Extending Zendesk

Right Where Agents Work

agnoStack puts real-time commerce data in front of your agents inside Zendesk. When your business needs more than what comes out of the box, agnoStack lets you easily extend Zendesk with:

• Extended Data Components (Customers/Orders)
• Integration Providers (iPaaS)
• Actionable Options (Next Best Action)
• Cart App Extensions (UI Logic)
• Stackable Extensions (AI Enabled Microapps - Coming Soon!)

Extended Data

Extended Data brings your own data (from internal systems, or providers agnoStack doesn't support directly) into the agnoStack panels your agents already use. It extends agnoStack's Order Insights, Customer Insights and Advanced Timelines, so custom data can surface as:

• Order Metadata, Order Insights and Order Timeline Events
• Customer Metadata, Customer Insights and Customer Timeline Events

agnoStack turns that data into a consistent agent UI automatically, as long as it matches the agnoStack custom data schema. Agents get a fuller view of the customer without leaving the ticket.

Learn more: Integrate Anything You Can Imagine · 5.13.0 release notes

Integration Providers

Integration Providers are the Add-On Providers that deliver Extended Data (and Actionable Options) to agnoStack. Pick the one that fits how your team already builds integrations:

• Elastic Path Composer: a drag & drop iPaaS with a large library of App Connectors and custom code blocks, free for agnoStack customers
• Make.com: visual, configuration-driven automations
• n8n: AI-powered workflow automation that can enrich the data and actions it sends back to agnoStack
• Knots.io
• Zendesk Custom Objects: keep the data in Zendesk itself
• Custom Integration Provider: connect your own secure API endpoint, ideal for enterprise teams with an existing AWS, Google Cloud or Azure foundation

To set up an Integration Provider in your account, please see Configure Integration Provider.

Actionable Options

Actionable Options surface context-aware "next best action" choices on the agnoStack Order Details panel, based on the order and customer situation, so agents act faster and CSAT goes up.

Custom Actionable Options can be configured through the Knots.io, Make.com or n8n Integration Providers, the Zendesk Data Provider, or Zendesk Action Builder. The context sent to generate them includes the ticket, order and customer, along with Intent, Sentiment and Language from Zendesk AI.

Learn more: 5.34.0 release notes · Zendesk AI context (5.37.0)

App Extensions

The App Extension Framework goes a level deeper than data: it lets your development team customize agnoStack's own workflows, including injecting custom data into the Cart, Order and Customer update flows behind Order Creation/CartCollab^SM.

An open-source Sample/Reference Repository is available to jumpstart development. App Extensions are in early access for select Enterprise customers and technology platform Partners.

Learn more: 5.36.0 release notes · 5.37.0 release notes

Get Started

Not sure which option fits? Start with Extended Data through an Integration Provider, then add Actionable Options once your data is flowing. For App Extension early access, the reference repository, or help choosing, contact support@agnostack.com or book a meeting.