November 15, 2012
By Kelly Liyakasa,

Zendesk and Magento Team Up in Platform Integration

Cloud-based customer service software company Zendesk has linked up with open-source e-commerce platform provider Magento through a two-way integration to tighten workflows for users of both systems.

Magento, acquired last summer by eBay, powers e-commerce experiences for brands like Toms, Nike, OfficeMax, and Warby Parker. Similarly, "at Zendesk, we've seen the retail vertical take off for us," remarks JD Peterson, vice president of product marketing for Zendesk.

Zendesk's threefold capability gives customers access to self-service options like support communities and a knowledge base for search and suggestions. For the customer service agent, Zendesk turns customer communications via phone, email, Websites, social media, or chat into support tickets for resolution. For the manager, there are performance-based metrics, benchmarks, and reports.

Zendesk had previously enabled single sign-on for Magento users over the past year, but Peterson says a "decent number of customers were using it and were asking for more." For instance, instead of pulling up each application, a sales or service rep might want to work in her system of choice but have access to data from another platform. Frontline support teams needed access to e-commerce data like order IDs or shipping information. Likewise, e-commerce platform users would be able to upgrade a Zendesk ticket or file a ticket for support without having to leave Magento.

"Zendesk provides an easy way for our retailers to access customer service capabilities that can help enhance the shoppers' experience, which therefore leads to a stronger brand and bottom line for our customers," said Jeff King, head of strategy and partnerships for X.commerce and Magento, in a statement. Configuring the two solutions to work more closely together also made sense, according to Peterson, because of Magento's strong partner base and for requests it was getting for recommendations of support solutions.

Now, as a result of the direct integration, users have access to support information alongside sales statistics, orders, and customer profiles. When a customer visits a Magento-powered site, he can reach support teams in his channel of choice if Zendesk communication is enabled.