Shipping · Live tracking
17TRACK order tracking in your helpdesk
“Where is my order?” is the question every store gets most. Connect your 17TRACK API key and each order card in Hushdesk shows where the parcel really is, with the carrier’s latest scan, right beside the customer’s message.
Before and after
Answering “where is my order?” with and without 17TRACK
Without it
Status: Fulfilled
- Copy the tracking number from the order
- Open the carrier’s site in another tab
- Paste, wait, read the scan history
- Come back and type what you found
With 17TRACK connected
Live status: Out for delivery · With the courier for delivery today
- Read the live status on the order card
- Hover it to see where the latest scan happened
- Answer while the customer is still in the chat
On the order card
What agents see in the Fulfillments section
17TRACK adds one row. Everything else comes from Shopify, so the card works the same with or without it.
The order card sits beside every ticket once Shopify is connected: see the Shopify setup guide and what agents can do with order management.
- Tracking urlShopify
- The carrier’s tracking page, one click away.
- Tracking numberShopify
- Tap to copy it, for the rare case you need it elsewhere.
- CarrierShopify
- The carrier set on the fulfilment.
- StatusShopify
- Shopify’s fulfilment status.
- Live status17TRACK
- The parcel’s status in plain words, with the latest scan beside it. Hover for the scan’s location.
Tracking statuses
Every parcel status 17TRACK reports, in plain words
Agents read the label on the left of the Live status row. These are all of them.
The usual journey
- Label created
- In transit
- Out for delivery
- Delivered
Detours the card can show
- Ready for pickup
- Delivery failed
- Problem with the parcel
- Tracking expired
| Agents see | 17TRACK status | What it means |
|---|---|---|
| Not found yet | NotFound | 17TRACK has no scans for the number yet, often in the first hours after a label is printed. |
| Label created | InfoReceived | The carrier knows about the parcel but has not picked it up. |
| In transit | InTransit | The parcel is moving through the carrier’s network. |
| Ready for pickup | AvailableForPickup | Waiting at a pickup point or locker for the customer. |
| Out for delivery | OutForDelivery | With the courier for delivery today. |
| Delivery failed | DeliveryFailure | The carrier tried and could not deliver. |
| Delivered | Delivered | The carrier recorded a delivery scan. |
| Problem with the parcel | Exception | Held, damaged, returned to sender or another exception. |
| Tracking expired | Expired | No updates for a long time; the carrier stopped tracking it. |
Setup
How to connect 17TRACK to Hushdesk
You use your own 17TRACK account, so you control the plan and the quota.
- Step 1
Get a 17TRACK API key
Sign up for the 17TRACK tracking API at api.17track.net and pick the plan that fits how many parcels you ship.
- Step 2
Copy the access key
In the 17TRACK API dashboard, open Settings, Security and copy the Access key.
- Step 3
Paste it in Hushdesk
Open Settings, Apps, 17TRACK, paste the key and click Connect. Hushdesk checks it with 17TRACK before saving it, encrypted.
- Step 4
Open a ticket
Any order with a tracking number now shows its Live status row. Before you connect, that row is a “Connect 17TRACK” link.
17TRACK’s own reference: 17TRACK API documentation.
How it works behind the scenes
Looked up when opened
When an agent opens an order with a tracking number, Hushdesk registers the number with 17TRACK and reads its latest status. The carrier is detected by 17TRACK from the number.
Kept for 30 minutes
Each number’s answer is kept for up to 30 minutes, so a busy ticket opened ten times does not ask 17TRACK ten times.
Only the number leaves
Nothing but the tracking number is sent to 17TRACK: no names, emails, addresses or order contents.
See live tracking on your own orders
Start free, connect Shopify, then add your 17TRACK key in Settings, Apps.
FAQ
17TRACK tracking: questions and answers
How do I add 17TRACK tracking to my helpdesk?
Get an API key from the 17TRACK tracking API, then paste it in Hushdesk under Settings, Apps, 17TRACK and click Connect. Hushdesk checks the key with 17TRACK before saving it. From then on, every order card with a tracking number shows the parcel’s live status and latest carrier scan.
Where do I find my 17TRACK API key?
Your key is in the 17TRACK API dashboard under Settings, Security, Access key. It is the value 17TRACK calls the 17token. Copy it into Hushdesk under Settings, Apps, 17TRACK; it is encrypted when saved and never shown again, so keep your own copy if you need it elsewhere.
What does the order card show once 17TRACK is connected?
The order card gains a Live status row under Fulfillments. It shows the parcel’s status in plain words, such as In transit, Out for delivery or Delivered, followed by the latest carrier scan. Hovering shows where that scan happened. The tracking link, number, carrier and Shopify status stay as they were.
Which carriers work with 17TRACK in Hushdesk?
Hushdesk sends only the tracking number and lets 17TRACK work out the carrier, so coverage is whatever 17TRACK supports; its website lists the current carriers. When 17TRACK has no data for a number yet, for example right after a label is printed, the order card says Not found yet.
How often does Hushdesk update the tracking status?
Hushdesk asks 17TRACK when an agent opens an order, and keeps the answer for up to 30 minutes per tracking number. Within that time, opening the same order again reuses the stored answer, so busy tickets do not hit 17TRACK on every view. After 30 minutes, the next view asks again.
Does Hushdesk send customer data to 17TRACK?
No. Hushdesk sends 17TRACK only the tracking number. The customer’s name, email, address and order details never leave Hushdesk for this integration. Your 17TRACK API key is stored encrypted at rest, and only workspace owners and admins can connect or disconnect it.
Does the 17TRACK integration use my 17TRACK quota?
Yes. Hushdesk uses your own 17TRACK API key, so tracking numbers it looks up count against your 17TRACK plan. It only looks a number up when an agent opens an order that has one, and keeps each result for 30 minutes, so usage follows the tickets your team actually works on.
Why connect 17TRACK if Shopify already has tracking?
Shopify knows the order shipped and stores the tracking number, but not where the parcel is now. 17TRACK reads the carrier’s latest scan, so an agent answering “where is my order?” sees In transit, Out for delivery or Delivered without opening the carrier’s site in another tab.
Can the Hushdesk AI agent use 17TRACK live status?
Not today. The AI agent answers from the Shopify order: fulfilment status, carrier, tracking number and tracking link. The 17TRACK live status is shown to your agents on the order card. We will update this page if that changes, rather than promise it before it works.
