Shopify Order ID field no deleted

Hi Lydia,

Thanks for the feedback!

Just so we're on the same page, where is this field being displayed and stored?

Thanks,

David

Hi David,

The field appears in the ticket fields area and can be used in other areas as another ticket field:

Beside the "title" I can see information about the app that is related to, but only there. If I try to add more info to that title editing the field (changing "Title shown to agents"), I cannot because the field was created by an integration:

If the app that created the field is uninstalled (in this case when you disconnect the Shopify integration), the field is not deleted or inactivated so if you're trying to use the "Shopify Order ID" in ticket forms or views, you don't know what field you're selecting as all have the same name displayed (and some of those fields don't exist any more because the integration that managed them is uninstalled). This is an example in views:

It would be great if the field is deleted with the uninstall/disconnect Shopify integration and the field displays some shop info in the title displayed to agents.

I hope that helps.

Regards.

Hi Lydia,

Thanks for pointing this out.

Our new integration doesn't create a new ticket field for "Shopify Order ID", do you use this field?

In terms of the current integration deleting the field when the storefront is disconnected, I'll see if we are able to make a quick update to fix this.

Thanks,

David

Hi David, 

You're right. I just checked and any of those fields were created by the new Shopify integration, so the issue is related with the old integration.

Thanks for your help.

Regards,

Lydia

Hi Lydia,

Happy we were able to help!

We've done some more digging and unfortunately are unable to delete this specific field due to the downstream impacts it could have to customers reporting and other processes

We're not planning to build the field into the new integration, but would be curious if anyone does currently use it?

Thanks,

David

Thanks for checking.

We use that field to display the information about the order from Shopify inside the ticket (Shopify app on the right hand side) so agents can see order's details without leaving Support. If the field is empty, the app displays all the order's numbers from that user. That's very handy.

Then, when reporting, you know that if the the field "Shopify Order ID" the ticket is related with a buying issue and then you can track if it's for a particular period of time, carrier, product, etc.. as you can link back to Shopify with that ID.