CUSTOMER SERVICE × pixi

pixi in customer service: From the request straight to the order.

Your customer asks about their order, and the answers are in pixi. With pixi Connect, you bring payment, shipping and item information into Customer Service powered by GREYHOUND. For more details, the linked number takes you straight to the matching record in pixi.

See payment, shipping and items on the request
Fetch stock levels and supplier orders as needed
Open orders in the pixi desktop or web application

Try it free for 14 days Set up the connection

For service teams that bring mail order and customer questions together.

SEE THE ORDER PROCESS ON THE REQUEST

Paid, in stock, shipped: What does pixi know about the order?

A delivery question can often only be answered once payment, goods and shipping are looked at together. pixi Connect brings the relevant process data into Customer Service powered by GREYHOUND. That way you can see where the order stands while you read a customer email.

Incoming messages are automatically matched to the right order. The sidebar shows its data and current status. If the customer calls, you find the order using the integrated search field and can use the same information for the conversation.

<strong>You answer the request with the order process in front of you.</strong>

ITEMS AND ORDER IN CONTEXT

An order is more than its order number.

pixi Connect shows you which items belong to the order and what payment and shipping details are available. Order comments complete the picture. You decide which item number you see in the connection, to match the fields you use in pixi.

Order status Check the current status of the order
Items See line items and matching item numbers
Payment View payment status and payment method
Shipping Use tracking numbers for shipment tracking
Comments Take notes from the order into account

This gives your team the information where it is needed: <strong>Right with the customer inquiry.</strong>

FROM THE OVERVIEW TO THE SPECIFIC RECORD

A glance at the preview. One click on to pixi.

Even in an email’s field view, you can see selected pixi data on the order. You decide whether the preview highlights, for example, the customer, the goods or the shipping. That gives your team an early overview before it digs deeper into the request.

If you need more details or want to edit an order, linked order, customer and invoice numbers take you to the related record in pixi. You can choose whether these links open the desktop or the web application. You make changes to the order there.

Define the preview See relevant order data already in the field view
Open the record Jump there via order, customer or invoice number
Choose the target application Use pixi as a desktop or web application

THE RIGHT INFORMATION FOR YOUR SERVICE

Fetch stock data selectively and fill replies with order data.

When a customer asks about the goods, the stock level can matter. pixi Connect lets you decide whether stock levels and shipping data are fetched. If needed, supplier orders for the items in the order lines can be shown too.

Enable the additional data fetches based on what your team actually needs: according to the guide, stock levels and supplier orders affect the speed of the connection. For recurring customer questions, you use shared text templates that are filled with the available real-time data from pixi.

Select data Fetch stock levels and supplier orders as needed
Write the reply Add pixi data to shared text templates
Limit data fetches Load only the data your service team needs

FOLLOW-UP QUESTIONS IN MAIL ORDER

When customers follow up, you know where to look next.

Where can I track my shipment?

Check the shipping information for the matched order. Linked parcel and tracking numbers take you to shipment tracking so you can explain the available details to the customer.

Which item belongs to my order?

The order line items show what was ordered. For more information, switch from the item list to the detail view in pixi. You set the item number used in the connection.

Can I still change my order?

Open the related order in pixi via its linked number. There you check the processing status and make any change or cancellation. The customer communication stays in Customer Service.

Is the item still in stock?

If fetching is enabled, you can view stock levels from pixi. Optionally, supplier orders show more information on the items. That way you check the available data before you promise availability.

Data protection & hosting

Use customer communication and order data responsibly.

In Customer Service powered by GREYHOUND, you handle requests with the information from pixi. Customer Service powered by GREYHOUND provides the following foundations for handling customer and order data. Also consider your team’s access rights during setup.

Hosting in Germany

GDPR-compliant use

Role and permission concept

Optional self-hosted operation

PREPARE API ACCESS AND DATA SELECTION

Connect pixi and tailor data fetching to your team.

Request API access from your pixi account manager. Once pixi Connect is provided, create a pixi connection in the Addon Manager with the API URL, API user and password. If needed, select a store, the matching item number field and the additional data you want. Decide where links open, and check the setup with “Test connection”.

Connection between Customer Service and pixi

FAQ

FAQ on the pixi connection

Which order information does pixi Connect show on the customer request?

The sidebar shows the most important order data and the current status from pixi. This includes payment and shipping information, line items, tracking number, payment method and any order comments. Stock levels and other data depend on your configuration.

How do I open the matching record directly in pixi?

Linked order, customer and invoice numbers take you from the request to the related record in pixi. In the connection settings, you choose the desktop application or the web application as the target. You can also deactivate the links there. You handle changes and cancellations after switching to pixi.

Can I display stock levels and supplier orders?

Yes. In the pixi connection, you decide whether stock levels and shipping data are fetched. You can also display supplier orders for the items in the order lines. The guide points out that stock levels and supplier orders affect the speed of the connection. So only fetch this data if your team needs it.

Which item number appears in the connection?

pixi can use different fields for item numbers. In the “Item number” field of the connection settings, you choose which one pixi Connect should display. That way your team works with the number that fits your processes when questions come in.

How does pixi Connect support recurring replies?

For similar customer requests, you can use shared text templates and fill them with available real-time data from pixi. You can also set which order data already appears in an email’s preview. This helps you answer about the specific order.

Can I limit data fetching to a specific store?

Yes. In the connection settings, you can optionally select a store in which order data is searched. If the selection is left empty, the connection searches all existing stores. The partner description also mentions connecting several third-party systems in parallel.

What do I need for the pixi connection?

Core license for Customer Service powered by GREYHOUND
pixi API
pixi Connect

How do I set up pixi Connect?

Open “Erweiterungen > Addon Manager”, add a connection and select pixi. Enter the API URL, API user and password. If needed, select the store and the item number field, and configure additional data fetches and the target application for links. Check the credentials with “Test connection”. The full guide also includes notes on self-hosted operation: https://docs.greyhound-software.com/tools/addons/pixi-connect.

Where can I find the current costs for pixi Connect?

You can find the pricing overview here: https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.

How do I find an order when the customer calls?

In addition to the automatic matching of incoming messages, an integrated search field is available. You can use it to open the matching order manually and check payment, shipping and item data during the call. You don’t need an open customer email for this.

Do I need ERP from JTL in addition to pixi?

No. pixi Connect connects your existing pixi system with Customer Service powered by GREYHOUND. You use the order data available there to handle customer requests. You don’t have to replace pixi with ERP from JTL for this.