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:

• Integration Providers (iPaaS/Cloud Functions), which let you implement any combination of:
  • Extended Data Components (Customers/Orders)
  • Actionable Options (Next Best Action)
  • Cart App Extensions (UI Logic)
• Stackable Extensions (AI Enabled Microapps - Coming Soon!)

Integration Providers

Integration Providers are the Add-On Providers that connect agnoStack to your own systems, and to providers agnoStack doesn't support directly. Once an Integration Provider is connected, you can use it to implement any combination of:

• Extended Data Components: bring your own customer and order data into the agnoStack panels
• Actionable Options: offer agents context-aware "next best actions" on an order
• Cart App Extensions: customize the logic behind agnoStack's own Cart, Order and Customer workflows

Pick the Integration Provider 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.

Extended Data Components

Extended Data Components use your Integration Provider to bring your own data (from internal systems, or providers agnoStack doesn't support directly) into the agnoStack panels your agents already use. They extend 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 your Integration Provider returns it in 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

Actionable Options

Actionable Options use your Integration Provider to 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)

Cart App Extensions

Cart App Extensions use your Integration Provider to go a level deeper than data. Built on the App Extension Framework, they let your development team customize agnoStack's own workflows, including injecting custom data and logic into the Cart, Order and Customer update flows behind Order Creation/CartCollab^SM.

An open-source Sample/Reference Repository is available to jumpstart development. Cart 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 where to begin? Connect an Integration Provider and start with Extended Data Components, then add Actionable Options once your data is flowing. For Cart App Extension early access, the reference repository, or help choosing, contact support@agnostack.com or book a meeting.