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Creelwell for Shopware
Shopware 6 orders on the ticket: refunds, state changes, comments and tracking, all logged.
Trabaja con
Support
Desarrollador
Great Work LLC
About this app
See the customer's Shopware 6 orders on the ticket, and sort them out without leaving Zendesk. When someone writes in about an order, Creelwell shows every order they placed in your shop next to the ticket: items, totals, payment and refunds, deliveries with tracking, their checkout comment, your internal comment and the state history, with their lifetime value. Agents you allow can change the order, payment or delivery state, refund through Shopware, add an internal comment or a tracking code, and every action is written to the ticket as an internal note.
Creelwell is built by Great Work LLC. It is not made or endorsed by shopware AG. Shopware is a trademark of shopware AG.
Every order, matched automatically
- Found by every email address on the requester's Zendesk profile: orders from their customer account and guest checkouts alike. Orders whose buyer email is not theirs are left out.
- Each order in full: items, totals, payment and refunds, every delivery with its tracking link, the checkout comment, the internal comment and the state history.
- Lifetime value and average order, net of refunds, plus how many orders are still open. One click opens the order or the customer in your Shopware Administration.
- Several sales channels and shops: map each Zendesk brand to its channels, and connect up to three Shopware 6 shops.
No match? Look up any order number or email from the sidebar.
Actions with guard rails
- Change the order, payment or delivery state using only the transitions your shop allows. Choose whether Shopware emails the customer (off by default).
- Refund through Shopware's refund API. Where a payment method has no refund support in Shopware, Creelwell says so instead of pretending.
- Add a dated line to the internal comment (Shopware 6.6 and later) below what is there, never over it, and add tracking codes to a delivery.
Every action shows a confirmation that says exactly what will happen. Creelwell checks the order again just before sending, so an action is never sent twice or on a stale state.
- Each action adds an internal note and a tag (such as
creelwell_refund) to the ticket. Refunds and state changes carry the ticket number in Shopware too. - You decide who may act: admins only by default, or agents, custom roles or groups you list. Each action type can be switched off, refunds above a limit you set need an admin, and recording a payment as paid by hand is always admin-only.
Plan (billed monthly by Zendesk)
Standard: $9 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 secret access key is stored as a Zendesk secure setting. It never reaches agents' browsers: Zendesk adds it to the sign-in request on the way to your shop, and only to the shop domain you entered. Shopware answers with a short-lived sign-in (10 minutes unless you changed it) that the sidebar keeps in memory and that can do only what the integration's role allows; Creelwell refuses integrations with administrator rights. A read-only role gives the sidebar; the action permissions are needed only for the actions you turn on. Creelwell has no Great Work server, keeps no copy of your Shopware 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. Nothing to install in Shopware: no plugin, just an integration.
Support
Email hello@greatwork.company. We reply within one business day.
Detalles de la aplicación
Cómo instalar
- In the Shopware 6 Administration, go to Settings > System > Users & permissions > Roles and create a role named "Creelwell". Under Permissions, tick Orders: Viewer and Customers: Viewer, plus Orders: Editor if agents will take actions. Under Detailed privileges, add read access to sales channels and state machine history, and for refunds create and update on order transaction capture refunds plus the order refund permission. The setup guide at https://greatwork.company/apps/creelwell-for-shopware/docs lists every privilege. For a view-only sidebar, leave out the Editor and refund parts.
- Go to Settings > System > Integrations > Add integration, name it "Creelwell for Zendesk", leave Administrator off and pick the Creelwell role. Copy the Access key ID and the Secret access key: Shopware shows the secret only once.
Install Creelwell 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.
- Enter the Shop domain (the host your Administration runs on, like
shop.example.com, no https://), the Integration access key ID and the Integration secret access key. Zendesk stores the secret as a secure setting; agents never see it and Zendesk only sends it to the shop domain you entered. Add a Base path only if Shopware runs in a sub-folder. - Optional: in Sales channels per brand, map Zendesk brand ids to Shopware sales channel ids, like
360001: 98432def39fc4624b33213a56b8c944d. Sales channel ids are in the Administration address when you open a sales channel. Optional: add a second or third shop with its own domain, integration and name, and list the Zendesk brand ids that should open each shop.
- 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. Creelwell shows their orders in the sidebar. Actions write an internal note on the ticket.
If your shop sits behind a firewall that only lets in known addresses, allow Zendesk's public IP ranges: Zendesk's servers make the requests. If the sidebar says Shopware did not accept the access key, or that the integration is missing a permission, the setup guide has the fix. A missing permission can be added to the role; the access key stays the same. If it says the integration has administrator rights, turn Administrator off on the integration and pick the Creelwell role.
Creelwell creates nothing in your Zendesk account and installs nothing in Shopware. It adds internal notes and creelwell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored secret; also delete the integration in Shopware.
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