CUSTOMER SERVICE × MAGENTO
Magento orders at a glance when your customer asks.
A good purchase does not end at the checkout. When a question comes up afterwards, your team needs the matching order. With Customer Service powered by GREYHOUND and the Magento connection, you see customer, item, payment and shipping information right with the inquiry.
- Assign the message to the matching Magento order
- Check order items and processing status together
- Prepare replies with data from your store
For store teams who support their customers after the purchase, too.
FROM THE MESSAGE TO THE ORDER
First identify the order, then give the right information.
Behind a short question like “Has everything been paid yet?” is a specific purchase. The Magento connection automatically assigns incoming messages to the matching order. In the sidebar, you see the available order data and can assess the processing status.
Even for a phone call, you do not have to wait for an e-mail. Find the order via the integrated search field and use the available information for the conversation. This way, your reply refers to the order that is actually in question.
<strong>Read the customer's question with the matching purchase in view.</strong>
WHAT BELONGS TO THE PURCHASE
From the ordered item to the shipping status.
For reliable information, the order number alone is often not enough. Check which items are included, how the order was paid and whether the shipment is already on its way. Order and purchase comments complete the overview, without you having to open the Magento backend first.
This way, your team has the information where it is needed: <strong>Right with the customer inquiry.</strong>
OVERVIEW IN THE INBOX, DETAILS IN THE STORE
The preview shows the essentials. One click takes you further.
You can show important order information right above the open e-mail. Define which available customer, goods or shipping details appear in the preview. This lets you see early on whether data from Magento exists for this message.
For further processing, you use the linked order, invoice and customer numbers. They open the related record in Magento. You can also reach the detail view from the list of items. You then make changes to an order or to customer master data in the store.
THE RIGHT WORDS FOR RECURRING QUESTIONS
Reply templates that match the Magento order.
Shipping questions and payment inquiries are often similar. Your team can prepare shared text templates for them and use them when needed. Available order data from Magento completes the template via variables, turning a general phrase into a reply about the specific purchase.
Choose the right template, check the inserted details and add whatever else the customer wants to know. The connection supports preparing the reply; your team decides which information fits the situation.
WHEN A PURCHASE TURNS INTO A QUESTION
Four situations from your Magento customer service.
Data protection & hosting
Work with store data and keep track of access.
In Customer Service powered by GREYHOUND, your team handles customer inquiries with the information from Magento. The existing options for hosting, self-hosted operation, and roles and permissions set the framework for daily collaboration.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
CONNECT YOUR MAGENTO STORE
Prepare the connection and check it in your service.
Install and activate the matching Magento extension. Then enter the store address and the credentials intended for your version in the connection. The connection test checks whether the store is reachable. The guide describes the individual steps.
FAQ
Frequently asked questions about the Magento connection
For a customer inquiry, the related customer and order information is available in the sidebar. For example, you can check the payment and shipping status and tailor your reply to the specific order. You do not need to switch to a separate store view for this information.
Yes. The integrated search field helps you open the matching order, even if there is no e-mail. This way, you can use the available order information right away in the conversation.
The list of items shows which items the customer ordered. Together with the order status and existing comments, you can match the inquiry to the right purchase. If you need more details, open the detail view in Magento.
The preview can show available information about the customer, goods and shipping. You decide which details appear there, and how many. This lets you align the overview with the questions your team answers every day.
You make changes and cancellations in Magento. The connection links important order, invoice and customer numbers to the related record. This takes you from the inquiry straight to the place where you continue handling the ticket.
Shared text templates can be completed with available data from Magento. The variables refer to the customer and order information found. Before sending, check whether the details are complete and the wording fits the question.
- Core license for Customer Service powered by GREYHOUND
- GREYHOUND Connect Plugin (Magento Marketplace)
You can find the full guide at https://docs.greyhound-software.com/tools/addons/greyhound-connect-fuer-magento. It describes the preparation in the store, setting up the connection and the connection test. Use the section that matches your Magento version.
The current terms for Customer Service powered by GREYHOUND are available at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
No. The guide distinguishes preparation and credentials by Magento version. So do not copy settings from the section for another version; follow the path that matches your installation.
Yes. You create a separate connection for each additional store. Via the recipient addresses, you can define for which incoming messages each connection searches for order data.
