Once connected, agents can search for an order by its Onro order code and instantly see its status and key delivery details right in the Zendesk ticket sidebar.
What you'll be able to do
Search for a delivery using its Onro order code
View the current delivery status
See the last status update time
View the order type, delivery service, and delivery method
View the assigned vehicle type, when available
Access all of this without leaving the ticket
This is especially useful for answering the questions your team hears most often:
"Where is my order?"
"Has the driver started the delivery?"
"Has my parcel been delivered?"
"Why has the order not been delivered?"
"What is the latest delivery status?
Before you start
Make sure you have:
An active Zendesk Support account
Administrator access to Zendesk Admin Center
Administrator access to the Onro Admin Center
An Onro integration user created for Zendesk (see Step 1 below)
The Onro app installed from the Zendesk Marketplace
How to set up the integration
Step 1: Create a Zendesk integration user in Onro
In the Onro Admin Center, go to Settings → Integrations → Support.
Select Zendesk.
Click New to create an integration user.
Fill in:
Title: a recognizable name, e.g., Zendesk Customer Support
Business: the business account whose orders should be accessible through Zendesk
Click Submit.
Onro will generate an API key. Copy it. You'll need it when installing the app in Zendesk.
The API key only exposes orders for the business you select here. If you support multiple businesses, create a separate integration user (and API key) for each one, as your Zendesk setup requires.
Keep the API key secure and treat it like a password.
Step 2: Install Onro from the Zendesk Marketplace
Open the Onro listing in the Zendesk Marketplace.
Click Install.
Select the Zendesk account where you want to install the app.
Continue to the app configuration page.
Once installed, the Onro app appears inside the ticket sidebar.
Step 3: Add the Onro API key
While configuring the app in Zendesk:
Find the setting named Onro API Key.
Paste the API key generated in Step 1.
Confirm there are no spaces before or after the key.
Save the app settings.
This authorizes Zendesk agents to retrieve delivery information for the connected Onro business account.
Step 4: Search for an order
Open a ticket in Zendesk Support.
Locate the Onro app in the ticket sidebar (open it if the section is collapsed).
Enter an Onro order code.
Click Search.
Onro returns the matching delivery information directly inside the ticket sidebar.
Using the integration
Search for an order
Enter the exact order code and submit the search. Results are limited to the business account tied to your configured API key.
For privacy and accuracy, the integration searches only by order code — not by recipient name, phone, email, pickup or delivery address, driver name, or private delivery instructions. Zendesk conversation content is never sent to Onro.
Review the delivery information
When a matching order is found, the sidebar can show:
Field | Description |
Order code | The order's unique identifier |
Current delivery status | Where the order stands right now |
Last status update | When the status last changed |
Order type | e.g. Pickup and Delivery |
Service type | e.g. Same-day delivery |
Delivery method | How the order is being fulfilled |
Vehicle type | When available |
This lets agents understand the current stage of a delivery without asking dispatch or operations to look it up separately.
Common scenarios
"Where is my order?" Search the order code and review the current status and most recent update. For example, Assigned, Started, Driver Arrived, Picked Up, At Warehouse, Out for Delivery, or Delivered. Then share an accurate update with the customer.
"The driver hasn't arrived." Check whether the status is Assigned, Started, Driver Arrived, or Picked Up to see whether a driver has been assigned, the delivery has started, or the parcel has already been collected, and whether the issue needs escalating to operations.
"My parcel wasn't delivered." Check for a Not Delivered, Failed, Cancelled, For Return, Returned, or Lost status to get an initial read before escalating to dispatch or warehouse teams.
Escalating internally. Include the order code, current status, order type, service, and last update in an internal note, escalation ticket, dispatch request, or warehouse inquiry, so the receiving team can investigate without repeating the search.
Good to know
This integration is read-only. Agents can search for and review delivery information, but can't change order status, delivery address, driver assignment, delivery time, pricing, or payment information.
Access is controlled entirely by the API key. Agents with access to the Zendesk account and the installed app can use it according to their Zendesk permissions. No need to enter the API key individually.
Removing the connection. Disabling or uninstalling the app doesn't delete existing Onro orders, the Onro customer account, the Onro project, Zendesk tickets, or the Onro integration user. You can also disable the related integration user in Onro if the connection is no longer needed.
Troubleshooting
The Onro app doesn't appear in the ticket sidebar. Confirm the app is installed and enabled, that it was installed for the correct Zendesk account, that you're viewing a Support ticket, and that your Zendesk role has permission to use installed apps. Try refreshing the page after installation.
The API key is invalid. Check that you copied the full key with no extra spaces, that the integration user still exists in Onro, that its type is set to Zendesk, that the correct business is selected, and that the key matches the right environment (a production key won't work in a test/onboarding environment, and vice versa).
No order is found. Confirm you entered the exact order code, that the order belongs to the business tied to the integration user, that the API key is connected to the correct business account, and that the order exists in the correct environment. The app doesn't search by recipient name, phone, email, address, driver, or ticket content.
The order exists under a different Onro business. Each API key is limited to one Onro business. Create a separate Zendesk integration user for the other business and configure the appropriate installation or workflow with the new API key.
The app previously worked but has stopped. The API key may have expired, been removed or regenerated, been connected to a deleted integration user, been replaced in Onro, or been created for a different environment. Generate a valid key from Onro and update the app settings in Zendesk.
Can multiple Zendesk agents use the app? Yes, anyone with access to the Zendesk account and the installed app can use it per their Zendesk permissions. No need to enter the API key individually.
Can agents modify orders from Zendesk? No. The integration is read-only — agents can search and review delivery information but can't change delivery operations.