End-to-end recommerce with Zendesk & Knots

Our customer wanted to put returned or purchased items back on sale more quickly. Until now, product data, copy creation, and process coordination lived in several tools. The goal was to achieve an end-to-end flow that eliminates tool switching, maintains consistent product data, reduces time-to-list in the webshop, and provides the team with clear visibility into status and responsibilities.
 

Process in detail

1. Item registration in the shop
   The customer registers the item online for resale or buy-back.

2. Ticket creation in Zendesk (per item)
   The shop automatically creates one ticket per item, so each product remains fully traceable.

3. Return label & goods receipt
   The customer returns the item using a return label.

4. Attribute capture in ticket fields & price agreement
   During price negotiation, ticket fields are completed (e.g., brand, model, condition, accessories) — the basis for the description and ERP master data.

5. Item description via Knots GPT
   From those attributes, Knots GPT generates a complete product description.

6. Item creation & return (negative) order in AX (via API)
   Zendesk passes the data to AX, creates the item, and triggers the return/negative order — without manual handoffs.

7. Voucher & webshop listing
   The customer receives a voucher; the item is listed in the webshop and ready for sale.

Results & benefits

Operational

• Fewer manual steps thanks to ticket fields, automations, and API integration.

• Consistent product copy through AI generation from structured attributes.

• Faster listing in the webshop (time-to-list decreases).

• Visibility into status, SLAs, and ownership directly in the ticket.

Business

• Higher recommerce yield through faster processing.

• Better customer experience with clear communication and a smooth voucher flow.

• Scalable to more product categories and channels.

Why Leafworks

A Zendesk setup that lasts — clean ticket design, clear fields, thoughtful automations, and the right roles. Smart AI integration with Knots GPT (templates and standards, quality in focus). Robust integration: stable API connection to AX, including logging, error handling, and monitoring. And built for growth: data quality, reporting, and clear metrics so you can scale without losing speed.

Want to automate your recommerce flow?

Let’s talk! We’ll show you how Zendesk, AI, and ERP integration increase your throughput — and make your time-to-list drop noticeably.