New refurbed Customer Support API and Interface

In 2026, refurbed will extend the existing Seller API with dedicated ticket management endpoints and enhance the Seller Interface with new customer support features.

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The project in a nutshell: benefits and timeline

Seller API - Teaser.pdf

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Initiative Goal

Since refurbed adoption of Zendesk in 2024, sellers have consistently highlighted API access to customer support tickets as a key enabler for scaling their operations. In particular, many of you have expressed the need to automate workflows and integrate customer support with their existing systems.

As AI capabilities continue to evolve rapidly, they will fundamentally reshape how customer service operates. At refurbed, our vision is to embrace an API-driven mindset that could enable both us, as a marketplace, and you, as sellers, to build scalable AI-powered workflows and automations to serve our customers in the best possible way.

To address this objective, refurbed will introduce a dedicated customer support API layer alongside an enhanced Seller Interface. In the second half of 2026, this new API and Interface solutions will progressively replace the current Zendesk setup, moving toward a more integrated customer support landscape between refurbed and sellers.

API and Interface Concept

We will extend the existing Seller API and Seller Interface to include customer support functionality.

Please inspect the below elements to see our preliminary documentation for API and UI.

Customer Support Interface and API (1)

Key improvements include:

Customer Support API. You will be able to fetch, manage, and act on tickets programmatically. From a technical point of view, it will work as the existing API refurbed is currently exposing.
Customer Support Section in Seller Interface. A new “Customer Support” area will be introduced in the Seller Console, allowing you to manage tickets within the same environment used for orders and listings. A role management mechanism will allow you to restrict access to this section only (in case you have external contracts working on customer issues).

Both API and Interface will be available, allowing you to decide your best strategy for managing your customer support requests. These new objects will provide functionality equivalent to the current Zendesk experience, including the ability to:

View assigned tickets
Follow customer conversations
Reply to customers and update ticket statuses
Post private message