Track customer orders and keep customers posted

"Is my order ready yet?" is a phone call you can make disappear. This guide sets up an order stack that emails the customer at every milestone.

1. Start from the Customer orders template

Stacks → + New stack → Customer orders. It has customer name, email, order date, total, shipping and ship-by fields, and already emails the customer "We got your order." (Create your first stack)

2. Match the steps to your shop

In Stages, rename and add steps to match reality, like Received → Making → Ready for pickup → Picked up. Tick Closes the ticket on Picked up. (Statuses and steps)

3. Write an email for each milestone

Add a step email to ✉ Requester on the steps customers care about:

• Making: "Good news, {{requester.name}}: we've started on your order {{ticket.id}}."
• Ready for pickup: "Your order is ready! Here's what you ordered: {{ticket.fields}}"

(Merge fields)

4. Hide the internal bits

Turn on Private for anything customers shouldn't see, like cost or supplier notes. (Ticket fields)

5. Let orders in

• Online: turn on the web form and embed it on your website.
• By email: give the stack its own address.
• By phone: whoever answers adds a ticket with the customer's email in the Email field.

6. Run the day from the board

Switch to ▥ Kanban and drag orders along. Every move sends the right email automatically. (List and board views)