Gladly Team is the Agent workspace where team members handle Customer Conversations. Loop Order Tracking data appears in the Customer Details panel, giving team members instant shipment context.
What team members see
When a team member opens a Customer Profile, they see order tracking data in the sidebar:
Order information: Order ID, order name, shipment URL
Shipment details: Carrier, status, tracking code
Multi-package orders: Each shipment displayed separately
For a detailed list of data available, see What data you can access or GraphL Schema.
To understand how returns are matched with Gladly Customer see Customer matching.
How it helps team members
Scenario | Without Loop Order Tracking | With Loop Order Tracking |
|---|---|---|
Customer asks "Where's my order?" | Team member searches carrier websites | Team member sees tracking status instantly |
Customer reports missing package | Team member asks for order number | Team member already sees order and tracking details |
Order shipped in multiple packages | Team member asks which package | Team member sees all shipments with individual tracking |
Enable Cards for team members
Contact Gladly Support to enable Loop Order Tracking Cards in Customer Details.
.svg?sv=2022-11-02&spr=https&st=2026-01-25T22%3A39%3A47Z&se=2026-01-25T22%3A50%3A47Z&sr=c&sp=r&sig=a%2BJ8xx8rYWEnszGgpUATweTCr2H5Tj2ZyplmzxHsQk4%3D)
on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.