Customer Support & Ticketing Tool Setup

We are a growing e-commerce company currently evaluating customer support and ticketing solutions to centralize customer communication and improve operational efficiency across multiple sales channels. Our business operates through the following systems and channels: - Shopify Store (Now Normal Email) - Amazon (native integrations needed, complete Chat) - OTTO Market (native integrations needed, complete Chat) - Kaufland (native integrations needed, complete Chat) - Tidio (Live Chat — Should be answered direct from the Tool) -Custom ERP System with API Connection to the Ticketing Tool, to directly see all Order info - Klaviyo for Email Marketing We are looking for a scalable platform that offers: -Multichannel ticket management -Native marketplace integrations -Customer and order data visibility within tickets -Fast customer history lookup -API and ERP connectivity -Workflow automation and rule-based routing -AI-assisted support capabilities -Returns management -Scalability for a growing e-commerce business -ERP & Tracking Integration A key requirement is a custom API integration between our ERP system and the ticketing platform. Our ERP should provide: -Order information -Customer information -Shipment tracking data -Additional context for support agents A particular challenge is that marketplaces such as Amazon and Shopify typically support only one tracking number per order item, while we frequently ship orders in multiple parcels (often 5–6 per order). Therefore, the ticketing platform must allow support agents to access all parcel-specific tracking numbers provided by our ERP system. Automation Strategy We currently receive approximately 300–400 customer inquiries per day, with around 100 requests being simple “Where is my delivery?” questions. Automation is therefore a major priority. However, we do not intend to use the native AI automation systems of platforms such as eDesk or Zendesk due to their usage-based pricing model, which would become costly at our scale. Instead, we plan to build an external automation layer connected via API. This solution will: -Retrieve order and tracking information from our ERP -Automatically process repetitive customer inquiries -Generate responses independently from the ticketing platform's native AI tools -Reduce operational costs while maintaining a high degree of automation For this reason, strong API capabilities, webhooks, and flexible integration options are essential. Platforms Under Consideration We are currently evaluating: eDesk Zendesk However, we are open to alternative solutions that better fit our technical and operational requirements. We would appreciate information regarding: -Available integrations -API capabilities -Workflow automation features -Marketplace connectivity -Webhook support -Scalability and pricing Best regards, Yanik Apply tot his job Apply To this Job