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Custom User profile App
Answered
Posted Dec 19, 2023
We are thinking to build our own custom app that would straight in Zendesk give agents an overview of customer account with our business, eg type of account, subscriptions they have etc.
Has anyone ever done that? If so, any tips or advice would be appreciated.
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6 comments
Brandon (729 Test)
Hey Vladimir P -
Developing a side-bar app for agents is an exciting process. You can either make a private app, or publish one in the Zendesk Marketplace. If you're not already familiar with the Zendesk Application Framework, I would recommend starting with the free course for developers at training.zendesk.com. From there, you might consider joining the Zendesk Developer User Group
In terms of the actual execution of the app, you would need to store the data in either Zendesk, Sunshine Objects or make it available through your source of truth via an API. From there, the app *should* be a pretty easy lift, pending of course how often and where the data is updated.
If this is all beyond your bandwidth, 729 Solutions (and other Premier Implementation Partners) do this work regularly for our clients. Happy to jump on a quick call if you need any additional info!
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Brandon Taylor
Hi Vladimir P!
To Echo what Brandon #1 said:
1. Define your needs and user stories:
2. Choose the development approach:
3. Tools and resources:
Additional tips:
Asking for help is ok too: If you're not comfortable with development yourself, you can hire a Zendesk app development partner (Like Brandons company 729 Solutions) to help you build and deploy your app.
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Aaron Doane
Just to expand a bit on Brandon Taylor's tip, I suggest starting small and taking user feedback from the agents who interact with the application the most.
We built a custom app that pulled customer master data via an API and started very small with just a few basic pieces of information. Once the API was set up and the app deployed, we opened the app to feedback from agents and got a wave of great ideas that we passed onto our dev team. Because these ideas were coming directly from the folks who needed the enhancements, each addition we made was a big win with the support teams and the value added was much higher than if our dev team had tried to predict what was needed.
We had migrated from a home-grown solution to Zendesk, which came with its challenges, so this flexibility and ability to take agent feedback ultimately helped drive agent satisfaction with the new ticketing system.
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Florian - SEIF Partner
Great comment, and perfect way to build it as said by Brandon Taylor
you can also use some app from the marketplcae, such as the one we built here ==> https://www.zendesk.fr/marketplace/apps/support/964371/data-assembler/
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Vinicius Henrique da Silva
já não tem?
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Vladimir P
Thank you all for your comments and tips, this is really helpful. We'll look into this internally and may come back with some additional questions. Thanks again!
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