Custom User profile App

Hey @vladimir11 - 

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!

Hi @vladimir11!

To Echo what Brandon #1 said:

1. Define your needs and user stories:

• What specific information do you want the app to display about customer accounts? Examples: account type, subscriptions, usage data, purchase history, contact information, recent interactions.
• How will agents interact with the app? Should it be a sidebar panel, a tab within the ticket screen, or something else?
• What actions should agents be able to take from the app? Initiate renewal calls, update account information, access additional resources, etc.

2. Choose the development approach:

• Client-side app: This is a web app written in HTML, CSS, and JavaScript that runs in the agent's browser. It's the simplest option but may have limitations with data access and functionality.
• Server-side app: This app runs on a separate server and interacts with Zendesk through the API. It offers more flexibility and power but requires more development effort.
• Zendesk Apps Framework: This framework simplifies client-side app development by providing pre-built components and access to Zendesk data and functionality.

3. Tools and resources:

• Zendesk Developer Center: This website contains comprehensive documentation, tutorials, and resources for building Zendesk apps: https://developer.zendesk.com/documentation/
• Zendesk Command Line Interface (ZCLI): This tool helps you quickly set up, test, and package your Zendesk app: https://developer.zendesk.com/documentation/apps/getting-started/using-zcli/
• Zendesk Marketplace: Consider listing your app on the Zendesk Marketplace for wider reach and monetization: https://www.zendesk.com/marketplace/

Additional tips:

• Start with a minimum viable product (MVP) and iterate based on user feedback.
• Pay attention to user interface (UI) and usability to ensure the app is easy for agents to use.
• Test your app thoroughly before deploying it to production.
• Consider future integrations with other Zendesk features or external systems.

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.

Just to expand a bit on @brandon34'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. 

Great comment, and perfect way to build it as said by @brandon34

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/

já não tem? 

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!