Zendesk AddOns API

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Zendesk API Middleware

We can create the necessary API endpoint for the Zendesk apps in order to enable contact with third-party systems if you want to interface with systems that aren’t yet API-enabled. Writing a custom integration is frequently the simplest approach to automate, especially if you only require a single piece of functionality. 

We can build you a unique integration using scripts or our own applications thanks to Zendesk’s API.

Our Zendesk AddOns API is extending Zendesk’s possibilities. Common Use Cases for our solution include maintaining and parsing content that is contained inside Zendesk, as well as routeing tickets based on information contained in your backend systems, such as a CRM or ERP. In addition, our solution may be used to automate the processing of incoming requests.

We encourage our customers to use our Zendesk middleware in order to greatly expand the automation of Zendesk beyond what is currently possible. The following tasks are handled by our Zendesk AddOns API:

  • Finding information in external systems like CRM and ERP and writing it to Zendesk
  • Complex textual calculations or processes, such as extracting customer, order, and invoice numbers from the ticket content
  • Sentiment (NLP) analysis based on ticket content and AI-routing.

We have many examples of how we assist businesses with their Zendesk integration requirements. The following is a short list of how we can make use of the Zendesk API:

  • We can provide two-way sync capabilities between Zendesk Support and other programmes, services, or databases
  • We can maintain the status of support tickets in both systems when changes are made in one system
  • We can sync users so everyone is up to date
  • We can provide a central location for Zendesk agents to locate, discuss, and resolve client issues
  • We can simplify manual work by automating manual processes
  • We can create custom add-ons.

Why?

You already use Zendesk or plan to do so in the future? Sometimes it is necessary to enhance the product with external services using the Zendesk API. We don't want our customers to develop or host their extensions themselves.

Payment

Our AddOn-API is a monthly subscription. The payment is based on usage. Contact us to learn more and get a quote. We offer a free trial for our customers.

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AddOns-API

Our AddOn-API will be enhanced with additional use-cases continuously. Please see our already supported use-cases in the use-case section.



Setup

Setting up standard use-cases usually does not take longer than 30 minutes. We set it up together with you in your Zendesk installation.

AddOns API - Use Cases

The Zendesk parser enables Zendesk to parse content i.e. from the Ticket subject and description. This could be for example:

  • OrderIDs
  • ContractIDs
  • Article numbers
  • Customer-numbers
  • date values within the ticket body

The extracted content will be written back into Zendesk ticket fields (i.e. custom fields). An optional setting enables you to add a Ticket-tag when the parsing was successful (i.e. orderID-parsed). This enables routing-options for Zendesk triggers when an Ticket is related to an OrderID.

Extract content (text) from PDF attachments to enable routing/prioritization/categorization based on PDFs (very useful for e.g. letters, faxes etc.). Also recognizes handwritten text and makes it available digitally in an internal comment on the ticket.
Also makes it possible to search for content from attachments through Zendesk search.

Do you want to route tickets to a specific agent group based on, for example, customer metrics from ERP/CRM such as revenue or classification, or update fields in the ticket?

You want to route/group/segment your tickets inside Zendesk based on customer-data in external systems like CRM, ERP or e-commerce? Our AddOns API is capable of doing that.

Typical use case: Parse the orderID from the Email, use the orderID to get the orderSize from the Backend (i.e. Shopware, Shopify) and route/priorize based on basket size.

The execution of complex calculations can also be performed using the middleware.

Processing ticket content with NLP is a great chance to enhance your Zendesk tickets automatically. Check for the mood of a customer and prioritize based on this. Learn how a ticket should be categorized based on other tickets in your system.

If you want to store call recordings in another location then in the Zendesk comment, you can use our Service for storing the Recording (MP3-file) in a different location like i.e.

  • Dropbox
  • Google Drive
  • Amazon S3
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We’re here to help!

Many customer support team issues are resolved via integration & automation, allowing more time to spend on customer relationship management rather than focusing on managing software.

Zendesk Support enhancements are a great way for businesses to provide the best customer experience through automation. Leafworks is one of the leading experts in Zendesk, having built integrations that automate things like updating tickets with CRM software such as Salesforce Service Cloud and reducing redundant data entry.

We’ve built Zendesk solutions for companies both big and small, so we know what businesses are looking for when they choose to enhance their systems. If you’d like to talk about anything at all to do with Zendesk, contact us and we’ll be happy to help.

zendesk integrations expert Robert Cwicinski

Robert Cwicinski

Zendesk Integrations Expert

Zendesk Premier Partner Leafworks is a leading Zendesk integration company that specializes in improving business ROI by creating custom integrations for Zendesk.

We use Zendesk to realize customer service projects. We undertake the customizing, automations, triggers, custom-app development and the integrations into backend systems. 

Our consulting services include QuickStart initial setups, Zendesk integration & automation and Zendesk apps & themes. Contact us today to book your discovery call.

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