DocumentationAPI Reference
Use Case

Using the Zendesk developer platform to let support agents process exchanges and refunds

Products:Support
Solution:Pro-code
Industry:All Industries
Size:All Business Sizes

Introduction

This use case article shows how the Zendesk developer platform can be used to build an app allowing support agents to process refunds, handle replacement orders, and access product information, without leaving the Zendesk Agent Workspace.

Empower Support Agents

The challenge

Suppose you work for an online electronics retailer that has noticed customers are getting frustrated by delays in resolving product-related complaints and refund requests. To improve first-contact resolution and reduce wait times, the company wants a solution that lets agents independently process refunds and replacements within predefined approval limits.

The goal is to have a unified app embedded directly inside Zendesk Support’s ticket sidebar, where agents could view all necessary order, product, and refund data alongside customer tickets, eliminating the need to switch between multiple systems.

Key objectives

  • Enhance customer satisfaction by providing faster resolution through streamlined access to relevant data within the Zendesk interface.
  • Simplify customer experience by initiating refunds and replacements directly from tickets, reducing customer efforts to navigate separate platforms or teams.
  • Gain operational insights through centralized tracking of refunds and complaints to identify patterns and inform business decisions.
  • Boost agent efficiency by consolidating workflows, allowing agents to manage higher volumes of cases with less time spent navigating external systems.

Requirements

  • Zendesk Apps Framework(ZAF) v2 to developer a custom ticket sidebar app
  • Zendesk Garden for consistent, accessible styling
  • Ecommerce platform APIs (for example, Shopify) to retrieve order data and perform refund or replacement operations

Approach

This use case highlights the types of features and design considerations for building the app. It's not an implementation guide.

Consider core functionalities

  • What data must the app display? Vary screens depending on complaint type or customer request.
  • How will data be fetched (real-time API calls, cached lookups, manual agent search)?
  • Which actions should the app support (create refund, issue replacement, check refund status)?

Consider user interface design

  • Present essential customer and order info at a glance.
  • Provide workflows for refunds and product replacements within the sidebar app.
  • Use modals or extended views for detailed complaint history or product specs.

Development considerations

  • Leverage ZAF capabilities to integrate APIs, UI components, and workflows.
  • Model business rules such as agent thresholds and approval logic inside the app.
  • Plan for error handling and performance optimization.

Testing and deployment considerations

  • Test with real data in sandbox environments.
  • Validate user experience and measure impact on resolution time.
  • Deploy incrementally for feedback and iteration.

Additional resources

Zendesk Apps Framework - Getting started with ZAF
Learn how to build an app for Zendesk - Zendesk App Quick Start
Zendesk command line - Using ZCLI
Support app locations - Sidebar apps in Support