Workflow automation · E-commerce brand
Automated E-commerce Order and Support Workflow
An order and support workflow that handles order updates, “where is my order” questions and returns between Shopify and Zendesk.
Stack
- Shopify
- Make.com
- OpenAI
- Zendesk
- 01 · ZendeskNew ticket
- 02 · ShopifyFind the order
- 03 · OpenAIDraft or send reply
- 04 · Make.comUpdate ticket
The problem
Most support tickets were order status and returns, each needing a lookup in Shopify before anyone could reply.
Discovery
Before building, I mapped:
- Q1Ticket types by volume
- Q2Returns and refund rules
- Q3Shipping carriers and tracking data
The idea
Look up the order automatically for every ticket and answer the common ones straight away, leaving real problems to the team.
How it runs
- Step 1
A ticket arrives in Zendesk and Make.com finds the matching Shopify order.
- Step 2
Order status and tracking are attached to the ticket.
- Step 3
OpenAI drafts a reply; simple status questions can be answered automatically.
- Step 4
Returns follow the policy steps, and exceptions go to an agent.
What the client got
- Make.com scenarios
- Zendesk macros and tags
- Reply prompts
- Returns flow
Next build
Next build · Chat and messagingLead Qualification AI Chatbot for Law FirmsHand me the busywork.
An automation, a GoHighLevel setup, an AI agent, a connected system or a batch of AI ads. Tell me what slows you down and I will tell you how I would fix it.