Using the Zendesk developer platform to give support agents a unified view of the customer
Introduction
This use case article shows how the Zendesk developer platform can be used to provide agents with a comprehensive, unified view of the customer from data pulled from multiple systems.
This article does not serve as a detailed, step-by-step guide. Rather, it aims to highlight and explore the range of possibilities and features that the platform offers. Its purpose is to inspire and inform you about what can be achieved, and to encourage you to experiment and discover the platform’s potential.
The challenge
Suppose your support agents frequently struggle to access key customer data spread across different internal business systems. For example, John, a support agent, often had to request access to the CRM and marketing platforms or ask colleagues in Slack to understand the customers he was assisting. This process was time-consuming, causing delays in issue resolution and frustrating customers.
You decide to create a custom app embedded in Zendesk Support’s ticket sidebar. This app gathers key customer details, like purchase history, preferences, loyalty status, and customer tier, and displays them within the context of each support ticket.
Key objectivies
- Provide agents with enriched customer profiles to understand and respond to individual customer needs quickly.
- Improve agent efficiency by centralizing data access within the Agent Workspace, reducing the need to switch between systems.
- Lower operational costs by minimizing the number of systems agents need to access regularly.
- Enhance customer loyalty through faster, more tailored support experiences.
Requirements
- Zendesk Apps Framework V2 to build the custom sidebar app.
- Zendesk Garden for consistent and accessible UI styling.
- APIs for the various business systems to fetch customer data dynamically.
Approach
Plan what information the app needs to show, how it should present that data to agents, and how you'll build and test the app using Zendesk’s developer tools.
Consider core functionality
Identify what customer data your agents need most and where that information resides. Depending on complexity, you might create multiple sidebar apps for different data sources.
Consider user interface design
Design an intuitive UI tailored to show relevant customer details per data source. For example, a summary screen showing loyalty status or purchase history alongside detailed views accessible via modals.
Development and testing considerations
Follow Zendesk’s standard app development workflow, leveraging ZAF documentation. Use the Zendesk Apps Tools (ZAT) for local testing and pack your app for sandbox deployment and final release.
Additional resources
Zendesk Apps Framework - Getting started with ZAF
Learn how to build an app for Zendesk - Zendesk App Quick Start
Zendesk command line - Using ZCLI
Support app locations - Sidebar apps in Support