Open Zendesk tickets for late ShipStation shipments

Build an agent workflow that runs every morning on a cron schedule (default: 8am in the account's local timezone) to proactively catch late ShipStation shipments and open a Zendesk ticket for each one so the CX team can reach out before the customer complains.

Step 1. Pull active shipments from ShipStation. Use the List Labels operation filtered to in-transit status, paging through all results. Explicitly skip anything with status=delivered.

Step 2. For each in-transit label, call Get Label Tracking to fetch the latest carrier events and the estimated delivery date. Be mindful of ShipStation's 200 requests/minute limit and back off on 429s.

Step 3. The agent decides which packages are genuinely late using two heuristics: (a) the estimated delivery date has passed and the package has not been delivered, or (b) there has been no new carrier scan event in the last 48 hours (a stalled package). Skip anything still comfortably on schedule. De-dupe by tracking number against shipments that were already ticketed in a prior run so the same package is not ticketed every morning.

Step 4. For each late shipment, call Zendesk Create Ticket with: requester set to the customer's name and email from the ship-to address on the label; subject of the form '[Late shipment] Tracking {tracking_number} via {carrier}, past expected delivery' (or 'stalled, no scan in {hours}h' when that is the trigger); tags 'late-shipment' plus the carrier slug; and a body containing a one-line reason this was flagged, a freshly drafted apology message the agent writes per ticket that the support rep can copy, paste, and lightly personalize before sending to the customer, and a chronological list of the raw tracking events with timestamps and locations.

Make the schedule, the 'late' thresholds (past-ETA window and idle-stall hours), and the Zendesk priority/assignee group easy to tweak. Keep the workflow idempotent so the same shipment is never ticketed twice.