We will extend the existing Seller API and Seller Interface to include customer support functionality.
Please inspect the elements below to see our preliminary documentation for API, UI and connector.
Key improvements include:
- Customer Support API. You will be able to fetch, manage, and act on tickets programmatically. From a technical point of view, it will work as the existing API refurbed is currently exposing.
- Customer Support Section in Seller Interface. A new “Customer Support” area will be introduced in the Seller Console, allowing you to manage tickets within the same environment used for orders and listings. A role management mechanism will allow you to restrict access to this section only (in case you have external contracts working on customer issues).
Both API and Interface will be available, allowing you to decide your best strategy for managing your customer support requests. These new objects will provide functionality equivalent to the current Zendesk experience, including the ability to:
- View assigned tickets
- Follow customer conversations
- Reply to customers and update ticket statuses
- Post private message
- Request ticket topic changes
- Submit help requests to refurbed
See the above documentation for more info about the available features.