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One timeline of tickets, orders and refunds for a customer
For support agents who want Freshdesk tickets and WooCommerce orders and refunds for one email, just by asking their AI assistant.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
Answering without knowing what was bought or refunded
Support and order history live in Freshdesk and WooCommerce, so agents answer without knowing what a customer bought, had refunded or complained about. Rebuilding the sequence means lining up dates by hand.
Without PopdockAI
- Search Freshdesk for tickets and ratings
- Search WooCommerce for orders and refunds
- Line up dates across both systems
- Miss that a ticket followed an order
With PopdockAI
- Tickets and ratings are read from Freshdesk
- Orders and refunds are read from WooCommerce for the same email
- Everything merges into one dated timeline with totals
- A few observations are added, and nothing is changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Produce a single support and purchase history for the customer with email `{email}`, covering the last `{lookback-days}` days (default 180).
**Step 1: Freshdesk side**
Call `freshdesk-get-contacts` with `email` set to `{email}`. If there is no contact, note that and use the email directly in the next call. Call `freshdesk-get-tickets` with `requester-email` set to `{email}` and `created-at.from` set to today minus `{lookback-days}` days. If a contact was found, call `freshdesk-get-satisfaction-ratings` with its `user-id`.
**Step 2: WooCommerce side**
Call `woocommerce-get-customer` with `email` set to `{email}`. Call `woocommerce-get-order` with `customer-email` set to `{email}` and `created-date.from` set to the same start date. Call `woocommerce-get-refund` with `customer-email` set to `{email}` and the same start date.
**Step 3: Report**
Report: who the customer is (name, company, contact type), counts of tickets by status, average satisfaction rating if any, order count and total spend, total refunded, and a merged timeline of tickets, orders and refunds in date order. Finish with one or two observations, such as tickets opening shortly after an order or a refund without a ticket.
**Rules & Guidelines:**
* `freshdesk-get-contacts`, `freshdesk-get-tickets` and `freshdesk-get-satisfaction-ratings` are on the Freshdesk server. `woocommerce-get-customer`, `woocommerce-get-order` and `woocommerce-get-refund` are on the WooCommerce server.
* The email address is the only key shared by both systems. Compare it case-insensitively.
* Read-only. Never call any Freshdesk write tool (`freshdesk-add-ticket`, `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `freshdesk-update-ticket`, `freshdesk-delete-ticket`, `freshdesk-add-contact`, `freshdesk-update-contact`, `freshdesk-delete-contact`, `freshdesk-add-company`, `freshdesk-update-company`, `freshdesk-delete-company`, `freshdesk-add-group`, `freshdesk-update-group`, `freshdesk-delete-group`, `freshdesk-add-time-entry`, `freshdesk-update-time-entry`, `freshdesk-delete-time-entry`) or any WooCommerce write tool (`woocommerce-add-order`, `woocommerce-update-order`, `woocommerce-add-order-note`, `woocommerce-add-refund`, `woocommerce-send-order-details`, `woocommerce-add-customer`, `woocommerce-update-customer`, `woocommerce-add-product`, `woocommerce-update-product`, `woocommerce-update-product-variation`, `woocommerce-add-coupon`, `woocommerce-update-coupon`).
**Validation:**
* If the customer exists in only one system, say so plainly and report that side alone.
* If the two systems show different names for the same email, report both.Who it's for
One answer, three teams that use it
Support agents
Answer with the order history in view
See what the customer bought and had refunded around each ticket, so you reply about the right order.
What did eva@contoso.com order in WooCommerce before opening her Freshdesk ticket?
Store managers
Spot tickets that follow orders
Observations such as tickets opening soon after an order point you at products or steps causing trouble.
Show me orders, refunds and tickets for ben@fabrikam.com over the last 90 days in date order.
Customer service leads
See total spend and refunds at a glance
Order count, total spend and total refunded give context before you approve another refund.
How much has sam@northwindtraders.com spent and had refunded in WooCommerce, and what tickets has he raised?
How it works
What PopdockAI does when you ask
You give an email and a period, and your AI assistant merges tickets, orders and refunds in date order. Email is the only key, and differing names are shown, not merged.
01
Ask
You give a customer email and how many days to look back.
02
Support
It reads the Freshdesk contact, tickets and satisfaction ratings.
03
Orders
It reads the WooCommerce customer, orders and refunds for the same email.
04
Timeline
It merges everything in date order with totals and a few observations.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
freshdesk-get-contacts
freshdesk-get-tickets
freshdesk-get-satisfaction-ratings
woocommerce-get-customer
woocommerce-get-order
woocommerce-get-refund
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Tickets, orders and refunds in one timeline
Related use cases
More ways to put this data to work
Summarize a Freshdesk customer account
Ask your AI to summarize a Freshdesk company: contacts, tickets, time spent, satisfaction and renewal risk signals in one read-only account view.
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Ask your AI which customers gave low Freshdesk ratings and what came up in their Granola meetings. It flags anyone with no recent contact. Read-only.
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Freshdesk and Constant Contact customer profile
Ask your AI about a customer email and it joins Freshdesk tickets and ratings to Constant Contact lists and email activity in one read-only profile.
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Freshdesk and Drip customer view by email
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Freshdesk and Mailchimp customer profile by email
Ask your AI about an email and it combines Freshdesk tickets and ratings with Mailchimp status and campaign activity, ending in a happy or at-risk read.
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One prompt template with infinite possibilities.
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