Your support agents shouldn't need 6 browser tabs open to answer one question.

Zendesk is where your support team works. Tickets come in. Agents respond. Problems get solved. That's how it's supposed to work.

But here's what actually happens. Ticket comes in: "Where's my order?" Agent opens Zendesk. Sees the ticket. Then opens the order management system in another tab. Then the shipping portal in another. Then QuickBooks to check if there's a payment hold. Then maybe the CRM to see if the sales team has any notes.

By the time they've gathered enough context to actually help, the customer has been waiting 4 minutes. And if they call back tomorrow and get a different agent? The whole detective routine starts over.

We bring all that context into Zendesk. So when an agent opens a ticket, they already know everything they need to know.

What We Build on Top of Zendesk

Context at a glance:

Order history and current order status pulled from your OMS or ERP. Agent sees it the moment they open the ticket
Shipping and tracking information from ShipStation, ShipBob, or your logistics provider. No more "let me check on that"
Invoice and payment status from QuickBooks or NetSuite. Agent instantly knows if there's a billing issue before the customer even mentions it
CRM data from Salesforce or HubSpot. Account tier, account manager, last sales interaction, contract details. The agent knows who they're talking to
Product and warranty information. Agent knows exactly what the customer bought, when they bought it, and whether it's still under warranty
Custom data from any system. If it helps your agent solve the problem faster, we can surface it

Take action without leaving Zendesk:

Issue a refund or credit memo that syncs back to QuickBooks
Trigger a replacement shipment in your fulfillment system
Update an order status in your OMS
Escalate to the account manager in Salesforce with full context attached
Create a return or exchange that flows through your entire system automatically

Automate the repetitive stuff:

Ticket comes in about a known shipping delay? Auto-response goes out with tracking info and updated delivery estimate. No agent needed
Customer's order is marked "delivered" but they say they didn't get it? Ticket automatically flagged as high priority with shipping details pre-loaded
VIP customer submits a ticket? Automatically routed to your senior team with their full account history attached
Ticket mentions "cancel" or "refund"? Retention workflow triggers. Discount offer prepared. Account manager notified

A Real-World Scenario

An e-commerce company selling specialty kitchen equipment. They get about 300 support tickets a day across email and chat. Agents were using Zendesk for tickets, Shopify for order info, ShipStation for tracking, and QuickBooks for billing.

Before

Average handle time per ticket was 8 minutes. Half of that was just gathering context. Agents had a browser with 4-5 tabs open at all times. New agents took weeks to get up to speed because they had to learn how to navigate all these systems. Customer satisfaction was fine but not great - customers were tired of repeating themselves.

After

We built a custom Zendesk sidebar that pulls from all their systems. When an agent opens a ticket, they see:

The customer's last 10 orders from Shopify
Tracking status for any open shipments from ShipStation
Payment status and any outstanding invoices from QuickBooks
Previous tickets and their resolutions from Zendesk itself
Customer lifetime value and segment from their CRM

We also added action buttons. Agent can trigger a replacement shipment, issue a partial refund, or send a prepaid return label - all from within Zendesk. Everything syncs back to the relevant systems.

Average handle time dropped to under 3 minutes. New agent onboarding went from weeks to days. Customer satisfaction scores jumped because customers stopped hearing "let me look into that and get back to you."

How This Connects to the Bigger Picture

Great support is really about great information flow. When your support desk is connected to everything, your agents become the most knowledgeable people in the building.

But what if your customers didn't even need to submit a ticket? What if they could check their order status, download invoices, and track shipments themselves?

That's the self-service portal. Same data. Same integrations. But now the customer has direct access.

→ See how we Uber-ize businesses with self-service portals

→ See how we give sales teams superpowers with CRM integrations

→ See how we help businesses sell online