How to create a Zendesk workflow to request missing order number with a form

We’ve all been there. A new ticket pops up with that classic, all-caps subject line: "WHERE IS MY ORDER???" The customer is understandably anxious, and your agent is ready to jump in and help. But then they see it (or rather, don't see it): the order number is missing.

And just like that, everything stops. What should be a quick, one-and-done reply turns into a slow-motion game of email tag. The agent sends a polite message asking for the number, the customer has to dig through their inbox to find it, and an hour later, you’re finally ready to start.

It’s a huge time-waster for your team and a frustrating experience for your customer. While you can build a workflow in Zendesk to chase down this missing info, there’s a much smarter, AI-powered way to solve this without ever bothering the customer. This guide will walk you through both methods, so you can decide if you want to get better at chasing the info or just stop the chase completely.

What is a Zendesk workflow to request missing order number with a form?

Think of this workflow as an automatic bouncer for your inbox. It’s a process you build inside Zendesk to spot a very specific problem: tickets that seem to be about an order but are missing the actual order number.

Once it spots one of these tickets, the workflow automatically sends a pre-written message back to the customer. This message usually has a link to a form where they can pop in the missing number. It’s basically a digital assistant that standardizes how you collect the basic info your team needs to get to work.

To make this happen, you’ll need to connect a few of Zendesk’s built-in tools. It’s a mix of custom ticket fields, ticket forms, and business rules like triggers and automations. The main idea is to take some of the manual work off your agents’ shoulders so they're not typing "Can I get your order number?" all day long.

The standard approach: Building the Zendesk workflow to request missing order number with a form

Setting up this kind of workflow in Zendesk doesn't require any code, but it does mean you’ll have to get your hands dirty with a few different settings. It’s a solid way to standardize your process, but it isn’t exactly a five-minute fix. Here’s how all the pieces fit together.

Step 1: Create a custom field

First things first, you need a specific spot to put the order number. Zendesk’s default fields are pretty generic, so you'll have to create a custom one. This field is the backbone of the whole operation.

Just head into your Zendesk admin panel and create a new field. A simple "Text" or "Numeric" field labeled "Order Number" will do the trick. This gives you a structured piece of data you can use for routing, reporting, and, of course, automation.

<protip text="Here’s a small setting that pays off big time: make this new field "required to solve a ticket." Ticking this little box forces agents to make sure the order number is filled in before they can close a ticket. It’s a lifesaver for keeping your data clean and makes your reports much more accurate later on.">

Step 2: Use ticket forms

Ticket forms are what your customers see when they submit a request through your help center. By adding your new "Order Number" field to your main contact form, you can proactively ask for the information right from the get-go.

But let's be real, this won't catch everyone. We've all been that customer who skips the optional fields or just doesn't have the order number handy when they’re reaching out. That’s why you still need the next step for all the times this one doesn't work.

Step 3: Automate with triggers

This is where the real automation happens. Triggers in Zendesk are simple "if-this-then-that" rules that run whenever a ticket is created or updated. You can set up a trigger that keeps an eye out for tickets that look like they're about an order but are missing the number.

The logic for your trigger would look something like this:

• IF a ticket meets ALL of these conditions:

  • The ticket is new.

  • The "Order Number" field is empty.

  • The subject or description includes words like "order," "shipping," or "delivery."

• THEN perform this action:

  • Email the customer with a pre-written message asking for their order number. You can also link them to a form where they can update the ticket directly.

This setup makes sure any customer who forgets the order number gets an instant, automated nudge to provide it, all without an agent having to lift a finger.

The hidden costs of this manual workflow

Building that Zendesk workflow feels like a win, right? You've automated a boring task. But if you take a step back, you'll see this workflow has some pretty big downsides.

• It creates more work for your customer. You’ve just turned a simple question into a multi-step chore. The customer sends a request, gets an automated email, has to go find their order number, and then reply again. Every extra step adds friction and can lead to frustration.

• It slows down your actual resolution time. Your First Response Time (FRT) might look amazing because an auto-reply went out instantly. But the metric that really matters to customers, Time to Resolution (TTR), takes a hit. The clock is ticking, but the problem-solving can't even start until the customer gets back to you.

