Hantera

Hantera is an order management system for businesses of all sizes, providing a flexible platform to streamline order processes. Its dynamic data model and graph search interface enable customer service agents to find and manage orders, customers, deliveries, returns and payments without leaving their support workflow. Automation and real-time integrations reduce manual work so teams can focus on service rather than administration.

Hantera for Zendesk Support brings that workspace to where your agents already are — inside Zendesk Support. Instead of switching tabs, copying order numbers and re-authenticating in a separate system, agents get the full Hantera workspace embedded in Zendesk. This significantly reduces time to resolution per ticket and increases agent satisfaction.

With Hantera for Zendesk Support you can:

• Open your full Hantera workspace from the Zendesk Support main navigation

• See the requesting customer's orders directly in the ticket sidebar, looked up automatically from the ticket requester's email address

• Follow up on order status, deliveries, returns, refunds and payments while answering the ticket

• Receive Hantera notifications from the Zendesk top bar

• Sign in once with your existing Hantera credentials — user permissions and roles from Hantera are always respected

Requirements: an existing Hantera installation. If you don't have one, visit www.hantera.io to apply for an account.

Data handling and privacy

We take the protection of your and your customers' data seriously, and the app is deliberately designed to hold as little data as possible.

• The app has no backend of its own. It runs entirely in the agent's browser and communicates directly with your Hantera installation. No ticket, user or order data is routed through, stored on, or processed by any Hantera AB server other than the Hantera environment you already operate.
• Data read from Zendesk. In the ticket sidebar the app reads the ticket requester's email address and the ticket ID. The email address is used solely as a search term to look up matching orders in your Hantera installation; the ticket ID is used only to keep the sidebar's view state in the browser. Neither is stored or transmitted anywhere else. The app does not read ticket comments or attachments, and does not write any data back to Zendesk.
• Authentication. Sign-in uses OAuth 2.0 Authorization Code flow with PKCE against your own Hantera installation. Agents authenticate with their existing Hantera credentials; the app never sees, handles or stores passwords. Access and refresh tokens are kept only in the browser's local storage (IndexedDB) on the agent's own device and are removed on sign-out.
• Access control. Agents only ever see the data their Hantera user account is authorised to see. All authorisation is enforced by your Hantera installation, and all traffic is encrypted in transit over TLS.
• Configuration. The only setting stored by the app is the Hantera domain name entered during installation.

For details on how Hantera AB handles personal data, see our Privacy Policy. Our security practices are described in our Information Security and Systems Policy.