The Wake order inside the ticket, before the agent asks.
Wake Order Tracker is our own Freshdesk app. When the ticket already carries the order number, the sidebar has fetched the customer and the order from Wake Commerce before the agent finishes reading the first line: items, payment, shipping, tracking code. One click writes the order number, the status and the tracking code back into ticket fields that belong to you.
Three places, and every value stays in your Freshdesk.
The app runs inside Freshdesk and keeps no database of its own. What it saves goes into ordinary ticket fields, which means views, automations, exports and reports can use it from then on.
In the ticket sidebar
The panel opens beside the conversation. It reads the order number from the ticket field you configured and looks it up on its own. Without one, it offers a number quoted in the subject for the agent to confirm, then tries the requester's e-mail address.
In the full order
A wide modal with tabs for information, items, payments, shipping and history: item photos, SKUs, gifts, coupon, instalments, the carrier, the tracking code, the carrier's own link and every status change.
In your own fields
Order number, status, tracking code, carrier, order date, total and CPF/CNPJ go into the custom fields you created, automatically or when the agent presses the button.
What the agent sees in the ticket.
Screenshots taken in a real Freshdesk, with the app answering from its built-in demo store: every name, address and order number below is fictional.
Wake stores whose support queue is made of orders.
If your agents answer “where is my order?” all day, someone is copying an order number into the Wake admin right now. With the app, the order shows up inside the ticket.
“Where is my order?”
The most common ticket in any store. The answer is a status and a tracking code, and both are on screen before the agent types a word.
Delivery running late
The shipping tab carries the carrier, the service, the estimate and the dispatch date, so the agent answers with a date instead of a guess.
Unpaid or cancelled
An order still waiting on Pix or a boleto, or one that was cancelled, says so on the card, before anyone promises a delivery.
Returns and exchanges
What was bought, at what price, which items were gifts and how it was paid: the whole order, before the conversation about sending it back starts.
Card details stay hidden
The agent sees the card brand and the instalments. The card holder, the card number and the payment token are never shown, even when Wake sends them.
Nothing changes in the store
Every call the app makes to Wake is a read. The token only needs read access to orders and customers, and the app never edits either.
About ten minutes to install.
Create the ticket fields
Single line text, one per value you want written: order number, status, tracking code, carrier, order date, total, CPF/CNPJ. Only the order number is required; leave any other mapping blank and the app skips that field.
Create a Wake API token
In the API settings of the Wake admin, with read access to orders and customers. Nothing more is needed: the app never writes to the store.
Install and map the fields
On the installation page: the Wake token, your Freshdesk subdomain and an API key allowed to update tickets, then one API name per ticket field. The page checks every credential against Wake and Freshdesk as you type, and tells you which of your fields are missing.
Open a ticket
The app appears in the right-hand sidebar. If the ticket carries an order number, it has already searched.
Prefer to look before handing over a token? Tick Demo mode on the installation page and the app answers from a built-in fictional store, calling no Wake API at all. The interface is in English, and in Brazilian Portuguese for agents whose Freshdesk is set to Portuguese; an admin can also fix one language for the whole helpdesk.
There is no server of ours.
We keep nothing on our side. The app is HTML and JavaScript running inside your Freshdesk account, with no backend, database or telemetry, and your data goes to exactly two places: the Wake Commerce API and your own Freshdesk. Nothing reaches us. We could not read your orders if we wanted to.
The Wake API token and the Freshdesk API key are declared as secure installation parameters. The Freshworks platform encrypts them, substitutes them into the request server-side, and never returns them to the browser. Uninstalling the app removes them with it.
Everything arriving from Wake or from the ticket is written to the page as text, never as markup, so a value a shopper typed cannot execute in an agent's browser. Links that come from third parties (tracking URLs, product images, payment links) are used only when they are http or https addresses.
Questions before you install.
What does it cost?
It is a paid app: per Freshdesk agent, per month, starting with a free trial. Freshworks bills it on your Freshworks account, and the price and the trial length are stated on the Marketplace listing. We never see your payment details.
Which order number does it use?
The one the shopper sees in the confirmation e-mail. In Wake, that number is also the order's id, so the app reads it, writes it and opens the order with it directly. There is no second, internal number to mix it up with.
What if the ticket has no order number?
A number quoted in the subject is filled in for the agent to confirm, never looked up on its own, since a false match would show somebody else's purchase. Otherwise the app searches the requester's e-mail. The agent can also type an order number, an e-mail or a CPF/CNPJ by hand.
What if Wake does not answer?
Wake allows 120 requests a minute per token, so the app makes its calls one after another instead of in a burst. If the tracking or the status history does not arrive, the order still shows and the tab says Wake did not send it, so an empty tab is never read as “no tracking”. When Wake refuses a call with a message, the agent sees Wake's own words.
Does it change my tickets on its own?
Only the fields you mapped, only if you turned automatic updates on, and only for an order that came from the ticket's own field. Otherwise nothing is written until an agent presses “Update ticket fields”.
Which Freshdesk plan do I need?
One with ticket custom fields and API access. The app writes through the Freshdesk API using a key you supply, so the key's agent needs permission to update tickets.
Where do I get it?
It is on its way to the Freshworks Marketplace. Until it lands there, talk to us and we install it in your account as a custom app.
Can it be customised?
Yes. The code is ours, so another field, another search rule or a link into your ERP is something we can quote as a project.
Answer “where is my order?” without leaving the ticket.
We install it, map your fields and walk your agents through it. Come talk to us.
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