Make.com

Announcing Make.com as the latest addition to the agnoStack Add-On Provider ecosystem, expanding our Extended Data & Advanced Customization capability with configuration-driven automations. Make.com provides a visual automation/integration platform as a service (iPaaS) that lets users connect various APIs and services to build workflows that move data and perform tasks without writing code.

Retailers can set up custom Scenarios in Make.com to expose Flows to agnoStack that easily extend the Zendesk agent support experience. Make.com enables fully customizable, AI-powered workflows, to deliver rich structured data directly into Zendesk right where your agents work - Advanced Order Data, Order Insights, Order Timeline Events, Advanced Customer Data, Customer Insights, and Customer Timeline Events.

The new integration can also be use to power our brand new "Actionable Options" functionality to expose custom actions an agent can take on an order! The new Make.com Integration Provider is available today for retailers on the Premium or Enterprise tier. For questions about customizing agnoStack via Make.com, contact support@agnostack.com anytime.

Pipedrive CRM Provider

This release also adds another important addition to the growing Add-On Provider ecosystem with support for Pipedrive as a new CRM Provider.

Pipedrive is a sales-focused CRM platform that helps teams streamline pipelines, track deals, and drive revenue through smart automation and clear visibility across the customer journey.

With the recent announcement of the retirement of Zendesk Sell and the recommendation for customers to migrate to Pipedrive - this new integration helps to ease that transition.

Pipedrive is available today for retailers on the Premium or Enterprise tier - and enables the ability to access key customer details (profile data, deal associations, and activities/events) - seamlessly surfaced in the Zendesk through agnoStack's Customer Insights module. In addition, customer notes and activity events appear directly within the Customer Timeline so agents can quickly reference sales context during support interactions.

Actionable Options

One of the most impactful capabilities recently added to in agnoStack empowers retailers to extend Zendesk with greater flexibility through our Actionable Options framework.

First made available through the brand new Knots.io integration, Actionable Options focus on surfacing context-aware “next best action” choices based on the Order and Customer situation, thus increasing efficiency and improving CSAT.

With this exciting new release, retailers can now surface custom Actionable Options directly to your agents on the agnoStack Order Details panel. These options can now be configured via four potential paths:

• Knots.io Integration Provider
• Make.com Integration Provider
• Zendesk Data Provider
• ...and Zendesk Action Builder!

These additions unlock a whole new level of customization inside Zendesk while preserving the familiar, in-ticket experience agents love. For questions about setting up custom Actionable Options, contact support@agnostack.com.

Order Notes/Alerts

This update enhances the Order Note functionality for Shopify retailers - bringing visibility earlier in the agent workflow. Showing this high-value context (along with order related alerts) up front reduces clicks and speeds decisions.

Historically, the note has only lived in the Order Timeline, where agents can view as well as edit the note. Order notes - along with order alerts - now appear directly on the Order List via an icon on the status badge, with the details displayed as soon as an agent hovers over an order in the list.

agnoStack also surface the notes, along with the related alerts, directly on the Order Detail screen. The result is faster triage and resolution thanks to immediate access to critical notes and alerts.

This feature is available today for retailers on our Professional Tier and above who are using Shopify, with support for additional Commerce Platforms coming soon.

Rivo Loyalty - Major Updates

Rivo recently launched its new Fall Editions update, and we are bringing support for many of these new capabilities directly into Zendesk!

agnoStack continues to invest in our ecosystem of Add-On providers and we are excited to deliver a series of enhancements to the industry's leading Shopify loyalty platform - Rivo.

New features include the ability to:

• View a customer's Favorite Products
• Directly modify VIP tier
• Display at-a-glance Membership Details
• Easily Cancel a Membership

These enhancements are available today for all retailers using Rivo along with agnoStack. Data is surfaced directly within the Customer Insights module as well as related events visible on the Customer Timeline to keep your team fully informed during the support experience.

Insights/Advanced Data Add-On Packages

This release includes the ability to purchase the Order and Customer Insights as well as Advanced Data capabilities as an Add-On. Previously, Customer and Order Insights were only available via the Premium or Enterprise tiers and Advanced Data was only available via the Enterprise tier. Now, we're opening these capabilities to the Professional tier via the new Insights Add-On Package and the Premium tier via the new Advanced Data Add-On Package.

This unlocks one of the most powerful aspects of agnoStack, connecting the support ticket with your entire retail back office. This empowers support agents with actionable data and insights right at their fingertips, without needing to move their subscription tier.

Cart Notes - BigCommerce

We've been hearing great feedback about how impactful the Order Creation/Rapid Re-Order functionality has been in improving agent efficiency. Building on that momentum and following our recent Shopify Order Creation/Re-Order Enhancements - we are expanding these capabilities to BigCommerce.

Agents can now add a Cart Note when preparing a new Order (or a Re-Order) on behalf of the customer, capturing important context at the moment of creation! This feature is now available to BigCommerce retailers on our Enterprise tier, with support for additional Commerce Platforms coming soon!

Postscript Updates

This release extends our Postscript.io integration to support the ability to Opt-Out/Unsubscribe from SMS communications directly within Zendesk via the agnoStack Customer Insights panel.

The Customer Insights capabilities increase agent efficiency by displaying actionable enhanced customer data and events from Postscript (and other Add-Ons) in one place, for a truly holistic view across the entire retail backoffice.

Platform Bug Fixes

This release includes several small but important fixes across the agnoStack platform:

Multi-Item Refunds: Fixed an issue with the new Multi-Item Refund feature to ensure the correct maximum refundable amount is calculated and displayed accurately.

Editable Customer Insights: Resolved an issue in the Customer Insights module when modifying customer information via actionable Advanced Data items.

Shipping Options (Shopify) : Addressed an issue in the Shipping Options section during Order Creation for Shopify retailers. Depending on the store's ship-from address, certain shipping options were not appearing; this has been corrected and now works consistently across configurations.

Catalog Share (Magento 2) : For some retailers with large catalogs, fixed an issue with the product share capabilities that prevented all applicable products from displaying in the selection list.

Configuration Screen Enhancements

As part of improving onboarding and configuration, we have refined the setup flow to make it easier to get started! There are now two clearly separated sections: one for Provider Add-Ons and one for Feature-Set Add-Ons making it even simpler to understand what's available and select exactly what you need.

Reporting Dashboard - Early Access

This release includes an early preview a new feature that gives retailers additional visibility into "attributable activities" within agnoStack. For many of agnoStack's Commerce integrations, when agents perform refunds or create new orders on behalf of a customer, extra tracking data is stored within the Commerce/Payment Platforms.

The upcoming Reporting Dashboard will surface consolidated reporting on this activity directly inside Zendesk. It will allow admins to query relevant data for agent attributable refunds and orders - including agent information along with timestamps, notes/reasons and more!

To learn more about the Early Access Program (EAP) and launch of our new Reporting Dashboard, please contact support@agnostack.com. This initial EAP is limited to retailers using Shopify as their Commerce platform - but will be expanded to included additional platforms in the weeks/months ahead.

n8n Integration Provider

Our next release will include support for additional Integration Provider options - including, the industry's leading AI Workflow Builder - n8n! Stay tuned, lots of exciting updates coming soon - if you're interested in learning more in advance, please contact us via info@agnostack.com.