New
Satchelwell for Magento and Adobe Commerce
Magento orders on the ticket: refund, cancel, hold, comment and resend emails, all logged.
Works with
Support
Developer
Great Work LLC
About this app
See the customer's Magento orders on the ticket, and sort them out without leaving Zendesk. When someone writes in about an order, Satchelwell shows every order they placed next to the ticket: items, totals, payment, shipments with tracking numbers, invoices, credit memos, returns and the order's comment history, with their lifetime value. Agents you allow can refund with a credit memo, cancel, hold, comment and resend order emails. Every action is written to the ticket as an internal note.
Works with Magento Open Source and Adobe Commerce 2.4, self-hosted or on Adobe Commerce cloud infrastructure. Satchelwell is built by Great Work LLC. It is not made or endorsed by Zendesk or Adobe. Adobe, Adobe Commerce and Magento are either registered trademarks or trademarks of Adobe in the United States and/or other countries.
Every order, matched automatically
- Found by every email address on the requester's Zendesk profile: customer accounts on every website and guest checkouts alike, in one request.
- Each order in full: items, discounts, shipping, tax, payment, invoices, credit memos and comments.
- Shipments and tracking numbers for every package, and Adobe Commerce returns with their status.
- Lifetime value and average order per currency, net of refunds.
- Insert the order status in your reply, or look up any order number or email.
Actions with guard rails
- Refund with a credit memo, online or offline, with items returned to stock if you choose. The total never goes past what is left on the order.
- Cancel, hold and release hold, offered only when Magento allows it for the order's state, with a warning when canceling would leave invoiced money unrefunded.
- Add an order comment for your team, visible to the customer in their account, or emailed to them.
- Resend an email: the order confirmation, an invoice, a shipment (with tracking) or a credit memo.
Every action shows a confirmation before anything is sent.
- You decide who may act: admins only by default, or agents, custom roles or groups you list. Each action type can be switched off, and refunds above a limit you set need an admin.
Logged on the ticket, every time
- Each action adds an internal note to the ticket with the order, amounts, reason and agent, plus a tag you can use in views and reports.
If the store's answer gets lost, Satchelwell reads the order again, so an action is never sent twice.
Several websites, store views and stores
One Magento installation with several websites and store views works out of the box: every order shows its store view. Map a Zendesk brand to its store views so agents see that brand's orders first.
Connect up to three separate Magento installations, for example one per region, each opened by its own brands.
Plan (billed monthly by Zendesk)
Standard: $5 per agent per month. Every feature is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Your access token is stored as a Zendesk secure setting. It never reaches agents' browsers: Zendesk adds it to each request on the way to your store, and only to the store domain you entered. Satchelwell has no Great Work server, keeps no copy of your Magento or Zendesk data, has no export, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI. No extension to install in Magento.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
- In the Magento admin, go to System > Extensions > Integrations > Add New Integration. Name it "Satchelwell for Zendesk" and enter your admin password. On the API tab choose Resource Access: Custom and tick Sales > Operations > Orders > Actions (View, Cancel, Hold, Unhold, Comment, Send Order Email), Sales > Operations > Invoices, Shipments and Credit Memos, and Customers > All Customers. Adobe Commerce: also tick Returns to show returns. Leave out the actions you do not want agents to take. Save, then Activate and Allow, and copy the Access Token.
- In Stores > Configuration > Services > OAuth > Consumer Settings, set Allow OAuth Access Tokens to be used as standalone Bearer tokens to Yes and save. Magento 2.4.4 and later refuse the token from Zendesk without it.
Install Satchelwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Fill in Store domain with the domain only, in lowercase, like
shop.example.com(nohttps://, no path). If Magento lives in a sub-folder, put it in Base path, like/shop. - Paste the Integration access token. Zendesk stores it as a secure setting; agents never see it and Zendesk only sends it to the store domain you entered. Optional: the Admin URL for "Open in Magento" links.
- Optional: map Zendesk brands to store views (Store views per brand, like
360001: 1, 2), and add a second or third Magento installation with its own domain, token and brands. - Choose Who may take actions:
admin(the default),agentfor everyone, custom role ids, orgroup:<id>for groups, separated by commas. Switch each action type on or off, and set the Largest refund without an admin (0 means no limit). Open a ticket from a customer. Satchelwell shows their orders in the sidebar. Actions write an internal note on the ticket.
Your store needs HTTPS that Zendesk's servers can reach. If the sidebar says the store did not accept the token, or that a firewall blocked Zendesk, the setup guide at https://greatwork.company/apps/satchelwell-for-magento-and-adobe-commerce/docs has the fix.
Satchelwell creates nothing in your Zendesk account and installs nothing in Magento. It adds internal notes and satchelwell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored tokens; also delete the integration in Magento.
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