Bridging Kibo OMS and Zendesk for real-time order access inside support tickets
A custom Node.js middleware integration that gave support agents instant access to live order data from Kibo - and let them take action - without leaving Zendesk.
Overview
A client's support team was spending significant time switching between Kibo OMS and Zendesk to manually retrieve and transcribe order information into support tickets. The multi-step process - locating orders in Kibo, extracting the relevant data, then transcribing it into Zendesk - created delays, errors, and an inconsistent customer experience. iResponsive built a custom Node.js middleware hosted on GCP, integrating Kibo OMS with Zendesk via the Zendesk Apps Framework with a React JS front end - giving agents real-time order data, automatic order number parsing from ticket descriptions, and actionable controls directly inside every support ticket.
Platforms & Technologies
The Challenge
Support agents were required to manually switch between Kibo OMS and Zendesk to retrieve order details for every customer support ticket. The process involved multiple steps - searching for the order in Kibo, extracting data, and manually transcribing it into the Zendesk ticket - creating significant delays in gathering order details. The multi-step workflow was prone to transcription errors, caused longer customer wait times, and disrupted agent productivity by fragmenting their focus across two separate platforms. As inquiry volumes increased, the scaling difficulties were becoming more acute.
Our Approach
iResponsive developed a middleware application using Node.js, deployed on GCP, to facilitate real-time API communication between Kibo OMS and Zendesk while handling CORS policy compliance. A Zendesk application was built using the Zendesk Apps Framework (ZAF) with a React JS front end, embedded directly within the Zendesk ticketing UI. The solution implemented intelligent automatic parsing to extract order numbers and email IDs directly from ticket descriptions. Secure token-based API authorization was implemented for Kibo authentication. In addition to displaying live order data, agents were given direct actionable controls to edit shipping addresses and cancel orders without leaving the Zendesk interface.
The Outcome
Support agents gained instant access to comprehensive, real-time order details directly within every Zendesk ticket - no system switching required. Automatic parsing eliminated manual order lookup entirely. Agents can now edit shipping addresses and process order cancellations directly from Zendesk, reducing the steps required per ticket. Resolution times improved, transcription errors were eliminated, and the consistency of customer interactions increased significantly.
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