Zendesk Support Automation APIs

Sep 2023 - Nov 2023

Role: Back-end Developer

Project Link Access to this project is restricted because it runs in an internal environment.
Zendesk Support Automation APIs thumbnail
Tech Stack

Overview

This project focused on developing supporting APIs for a Zendesk-based workflow built by another internal team. I worked on three API flows that helped the application retrieve employee data, store-related information, and external member data, so users could populate required fields with minimal manual input. The goal was to improve operational speed, reduce repetitive entry, and make the data flow more consistent inside the support process.

In Collaboration With: Internal Development Team

Responsibilities

  • Requirement Analysis
  • API Development and Integration
  • Back-end Logic Implementation
  • Request and Response Handling
  • Database Query Development
  • Testing and Enhancement

Outcome

The project created a more reliable automation layer behind the Zendesk workflow by connecting multiple data sources into a more practical backend process. It helped reduce repeated manual entry, improved response consistency, and supported a faster support flow by allowing the application to fetch related data from only a few key inputs.

Detailed Breakdown

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The Zendesk workflow needed a faster way to pull supporting data without relying on repeated manual lookup and entry. To support this, a set of backend APIs was developed to provide employee information, store and responsible-person data, and external member information through a more structured integration flow.

My work was focused on the backend process around these supporting APIs, including request preparation, validation logic, response handling, data mapping, and integration with the application layer used by the support workflow.

Primary Flow

01

The required support data is identified first, including employee information, store-related context, and external member data needed by the workflow.

02

API requests are prepared so each flow can retrieve the needed data using minimal input, while still applying the required validation and security checks.

03

The backend processes the returned data and maps it into a structured format that can be used directly by the Zendesk support workflow.

This project covered three supporting backend APIs within the same Zendesk-related ecosystem. One API was used to retrieve employee information, another was built to provide store and responsible-person data, and the third handled integration with an external member service. Together, these APIs supported a more automated and maintainable data flow behind the support application.

Implementation Flow

01

Routing and controller logic are implemented to support multiple API paths, including internal master-data retrieval and external integration flows.

02

Database queries are used where needed to retrieve or validate internal operational data before it is returned by the API.

03

The APIs are tested and refined iteratively to improve reliability, validation quality, and response consistency across different support scenarios.

Implementation Details

  • Supporting APIs for Zendesk-based workflow automation
  • Three backend API flows for employee, store, and member data
  • Routing and controller handling for multiple integration endpoints
  • Python-based request handling and data processing
  • Database query handling with PostgreSQL
  • Data mapping, validation, and response normalization
  • Structured validation, response, and integration flow
  • Supported deployment to Google Cloud with assistance from the research team
  • Iterative testing and improvement for reliability

Some system names, data fields, and implementation details have been intentionally generalized because this was an internal enterprise project.

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