Shelf Agent Experience for Support

Shelf helps enterprises deliver accurate, governed AI assistance using their organization's knowledge and workflows. Shelf Agent Experience is an intelligent sidebar companion for Zendesk Support agents.

Agent assistance inside every ticket

• Conversation summaries help agents catch up on long or complex ticket threads.
• Intent detection and sentiment tracking identify what customers need and how they feel.
• Suggested replies provide editable response drafts grounded in your organization's knowledge.
• Content suggestions and search surface relevant knowledge without leaving the ticket.
• Wrap-up code suggestions recommend Zendesk tags when work is complete.

AI-generated content is presented as a suggestion. Agents remain in control and choose what to apply. The app requires an active Shelf subscription purchased separately. Contact Shelf for pricing.

Data disclosure

To provide these features, the app accesses the ticket ID and status, public customer and agent conversation messages, Zendesk tag names, locale, and selected ticket fields configured as AI context. This data is transmitted to the customer's configured Shelf account to generate assistance, maintain conversation state, and provide usage telemetry. Internal notes and Zendesk credentials or API tokens are not transmitted to Shelf. Generated replies and summaries are written to the Zendesk editor only when an agent chooses to apply them. Data is processed and retained according to the customer's Shelf agreement and configured Shelf controls. See the Shelf Privacy Policy for more information.