In 2026, refurbed will extend the existing Seller API with dedicated ticket management endpoints and enhance the Seller Interface with new customer support features.
đź’ˇGoing forward, there will be 4 options to interact with our shared customers:
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Your own ticketing solution integrated via a direct API integration.
You can read more details on this below.
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Your own Zendesk instance integrated via a Zendesk Marketplace connector provided by our partner.
Our partner is currently developing this solution. We will inform you once the App is available.
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The soon-to-be-deployed Customer Service area in our refurbed seller interface.
You can read more details on this below.
Initiative Goal
Since refurbed adoption of Zendesk in 2024, sellers have consistently highlighted API access to customer support tickets as a key enabler for scaling their operations. In particular, many of you have expressed the need to automate workflows and integrate customer support with their existing systems.
As AI capabilities continue to evolve rapidly, they will fundamentally reshape how customer service operates. At refurbed, our vision is to embrace an API-driven mindset that could enable both us, as a marketplace, and you, as sellers, to build scalable AI-powered workflows and automations to serve our customers in the best possible way.
To address this objective, refurbed will introduce a dedicated customer support API layer alongside an enhanced Seller Interface. In the second half of 2026, this new API and Interface solutions will progressively replace the current Zendesk setup, moving toward a more integrated customer support landscape between refurbed and sellers.
What's expected of you?
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If you are an API-integrated seller:
- Take vision of the documentation below
- Plan your technical integration development by Term 2 in time for the global onboarding.
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If you plan to integrate tickets into your own Zendesk instance.
- No action needed from you: you will receive information from us once you can download the connector from the Zendesk marketplace
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If you’d like to manage tickets via seller UI.
- No action needed from you: you will be onboarded on the new system when the time comes.
API and Interface Concept
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.
Rollout Plan
Our onboarding strategy for the global rollout is designed to ensure each seller joins at the right time based on their chosen setup. Rollut start date is June 22, 2026.
| Integration Method | June | July | August | September | ||||
|---|---|---|---|---|---|---|---|---|
| refurbed UI | ||||||||
| Native API adopters | ||||||||
| Zendesk | ||||||||
| Email notification |
- refurbed UI: for sellers who do not wish to integrate with a ticketing system, we offer a new section in the seller interface.
- Native API adopters: for sellers integrating directly with our Ticket API.
- Zendesk: we are working with our partner on a standard Zendesk connector to enable seamless integration with your Zendesk instance. The implementation is provided by our partner, with our team coordinating closely to support a smooth delivery.
Please plan your activities accordingly and ensure they align with your onboarding batch. Reach out to your account manager with any concerns or questions about the plan.