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refurbed Zendesk Connector

Updated

The refurbed Zendesk Connector is designed for sellers using Zendesk as their ticketing system who prefer a plug-and-play solution instead of developing and maintaining a custom integration.

The connector is developed by Volvox, refurbed partner for Zendesk activities, and is available directly through the Zendesk Marketplace.


đź’ˇRollout of the refurbed Zendesk connector will start on August 17, 2026

How it works

The connector automatically synchronizes conversations between refurbed and the target Zendesk instance. Every two minutes, the connector checks for new or updated messages on refurbed and imports them into Zendesk. Existing conversations are updated automatically, while new conversations create new tickets. When an agent replies through a public comment in Zendesk, the message is forwarded to refurbed in real time. Since synchronization happens every two minutes, new incoming messages may require a short delay before appearing in Zendesk.

 

⚠️Setup for multiple seller account: connector supports multiple seller accounts at the same time. If you are in such situation, please reach out to Volvox directly for a dedicated support and setup.

Installation guide

0. Before you start

Before installing the connector, please make sure that:

  • You have admin access to your Zendesk instance.
  • You have access to your refurbed Seller Interface.
  • You have requested or generated your refurbed API key. Key can be request via the following page https://supplier.refurbed.com/api-token-request/.
  • You know whether you are installing the connector for one seller account or multiple seller accounts.

Important: If you need to connect multiple refurbed seller accounts to the same Zendesk instance, this is possible and allowed by the marketplace connector. Please contact Volvox for dedicated setup support.

1. Install the Zendesk app

Search for Marketplace Channels by Volvox in the Zendesk Marketplace and install it in your Zendesk instance: https://www.zendesk.com/marketplace/apps/support/1274901/refurbed-connector-by-volvox/

2. Configure the connector

After installation, go to Zendesk Admin Center → Apps and integrations → Channel Apps → Marketplace Channels and select refurbed as your marketplace source and configure the following fields:

  • Refurbed Endpoint. The endpoint URL used by the connector. Use the api.refurbed.com for production usage or your sandbox URL for testing.
  • API Key. The API key used to authenticate connector requests. You can request your access token here supplier.refurbed.com.
  • Ticket Tag. A Zendesk tag automatically assigned to tickets created through the connector. Useful for: automatic triggers, dedicated views, Refurbed-specific workflows and automations.
  • Fields. The following configurations allow information from refurbed system to be automatically pushed in your Zendesk tickets.
    • Order Number Field. The Zendesk Field ID for the Refurbed Marketplace Order ID
    • Order item field: The Zendesk Field ID for the Refurbed Marketplace Order Item ID.
    • Buyback item field: The Zendesk Field ID for the Refurbed Buyback Order Item ID .
    • Refurbed ticket number field: The Zendesk Field ID for the Refurbed Ticket ID. Essential for troubleshooting connection issues and connecting the two systems.


⚠️Be sure to store in the above configurations the Zendesk field ID (and not the field name) as shown in your Zendesk admin console.

 

  • Message Signature. A text to be automatically added to all messages you send back to this account.
  • Send to refurbed only string. When this marker is included in a message, the message is also sent to Refurbed. We strongly recommend configuring a Zendesk macro to help agents use the marker consistently.

Setup example:

3. Understand what syncs after setup

🟢 Once configured, the connector checks refurbed every two minutes and syncs new or updated conversations into Zendesk. From that moment onward:

  • New refurbed conversations create new Zendesk tickets.
  • New messages on existing conversations are added to the related Zendesk ticket.
  • Public replies from Zendesk are sent back to refurbed once your migration date is reached.

đź”´ The connector does not automatically import the full history of existing conversations. This means that:

  • Historical conversations are not backfilled.
  • Ongoing conversations may only appear in Zendesk after a new message or update.
  • Some tickets may initially miss the previous conversation context.

During this transition (until all your tickets are completely synced) you will be able to manage your queues via your seller interface in the Customer Support section.

4. Choose how to handle the transition → Action required

Because existing conversation history is not imported automatically, you should choose one of the following approaches.

  1. Install the connector on your migration date. You can also configure the connector on your migration date. In this case, only new or updated conversations from that moment onward will sync into Zendesk. During the first transition period, your agents may need to use the refurbed Seller Interface to check the full history of ongoing conversations. For important ongoing cases, you can also copy the relevant previous context into Zendesk as an internal note.

  2. Install the connector before your migration date. You can configure the connector before your migration date because read-only access to the refurbed Ticket API is already available. Before your migration date:

    • New and updated conversations can already sync into Zendesk.
    • You can prepare views, tags, triggers, macros, and workflows.
    • Replies from Zendesk will not yet be sent back to refurbed.

    From your migration date onward:

    • Public replies from Zendesk will be sent back to refurbed.
    • Your team can manage synced conversations directly in Zendesk.

    This option reduces the risk of missing ongoing conversations during the migration.

5. Remove any email notification mechanism for refurbed tickets

Refurbed will handle email notifications to users, so you should disable any direct customer email messages to avoid sending duplicate notifications. Also, reaching out to customers directly outside the refurbed channel violates our seller guidelines and should be avoided completely.

6. Remove any previous synchronization logic based on emails

If your previous integration with refurbed was based on email updates being sent to your Zendesk instance, please disable any existing logic to avoid creating duplicate tickets. Tickets created through the previous integration should be closed on your side. Please do not reply to customers through those tickets, as responses sent from them will no longer reach the customer.

7. Install Refurbed order detail app for sellers


đź’ˇApp will be available on the Zendesk marketplace by July 31, 2026.

 

Refurbed connector is shipped along a Zendesk support app to display order information.

  1. Search and install the app from the Zendesk marketplace.
  2. Configure the app settings as follows:
    1. Title. refurbed 360 app for sellers.
    2. Refurbed Token API. To be filled with same value of the “refurbed API key” configured in the connector above.
    3. Marketplace Order Item ID Field. To be configured with the same value provided in the “Order Item Field” field of the connector setup above.
    4. Marketplace Order ID Field. To be configured with the same value provided in the “Order Number Field” field of the connector setup above.
    5. Marketplace Buyback Item ID Field. To be configured with the same value provided in the “Buyback Number Field” field of the connector setup above.
    6. Marketplace Ticket ID Field. To be configured with the same value provided in the “Ticket ID Field” field of the connector setup above.

If all the above setup are done correctly, you will be able to see the order detail in the support view of each ticket created through the refurbed connector.

Pricing

The refurbed Connector is priced at €5 per agent per month, billed by Volvox. For higher support volumes or larger Zendesk teams, Volvox may provide dedicated discounts. Please refer to the official Volvox pricing page for additional details and an estimation of your pricing. https://www.volvox.rs/en/zendesk-marketplace-channels/pricing/

Unsupported Features

The following functionalities are currently not supported by the Volvox Connector:

  • Proactive ticket creation
  • Ticket topic change requests
  • Help requests
  • Refunds
  • Return label generation

If you need to use these functionalities, you can either:

  1. Use our API directly. Develop a custom integration directly against the refurbed APIs within your Zendesk instance.
  2. Use our refurbed interface. Log into the refurbed Seller Interface and perform each individual operation manually from there.
  3. Get in touch with Volvox. If you are interested in having such features available in the connector we suggest getting in touch directly with the integrator to have them prioritized and included in their offering.

Support

If you have questions about Volvox pricing, connector behavior or want to flag an issue, please reach out to Volvox directly thorough their support page: https://www.volvox.rs/en/kontakt/.

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