12Return support an integration with Zendesk. During the approval of a return in 12Return (returns authorisation) you can link a Zendesk ticket.
You can configure an API token in the admin as well as link an agent account (from the ticket system) to a 12Return agent account.
Once the user emails are linked. The agent will see a new tab to the return modal window called “ticket”.
You will see a list of tickets that the agent linked has access to, and can link a ticket to a return. Once a ticket is linked, you can view, update and change the ticket status. The customer will receive the normal updates they would receive through the ticket system.
If you turn on the Ticket Required setting, you can not Approve a return for shipment without a linked ticket.