Zendesk Custom Middleware
Sometimes a standard integration isn’t enough. If Zendesk needs to communicate with systems that don’t have a suitable API, if processes are too complex for off-the-shelf connectors, or if a third solution is needed to bridge the gap between two systems, we simply build it.
What is Zendesk middleware?
Middleware acts as the glue between systems. It handles tasks that neither Zendesk nor the third-party system can perform on their own: transforming data, triggering processes, executing logic and generating documents.
Depending on the requirements, we use Knots as our standard middleware platform or develop our own solutions, for example using Python – for instance, when direct printing, PDF generation or very specific system logic is required.
What middleware can solve
- Retrieve information from CRM, ERP or shop systems and enter it directly into Zendesk tickets.
- Extract complex information from tickets or attachments – order numbers, customer details, contract details
- Automatically route or prioritise incoming enquiries based on backend data
- Generate documents and send them to external systems or printers
- Sentiment analysis and categorisation using NLP based on ticket content.
Examples of Zendesk API middleware
There are many examples of how we support companies with their Zendesk integration needs. Here is a brief list of ways in which you can use a Zendesk API:
- Two-way synchronisation between Zendesk Support and other programmes, services or databases
- Maintain the status of support tickets in both systems when changes are made in one system
- Synchronise users so that everyone is up to date
- Providing a central hub for Zendesk agents to identify, discuss and resolve customer issues
- Simplifying manual work by automating manual processes
- Creating custom add-ons
Why do you need this?
You use Zendesk and are running into limitations – because a system doesn’t have a suitable API, because a process involves too many steps, or because standard connectors don’t meet your requirements.
Billing model
Pricing is based on the specific solution and can be invoiced on a project-by-project basis or monthly. Please contact us directly for further details on pricing.
Key points at a glance
Technology
We don’t feel tied to any particular tool; instead, we choose the right approach for each specific case depending on the requirements, usually using Knots or our own Python solutions.
Setup
Setting up standard cases usually takes less than 30 minutes on your end and can be done together during a web session.
Real-world use cases
Returns portal with SAP integration
An e-commerce client wanted to eliminate manual effort from their returns process. A button in the order overview takes customers to a Zendesk form – with email address and order number pre-filled. The middleware pulls order details from the shop system, the customer selects the items to return. After manual review by the agent, a webhook sends the return directly to SAP – no media breaks, no duplicate data entry.
Learn moreAutomated PDF and shipping label generation
Up to 200 gift boxes per day during peak season – previously handled manually, error-prone and time-consuming. The middleware pulls orders from the shop system, automatically generates voucher PDFs and shipping labels, and sends them directly to the right printers for packing. Four minutes of manual work per item became a fully automated background process.
Learn moreAutomated processing of .eml attachments
A client received daily emails containing multiple .eml attachments – each holding orders and documents requiring review. Every attachment had to be opened individually, and overview was quickly lost. The middleware automatically analyses each attachment, creates a separate child ticket for each .eml content, and makes documents available directly in the attachment viewer for comparison.
Learn moreFurther use cases
Ticket parser
Automatically extract order numbers, customer IDs or other structured content from ticket subjects and write them into custom fields.
OCR for PDF attachments
Extract text from PDF attachments – including handwritten content – for routing, prioritisation and full-text search across attachments.
NLP & sentiment analysis
Automatically categorise, prioritise and tag ticket content – powered by AI-based natural language processing.
Offload call recordings
Store Zendesk Talk recordings in Dropbox, Google Drive or Amazon S3 instead of as ticket comments.
We use Zendesk to deliver customer service projects. We handle everything from full integration with your internal CI/CD pipeline and automation within Zendesk to custom apps and integrations with your backend systems. Let’s discuss how we can improve your customer experience.
Get in touch!
We’re here to help!
Many support processes fall short due to system limitations – too many manual steps, too many system switches, too little context in the ticket. Middleware solves exactly that: it connects systems that don’t naturally work together and automates repetitive tasks.
Leafworks has implemented around 1,000 Zendesk projects and knows when a standard integration is sufficient and when a bespoke solution makes sense. If you’re not sure what’s right for your situation – get in touch, and we’ll take a look.
Marvin Post
Solution Hero
- CRM
- Automation
- Integration
- Business Intelligence /BI
- Zendesk
- Digital Transformation
- Custom MVPs