Published: February 26, 2026
🔄 What's Changing
In 2026, refurbed will expand the Seller API with dedicated customer support ticket endpoints and introduce new Customer Support features in the Seller Console. The goal is to help you manage support requests more efficiently, whether you prefer automation via API or handling tickets directly in the interface.
Two ways to manage support
We are extending both the Seller API and the Seller Console so you can choose the setup that fits your business.
1) Customer Support API (for automation)
You will be able to fetch, manage, and act on customer support tickets programmatically. This will follow the same approach as the current refurbed Seller API you may already use.
Use cases we expect:
- Integrating tickets into your existing helpdesk or internal tools
- Automating assignment and triage
- Building workflows around ticket status changes and replies
2) Customer Support section in the Seller Console (for UI-based work)
A new Customer Support area will be added to the Seller Console, so you can manage tickets in the same environment used for orders and listings.
We are also planning role-based access, so you can restrict who can access the support area (useful if you work with external partners on customer issues).
Expected capabilities (API and UI)
Our goal is to provide functionality equivalent to today’s Zendesk experience, including the ability to:
- View assigned tickets
- Follow customer conversations
- Reply to customers and update ticket statuses
- Post private messages
- Request ticket topic changes
- Submit help requests to refurbed
📌 What You Need to Do
If you are (or plan to be) API-integrated
Please start planning your technical integration so you are ready in time for onboarding. We recommend having development planned for between June - August to align with the broader rollout.
If you want to manage tickets in the Seller Console
No action is needed right now. We will onboard you to the new experience when the rollout reaches you.
Pilot program: “Seller Champions”
We are working with a small group of Seller Champions during the pilot phase. Seller Champions will use early documentation to begin an initial integration and participate actively in the May 2026 testing phase.
If you are interested in joining the pilot, please reach out to your point of contact.
🎯 Why It Matters
Since refurbed adopted Zendesk in 2024, many of you have told us that API access to customer support tickets is essential to scale their operations. Sellers want to automate workflows, connect support to internal tools, and reduce manual effort.
At the same time, customer support is changing quickly as AI capabilities mature. Our vision is to move toward an API-driven setup that enables scalable workflows, including AI-assisted processes, while keeping the experience reliable and consistent for customers.