The Sidebar Icon app is designed to let Zendesk agents quickly flip to a web page within the agent interface and then flip back to their tickets without interrupting their workflow. This can be especially useful if agents use a page to look up things like orders or other data.
Note: The Sidebar Icon app can only be installed in new Zendesk.
You can embed a lot of different web pages in the Zendesk agent interface with the Sidebar Icon app. However, not all pages will be displayed properly and some might be displayed but then exhibit strange behavior. A rule of thumb is to choose web pages that are very simple.
Also, some sites actively prevent other web sites from loading their content in this way. They do this for security reasons so hackers can't pretend to be those companies. When this happens, you’ll see the Sidebar Icon app but there won’t be any content when you click it.
Important: The latest versions of Firefox or Chrome browsers may block web pages from being loaded into Zendesk. To view the pages, agents must click the shield icon in the browser's Address bar and agree to load an unsafe script (Chrome) or to disable protection on the page (Firefox).
Reason: The browser detects and blocks any attempt to request an unsecured HTTP page through a secured HTTPS connection such as Zendesk's. The browser blocks the page because the page can be read or modified by attackers even if the page is served over HTTPS. For more information, see this article on the Firefox website and this post in the Google Chrome forum.
To add a Sidebar Icon app to the agent interface
Click Admin () in the sidebar, then select Apps > Marketplace.
Select Sidebar Icon.
Click Install App in the upper right of the page.
Configure the app:
iFrame URL: Required. Put the link to the page you want to display when agents click on the Sidebar Icon app.
Inactive Icon URL: An image to be displayed when you are not interacting with the app. Pick something that contrasts with the grey color of the Zendesk panel for visibility.
Hover Icon URL: An image to be swapped in when an agent hovers the mouse over the image but hasn’t clicked or done anything yet.
Selected Icon URL: An image to be displayed when an agent has clicked on and activated the Sidebar Icon app.
Title: Required. A title differentiating the app from other apps.
Is your business Twitter focused? You can embed Twitter’s status page into your Zendesk. Here are the Sidebar Icon app settings for the Twitter status page.
Community tip from Chris! After much experimentation I discovered that a 35x35px document with 20x20px glyphs will match very nicely to the icons currently displayed in the sidebar.
Using the Text app
The Text app lets you display any text you want in the Apps sidebar in the agent interface. For example, you can display an important message to agents, provide instructions about filling out tickets, or add a link to your retail system.
The Text app also supports data placeholders. Placeholders let you include dynamic data in the text you want to display. This ability is useful if you want to display a link that includes parameters about the current ticket, requester, or user. Example: