SupportBox integration now also shows where the shipment is
The integration with SupportBox, a customer communication tool, has now been extended with data from Retino Tracking. This means that with every incoming message, the support agent can see not only returns and complaints, but also the current shipment status.
"Hi, where's my package?" One of the most common questions an online shop's customer support receives. And while the customer waits impatiently, the support team looks up the tracking number, opens the carrier's website, and clicks back and forth between apps.
From now on, it's easier. We've extended Retino's integration with SupportBox, a popular Czech helpdesk, with data from Retino Tracking. With every incoming message, support now has all the important information in one place. Just one click and the shipment status is on its way to the customer.
What support sees in SupportBox
- Customer details – name, company, e-mail, phone number, total number of cases, and recent cases
- Case details – case number, product name and price, the date you received the case and its current status, suggested resolution, defect description or return reason
NEW:
- Shipment details — the current shipment status and a direct tracking link
By clicking on the case number, support gets straight to the case administration in Retino. No searching, no switching between windows.
Send the tracking link with a single click
Shipment tracking data in SupportBox is only visible to customer support. When a customer asks where their order is, the agent sends them the tracking link with one click. The query is resolved literally within seconds.
The result? Faster replies, happier customers, and less time spent hunting for information. Every minute saved counts.
How to set up the integration
- In the Retino administration, open the Marketplace and install the SupportBox plugin.
- Then, in SupportBox, go to Settings → Plugins and activate the Retino plugin.
A detailed step-by-step guide will walk you through the process.
Not using Retino Tracking yet?
Retino Tracking follows shipments on their way from the online shop to the customer across all carriers and sends customers transactional e-mails from order to delivery. Customers always know where their order is, and "where's my package" queries drop.
