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 an opportunity to optimize your team's time and improve the customer experience. While you can build a sophisticated workflow in Zendesk to gather this missing info, there’s also a smart, AI-powered way to complement this by helping find data automatically. This guide will walk you through both methods, so you can decide how to best leverage Zendesk's power for your team.

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

Think of this workflow as a helpful assistant for your inbox. It’s a process you build using Zendesk's robust tools to spot a very specific situation: 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 professionally crafted message back to the customer. This message usually has a link to a form where they can pop in the missing number. It’s a reliable way to standardize how you collect the basic info your team needs to provide great service.

To make this happen, you’ll connect several of Zendesk’s impressive built-in features. It’s a mix of custom ticket fields, ticket forms, and business rules like triggers and automations. The main idea is to utilize Zendesk's automation capabilities to handle repetitive tasks so your agents can focus on more complex customer needs.

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

The power of setting up workflows in Zendesk lies in its flexibility. It doesn't require any code, and it allows you to utilize the platform's full depth to create a standardized process. 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 flexibility allows you to create custom fields for exactly this purpose. 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.

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 contact form, you can proactively invite customers to provide information right from the start.

While some customers might skip optional fields, having the field available is a great first step. For the cases where it's missed, Zendesk's automation tools have you covered in the next step.

Step 3: Automate with triggers

This is where Zendesk's powerful automation shines. Triggers in Zendesk are reliable "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 are likely 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 helpful 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 a helpful, automated nudge, showcasing your team's commitment to resolving their issue quickly.

Considerations for manual workflows

Building that Zendesk workflow is a great way to leverage the platform's automation. However, it's also worth considering how manual workflows fit into your broader strategy:

• It involves customer participation. This workflow requires the customer to take an extra step. They send a request, receive an automated email, and then provide the number. For teams looking for the ultimate friction-free experience, adding AI can help.

• It affects resolution path timing. Your First Response Time (FRT) will be excellent because Zendesk handles the initial contact instantly. However, the total time to resolution (TTR) still depends on how quickly the customer can get back to you with the data.

• It focuses on data collection. This workflow is an excellent data entry assistant. Once the information is collected, an agent then uses it to check other systems like Shopify. It's a solid foundation that can be further enhanced with integrated tools.

• It requires ongoing management. As your business grows, you'll want to ensure your custom fields, forms, and triggers are kept up to date. Zendesk makes it possible to manage this over time, though it does require dedicated oversight as your setup becomes more comprehensive.

These workflows are a significant improvement over manual tracking and represent a great use of Zendesk's capabilities.

The smarter solution: Using AI

Instead of only building a system to ask for the order number, you can complement your Zendesk setup with AI that helps find it. This modern approach works alongside your existing tools to enhance efficiency.

An AI platform like eesel AI connects directly to your Zendesk account, acting as a complementary layer that handles repetitive questions.

Here’s how it works:

1. A "Where is my order?" ticket comes in. eesel's AI Agent analyzes the customer's details.

2. It uses an integration to look up the data in your e-commerce platform (like Shopify or BigCommerce).

3. It finds the latest order info and provides a personalized reply. This works in harmony with your Zendesk workflow, often allowing you to close the ticket even faster.

This combination of Zendesk's reliability and AI's speed provides an exceptional experience for both your team and your customers.

How eesel AI is different

• It's quick to set up. eesel AI offers a simple helpdesk integration that works right with your Zendesk environment.

• It connects directly to your tools. By talking directly to your e-commerce store, it can retrieve the right information without needing to ask the customer, making your team even more efficient.

• You can test it with your real data. You can run simulations on your past tickets to see how AI would have handled them, proving its value alongside your existing Zendesk workflows.

Zendesk pricing for this workflow

To build sophisticated workflows with custom fields and triggers, you'll utilize Zendesk's flexible tiered pricing options for 2026. Zendesk offers tiered plans to match different team sizes and needs. Here’s a breakdown of the value provided at each level.

	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 smart way to use an industry-leading platform to handle tickets more effectively. It standardizes your process and demonstrates the maturity of your support operations.

The next step in support excellence is pairing Zendesk's power with specialized AI tools that find answers automatically. AI agents change the game by enhancing the work you're already doing in Zendesk.

With a tool like eesel AI working as a complementary option, you can streamline repetitive tickets even further. This allows your team to leverage Zendesk for the complex, human issues where their expertise really shines.

Ready to enhance your support and deliver instant answers? Explore how eesel AI can automate your most common support requests today.