.


This guide outlines how you can map tracking information from AfterShip to Zendesk tickets using the Order ID or Order number. By setting this up, your support agents will be able to access accurate delivery updates based on the Order ID or Order number, without needing customer email addresses.


Here we are taking the example of Order ID as a custom field.


Step 1: Add a custom ticket (Order ID) field


  • In Zendesk admin center, click Objects and rules in the sidebar, then select Tickets > Fields.
  • Click Add field.
  • Select a field type, then enter a Display name.
  • (Optional) Enter a Description for the custom field. This is visible to admins only.
  • Under Permissions, select an option:


  • Agents can edit: Only agents can view and edit the field. It appears in tickets.
  • Customers can edit: Agents and end users can view and edit the field. It appears in tickets and in the support request form in the help center.
  • Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users' requests, but isn't included in the support request form in the help center.

For a single ticket form, the new field automatically appears in your ticket form. If you use multiple ticket forms, you'll have to manually add the field to any ticket forms you'd like to include it in.


  • Click Save



Step 2: Identify the Order Lookup Field in Zendesk


Once you create a custom field, a Field ID would be automatically created for the custom field.


  • In your Zendesk admin panel, navigate to Objects and rules > Tickets > Fields.
  • Find the Field ID for the order lookup field, which will be used to identify the **Order ID **in Zendesk tickets.


Step 3: Copy the Field ID


  • Once you’ve located the correct Order Lookup Field, copy the Field ID for the next step.


Learn more about custom fields and how you can add them to your tickets and support request forms.


Step 4: Adjust AfterShip Returns Settings in Zendesk


  • In Zendesk admin, go to Apps and integrations > Zendesk Supported apps.
  • Find the AfterShip Returns app and click on the Change settings button.
  • In the settings page, paste the copied Field ID into the lookup field.
  • Click Update to save your changes.


After completing these steps, AfterShip Returns will be able to map Return information using the Order ID provided in the Zendesk ticket. This integration ensures that your support agents can quickly retrieve and share accurate tracking updates with customers.



Why this works


By using Order ID instead of customer emails, you can still map tracking data to the appropriate support tickets in Zendesk. The Order ID serves as a reliable reference, ensuring that agents can access shipment and delivery status information without needing the customer’s email. This process streamlines your customer support workflow, allowing agents to respond quickly and efficiently.



Approve and reject Return RMAs in Zendesk


Support agents can approve or reject return RMAs directly from the Zendesk sidebar. Inspection rules follow the same logic as those configured in the AfterShip Returns portal.

Note: Only Return RMAs support actions. Warranty claims are view-only.


When are action buttons shown?


RMA status

Buttons shown

Pending Approval

Approve + Reject

Approved

Reject only

All other statuses

No buttons shown


Approve a return RMA


  1. Open a Zendesk ticket and locate the return in the AfterShip Returns sidebar widget.
  2. Click the RMA card to open the detail page.
  3. Click Approve Return RMA.
  4. In the approval form:
    • Review the refund amount and refund method displayed at the top.
    • Optionally enter a Message to customer.
    • Send email notification to customer is checked by default — uncheck to suppress the email.
  1. Click Confirm Approve.

On success, a confirmation toast appears and the detail page refreshes with the updated status.


Reject a return RMA


  1. Open a Zendesk ticket and locate the return in the AfterShip Returns sidebar widget.
  2. Click the RMA card to open the detail page.
  3. Click Reject Return RMA.
  4. In the rejection form:
    • Review the refund amount and refund method displayed at the top.
    • Enter a Reject reason to customer (required).
    • Send email notification to customer is checked by default — uncheck to suppress the email.
  1. Click Confirm Reject.

On success, a confirmation toast appears and the detail page refreshes with the updated status.


Manage action permissions


You can control which agents are allowed to perform RMA actions by configuring Role and Group restrictions when installing or updating the AfterShip Returns app settings in Zendesk.

Navigate to Apps and integrations > Zendesk Support apps > AfterShip Returns > Change settings to adjust restrictions at any time.



Check the action log


All RMA actions taken in Zendesk (approve or reject) are recorded. You can review the action history in AfterShip.

  • AfterShip Returns admin portal — navigate to the corresponding RMA and check its activity log.


Fields reference


Return request fields


Field

Description

RMA number

Unique identifier for the return request

RMA status

Current status of the return: Submitted, Approved, Done, Rejected, or Expired

Original order

Order number the return is associated with

RMA created date

Date and time the return request was submitted

Return method

How the item is being returned (e.g., mail-in, in-store drop-off)

Shop now

Whether the customer opted for a shop-now store credit instead of a refund

Gift return

Whether this is a gift return

Refund method

Where the refund will be issued (e.g., original payment method, store credit)

Refund amount

Total refund amount and currency

Internal note

Merchant-side notes attached to this return

Return items

Items being returned — includes product name, variant, SKU, return reason, return sub-reason, reason note, quantity, and unit price

Exchange items

Items the customer has requested in exchange — includes product name, variant, SKU, and quantity

Exchange order number

Order number of the exchange order, if one has been created

Shipment tracking

Return shipment tracking number, carrier, and current tracking status


Warranty claim fields


Field

Description

Claim number

Unique identifier for the warranty claim

Warranty status

Current status of the warranty claim

Original order

Order number associated with the warranty claim (shown only if available)

Created time

Date and time the warranty claim was submitted

Place of purchase

Where the item was originally purchased (e.g., online, in-store)

Warranty items

Items under the claim — includes product name, variant, quantity, issue reason, and issue sub-reason

Replacement order number

Order number of any replacement order that has been issued


Key takeaways


  1. Zendesk integration with AfterShip Returns helps support teams respond quickly to customer inquiries about returns, warranty claims, refunds, and exchanges — all without leaving Zendesk.
  2. Setup is straightforward — install the AfterShip Returns app from Zendesk, paste your API key, and configure role/group restrictions.
  3. Both return requests and warranty claims are visible in the sidebar widget, each in their own section, sorted by creation date.
  4. Agents can approve or reject return RMAs directly from the sidebar. Action buttons are shown based on the RMA's current status.
  5. Warranty claims are view-only — approve/reject actions are not available for warranty claims.
  6. All RMA actions are logged and can be reviewed in the AfterShip Returns admin portal.


For any further questions or help, please contact our chat support team or reach out to us at support+returns@aftership.com.

Updated on: 03/06/2026