Connect Zendesk
Zendesk works with tickets, users and organizations, but an incoming ticket knows nothing of the order behind it. Your agent then looks up the order number in the Bol.com portal or your webshop. Schakel places the order and customer context on the user and ticket in Zendesk, so your team instantly sees what was bought, whether it shipped and whether a return is running.
What travels with Zendesk
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Customer as user
The buyer is recognised as a user in Zendesk by email, so tickets belong to the right person.
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Order context on the ticket
Order number, products, amount and shipping status come along, so your agent no longer switches to the sales portal.
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Return and payment status
If a return is running or a refund has been made, it sits on the ticket, so questions about delivery and refunds are answered right away.
Why connect Zendesk
- Your agents see the order without switching to the portal.
- Faster, more accurate answers to delivery questions.
- Tickets belong to the right customer, matched by email.
- Less manual lookup, fewer mistakes.
How it works
- 01
Connect your sales channel
Connect Bol.com or your webshop to Schakel with an API key. You build nothing in Zendesk yourself.
- 02
Decide what context you show
Choose which order fields and statuses you want on the user or ticket.
- 03
Every ticket gets context
New orders and statuses appear in Zendesk automatically, so your team answers faster and more accurately.
Zendesk, common questions
Can I connect Bol.com to Zendesk?
Yes. Request this connector and get access; the order and customer context from Bol.com then appears on the right user and ticket in Zendesk.
Do my Zendesk users get duplicated?
No. The buyer is matched by email and linked to an existing user; only without a match is a new user created.
Does this work with multiple sales channels?
Yes. You can connect both Bol.com and your webshop to Zendesk, so your support has all sales context in one place.
A Zendesk connection you do not see here?
Tell us which system Zendesk should connect to. Request it and you get access; you hear from us within 24 hours.