• It doesn't actually solve the problem. This workflow is just a glorified data entry assistant. An agent still has to take that order number, log into another system like Shopify or Magento, look up the order status, and then finally write a reply. The most time-consuming part of the job is still completely manual.

• It adds complexity you have to manage. Juggling custom fields, forms, and triggers can get complicated. As your business grows, you have to remember to update all these connected pieces. It can make your Zendesk setup more fragile and a pain to manage over time.

This manual workflow is better than doing nothing, but it's really just a patch on a broken process. It makes you better at asking for information instead of getting rid of the need to ask in the first place.

The smarter solution: Using AI

Instead of building a whole system to ask for the order number, what if you could just find it instantly? That’s where a modern, AI-powered approach comes in.

An AI platform like eesel AI connects directly to your Zendesk account without making you switch helpdesks. It’s designed to handle these kinds of repetitive questions from start to finish.

Here’s how it works:

1. A "Where is my order?" ticket comes in. eesel's AI Agent looks at the customer's name or email.

2. It uses a pre-built action to look up the data in real-time in your e-commerce platform (like Shopify or BigCommerce).

3. It finds the customer's latest order, grabs the current status and tracking link, and writes a complete, personalized reply back to the customer. Often, it can close the ticket in just a few seconds.

The entire back-and-forth is just… gone. The customer gets an answer right away, and your agents never even have to see the ticket.

This workflow diagram illustrates how eesel AI automates the customer support process, from ticket analysis to resolution, as a smarter alternative to a manual Zendesk workflow.

How eesel AI is different

• It's quick to set up. Forget about spending hours fiddling with Zendesk settings. eesel AI offers a one-click helpdesk integration. You can be up and running in a few minutes.

• It connects directly to your tools. Instead of making the customer the go-between, eesel AI talks directly to your e-commerce store. It gets the right information, every single time.

• You can test it with your real data. Before you turn the AI on for your customers, you can run it in a simulation mode on thousands of your past tickets. This shows you exactly how many "missing order number" questions you could have resolved instantly, proving its value before you commit.

A screenshot of the eesel AI simulation feature, which provides a safe environment to test the AI's performance on past tickets before activation.

Zendesk pricing for this workflow

To build workflows with custom fields and triggers in Zendesk, you'll need one of their paid plans. The features and automation tools can vary quite a bit between the different tiers. Here’s a breakdown of Zendesk’s pricing so you can see what you'd need.

	Support Team	Suite Team	Suite Professional	Suite Enterprise
Annual subscription (per agent/month)	$19	$55	$115	$169
Monthly subscription (per agent/month)	$69	$149	$219
Key AI Features	AI Agents with add-on*	Essential AI agents, Generative replies	Essential AI agents, Generative replies	Essential AI agents, Generative replies
Channels	Email, Facebook, X	Email, Social Messaging, Live Chat, Voice	All Team channels	All Professional channels
Help Centers	1 (with add-on)	1	Up to 5	Up to 300
Reporting	Prebuilt dashboards	Prebuilt dashboards, Automated resolution reporting	Customizable reporting, Real-time insights	Everything in Professional + Audit logs, Business rules analysis
Customization	Basic	Basic	App Builder, Layout builder, Skills-based routing	Dynamic workspaces, Custom agent roles, Sandbox environment

* Requires Help Center add-on

Stop chasing information and start automating

Building a Zendesk workflow to request missing order number with a form is a good first step away from handling every ticket by hand. It standardizes your process and saves your agents from typing the same reply over and over. But at the end of the day, it just helps you collect information more efficiently; it doesn't solve the customer's problem any faster.

The next step in support isn't about getting better at asking questions, it's about having the tools to find the answers yourself. AI agents change the game by turning a clunky, multi-step conversation into a single, instant resolution.

With a tool like eesel AI, you can get rid of this entire category of repetitive tickets. The simple setup and powerful integrations free up your team to focus on the complex, human issues where they can really make a difference.

Ready to stop the back-and-forth and deliver instant answers? Explore how eesel AI can automate your most common support requests today.