eDesk logo eDesk automation · runs daily

Answer eDesk where-is-my-order tickets with AI

Every day a share of marketplace tickets ask where a parcel is, and an agent opens each one, finds the order, reads the tracking and types the same answer again.

Cotlet does it in your own eDesk account with list_tickets, get_ticket, get_order, list_templates and reply_to_ticket, called by your AI agent, an n8n workflow or a script.

Sign up free All eDesk tools

Hosted · nothing to install or maintain

Can eDesk do this on its own?

eDesk answers the plain case itself (checked 20 Oct 2026): a Message Rule with a Rule-only template sends the same delivery text when the ticket type and order status match. The template does not read what the customer asked and does not compare the date with today. Nothing in eDesk sorts late parcels from on-time ones before replying.

How you do it in eDesk today

  1. An agent opens the ticket and reads the Order information in the sidebar: order number, shipping status, tracking number and link if available, and estimated delivery.
  2. In the Reply box the agent clicks the Template icon, or types an underscore, and picks the delivery template. Snippets such as #tracking_code# fill in from the order.
  3. An admin can send the answer automatically: a Message Rule with the ticket type Shipping query and the order status Order shipped or In transit binds a Rule-only template with Bind an Autoresponder.
  4. For tracking links, an admin opens All Orders, selects an order of that courier and clicks the pen icon next to the tracking code to add a link that eDesk reuses for the courier.
  5. Tickets the rule does not match, such as a parcel past its date or an order without tracking, wait for an agent to read them.

How to answer eDesk where-is-my-order tickets with AI

Prompt

For Shipping query tickets in to do, check the order. If it is on time, reply with the tracking code and expected delivery date in my Delivery update wording. If it is late or has no tracking, leave it for me with a note.
  1. 01

    Find the questions

    list_tickets with type Shipping query and status to_do returns tickets that wait for a reply. Tickets that already have a reply are not touched.

  2. 02

    Read the ticket and its order

    get_ticket gives the message and the linked order. When eDesk linked none, the agent searches list_orders with the order number the customer typed, and leaves the ticket for you if there is no match.

  3. 03

    Judge the order

    get_order returns the status, the ship date, the tracking and the expected delivery dates. The agent sorts the order: on time, past its latest expected date, or no tracking. Only the first group gets an answer.

  4. 04

    Use your wording

    list_templates returns your Delivery update template once per run. The agent keeps its sentences and puts the real order number, ship date and tracking code in place of the snippets.

  5. 05

    Reply and park

    reply_to_ticket sends the answer with send status waiting, so the ticket drops out of To Do and returns there if the customer writes back. Every reply asks for your OK until you switch confirmation off.

What you get back

Example data

Shipping query tickets waiting: 9
Replied 6, e.g. #48210 (Royal Mail HB204418830GB, due 14 Oct)
Left for you 3:
- #48221 past its latest delivery date
- #48224 order has no tracking code
- #48226 no order found for the number given

Other ways to ask

  • Only reply on the Amazon UK channel and list the other channels.
  • Reply to Shipping query tickets on eBay and tag the late ones with Late parcel.
  • List every Shipping query ticket with the order status and expected date, and send nothing.

What eDesk allows, and what to know first

  • A Rule-only template that uses order snippets needs at least one Order Status in its Usage Conditions, for example #dispatched_on# needs Order Shipped, so orders in other statuses fall through to a person.
  • eDesk customer-name and shipping-address snippets do not fill in on Amazon channels because of Amazon PII restrictions, so replies on Amazon leave them out.
  • eDesk links an order to a ticket by matching details such as an Order Reference, and the Order Lookup setting can limit matching to orders within a set number of days.
  • The send status defaults to Resolved unless your user setting says Waiting, and a customer reply reopens the ticket in To Do.
  • After one tracking link is set for a courier name on All Orders, eDesk fills in a tracking link for every order with that courier.

reply_to_ticket asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: eDesk Help: Exploring the ticket view · eDesk Help: Replying to a ticket · eDesk Help: Common uses of Message Rules · eDesk Help: Tracking code mapping · eDesk Help: Creating manual usage templates · eDesk Help: Setting up your company details

Call reply_to_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/edesk/tickets/48210/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.","send_status":"waiting"}'

Example response

{
  "message_id": 771209,
  "ticket_id": 48210,
  "kind": "reply",
  "status": "waiting",
  "sent_at": "2026-10-20 09:05:00"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is edesk_write → reply_to_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

eDesk tools this automation uses

Cotlet eDesk tools used to answer eDesk where-is-my-order tickets with AI
Tool Parameters
list_tickets status, query, type, channel_id, owner_id, tag, updated_before, limit, cursor
get_ticket ticket_id
get_order order_id
list_templates query
reply_to_ticket ticket_id, body, send_status
All 11 eDesk tools with descriptions

Frequently asked questions

Is it safe to connect eDesk to Cotlet?

Yes. You sign in to eDesk yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get eDesk once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

Give your agent access to eDesk.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with eDesk.

Sign up free