Apps are custom-built applications that extend or enhance the functionality of your Zendesk interface. The Zendesk Suite provides a lot of functionality, but not everyone has the same requirements or uses Zendesk the same way.
You might need something that better supports your workflows, provides you time-saving automation, or enforces your processes. Ultimately it’s about increasing the efficiency of your agents and customer satisfaction. For example: you might want to:
- Track the time your agents spend on tickets.
- Display a user’s recent tickets in the sidebar.
- Redact sensitive personal information from tickets, such as credit cards and passwords.
Fortunately, Zendesk and our partners supply a wide range of apps to extend the functionality of your suite. What's even better, is that if you can't find the one you want, it might be possible to build it yourself. You might only make use of one app, or perhaps a combination of apps that will take your Zendesk instance to the next level.
You must be an administrator to install apps.
This article contains the following topics:
- Defining apps and integrations
- Discovering apps in the Zendesk Marketplace
- Getting started with the most popular apps
- Considerations before installing an app
Defining apps and integrations
Apps are custom-built applications that extend or enhance the functionality of Zendesk features. For example, the time-tracking app integrates with your ticketing system to help agents record the time they spend on a ticket.
Apps differ from integrations, which link Zendesk to other applications, enabling them to share information and features. For example, with the Shopify for Zendesk integration you can display customer and order details from Shopify in Zendesk. An integration can exist in Zendesk with it’s own user interface or it may just provide a link between Zendesk and the other application. For more information, see Extending Zendesk with top integrations.
Public apps are available on the Zendesk Marketplace for anyone to use.
Private apps have been built by your company and uploaded into Zendesk. They are not listed on the public Zendesk Marketplace and cannot be installed and used by other Zendesk customers. Private apps can be used on Professional plans and above.
Your company might decide to build a private app if you have a specific requirement to modify or extend your agent’s interface or if you’d like to connect an in-house application and Zendesk. Private apps are not listed on the public Zendesk Marketplace and cannot be installed and used by other Zendesk customers. Private apps can be used on Professional plans and above.
Discovering apps in the Zendesk Marketplace
You get apps that have been built by Zendesk and our partners, from the Marketplace at zendesk.com/apps. Along with apps, you can also find a range of themes that you can apply to your Help Center. For information about how to find and install apps, see Using the Zendesk Marketplace.
Many apps are available for free. Some apps have a cost (for example, per agent or per month) that are explained in the app listing. Paid apps usually offer a free trial period so you can see if the app is right for you first before purchasing it.
Each Marketplace listing includes app information, screenshots, and user reviews so you can make sure an app is right for you.
Getting started with the most popular apps
There are hundreds of apps from Zendesk and our partners in the Marketplace. To help get you started here’s some recommendations from the most downloaded apps in the Marketplace:
The Time Tracking app automatically tracks the time spent on each of your Zendesk Support tickets. You can customize the app to suit the functionality your team needs and leverage Insights to create detailed reports of your time tracking data to manage your team’s performance, identify issues that take the longest to resolve or which customers have more complicated issues.
For more information, see Using the Time Tracking app.
The Ticket Redaction app enables the redaction of portions of text or attachments from Zendesk Support tickets. You can permanently redact sensitive personal information, such as credit cards and passwords, from tickets, and bulk redact and preview ticket attachments.
For more information, see Installing and using the Ticket Redaction app.
The Five Most Recent app displays the five most recent tickets a requester has submitted giving you a more complete view of past support requests.
For more information, see Installing and Using the Five Most Recent app.
You can use the Advanced Search app to create complex search queries on tickets, users, and organizations via a simple visual interface. You can also export search results in CSV format.
For more information, see Installing and using the Advanced Search app.
Select an Address lets admins and agents change the default support email address associated with a ticket. You can personalize outbound messages or easily reroute inbound tickets to the appropriate groups, resulting in greater agent efficiency and a better customer experience.
For more information, see Installing and using the Select an Address app.
|The Show Related Tickets app analyzes your ticket subject, searches against all other tickets, and returns any tickets with matching terms. Your agents can quickly recognize and identify multiple incidents of the same issue. All incident tickets can be linked to a problem ticket, letting your agents tackle and resolve issues more efficiently.|
Considerations before installing an app
Installing an app to your Zendesk instance may provide you with some great additional functionality, but there a few things to do or consider beforehand:
- Thoroughly read the app information in the Marketplace listing.
Does it do everything you want it to do? Is there anything it doesn’t do that you need? Would a different app be a better solution for your needs?
- Read the installation instructions.
Is there anything you need to prepare before you install? Are there any other support articles available you can refer to?
- Ask for feedback or advise your agents what is about to change.
Are your users ready for the app? Do you need to tell them how to use the new app?
- Consider your existing apps.
Have you already installed apps to your Zendesk instance? Will a new app work in conjunction with any apps you’re already using? Could there be any conflicts?
- Only admins can install apps.
Do you have admin access to your Zendesk instance to install or update apps?
- Ensure your Zendesk instance is configured adequately before you add marketplace apps.