Managing your installed apps Follow

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You can make changes to the installed apps in your Zendesk. Any updates you make to apps in your Zendesk appear for all Zendesk Support agents.

You must be an administrator to update apps.

Note: Apps are not available on the Essential plan.

Accessing the My Apps page

All of your installed apps, including those you have disabled, are located on the My Apps page.

To access the My Apps page

  1. Click the Admin icon () in your sidebar.
  2. Select Apps > Manage.

    The My Apps page opens.

Managing app location and order

App placement is determined by the app's developer. When you install apps in your Zendesk, they can appear in a number of different locations.

  • Top Navigation, along the top of the Zendesk Support screen.
  • Main Navigation, down the left side of the Zendesk Support screen.
  • Ticket, in the body of an existing ticket, when the Apps panel is open.
  • New Ticket, in the body of a ticket being created, when the Apps panel is open.
  • User Profile, on the profile page of a selected user, when the Apps panel is open.
  • Organization Profile, on the profile page of a selected organization, when the Apps panel is open.

Within each of these locations, you can update the order in which the apps appear.

To see the apps in a location

  1. On the My apps page, click the Reorder apps button on the top right.

    The Reorder apps page appears.

  2. Click any of the items under Location to see which apps are there. The available locations depend on where you currently have apps in Zendesk Support. You can select only locations where you have apps.

From here, you can change the order of your apps.

To reorder your apps in a location

  1. On the Reorder apps page, click the location in which you want to change the app order.
  2. Drag and drop an app into a new position.

    The new order is automatically saved after you move the app.

  3. Repeat to reposition the other apps in the list.
Some apps appear in more than one location; reordering apps in one location does not update their position in another location. For example, you can set a different order for apps on ticket pages than new ticket pages. Perhaps you want the Linked Ticket app at the top of the apps list for new tickets, but it's not as important for existing tickets, so you can place it near the bottom of the apps list for existing tickets.

Changing app settings

You can change the settings for an app, including the title.

To change app settings
  1. On the My Apps page, find the app you want to change.
  2. Click the app icon to open that app's settings page.
  3. Make the changes you want, and click Save Settings at the bottom of the page.

    Your changes are saved.

Disabling your apps

You can disable apps installed in Zendesk at any time. When you enable or disable an app, it's enabled or disabled for all agents in your Zendesk.

If you want to permanently remove an app, you can uninstall it instead.

To disable an app
  1. On the My Apps page, find the app you want to disable.
  2. Hover your cursor over the app to display the cog icon ().
  3. Click the cog icon to open the app settings menu.
  4. Click the toggle ()to disable the app.

Disabled apps are moved to the bottom of the My Apps page, and can be re-enabled.

To enable a disabled app
  1. Scroll to the bottom of the My Apps page and find the app you want to enable.
  2. Hover your cursor over the app icon to display the cog icon ().
  3. Click the cog icon to open the app settings menu.
  4. Click the toggle () to enable the app.

The enabled app moves up into the Installed Apps section of the page.

Uninstalling an app

You can uninstall an app that you no longer need. Uninstalling an app removes it from Zendesk for all agents.

If you want to temporarily remove an app, you can disable it as described above, then enable it when you're ready to use it again. You can uninstall both enabled and disabled apps as outlined below.

To uninstall an app

  1. On the My Apps page, find the app you want to uninstall.
  2. Hover your cursor over the app to display the cog icon ().
  3. Click the cog icon to open the App Settings menu.
  4. Click Uninstall.
  5. In the Uninstall App window, click Uninstall App.

App updates

As apps are tweaked and improved, updates may become available for them. Apps are updated to their latest versions automatically. If you have a question about an app you can contact the app developer directly.

To contact an app's developer

  1. On the My Apps page, find the app you want to enable.
  2. Hover your cursor over the app to display the cog icon ().
  3. Click the cog icon to open the App Settings menu.
  4. Click Contact developer. If a contact has been provided, the developer's support email opens in your mail program.

Private apps

Private apps are apps that have been built by your company and uploaded into Zendesk Support. They are not listed on the public Zendesk App Marketplace and cannot be installed and used by other Zendesk customers.

For more information on private apps, see the Getting Started Guide on our developer portal.

Once you build an app, you can upload it into Zendesk Support.

To upload and install a private app

  1. On the My Apps page, click the Upload private app button in the upper right of the page.
  2. Give your app a name.
  3. Select the zipped app you want to install by clicking the Browse button (on Windows) or Choose file (on Mac).
  4. Click the Upload button
  5. Once the app is uploaded, the install screen appears. Follow the instructions provided to install the app.

    When the app is successfully installed you can manage it as you would any other installed app.

To update a private app

  1. On the My Apps page, find the app you want to update.
  2. Hover your cursor over the app to display the cog icon ().
  3. Click the cog icon to open the App Settings menu.
  4. Click Update to open the screen where you can upload an updated zip file.

To download a private app

  1. On the My Apps page, find the app you want to enable.
  2. Hover your cursor over the app to display the cog icon ().
  3. Click the cog icon to open the App Settings menu.
  4. Click Download to download the ZIP file containing all the assets for your app.
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Comments

  • 0

    Jessie, can I add to Ron's need / question: I'd lik my agents to have access and use the apps I (as admin) have downloaded. But in the role restrictions menu, I'm only given a choice to enable for "Admin" and/or "Light-Agents". What about the normal "Agent" role? Is that included within "Light-Agent"? Thanks!

  • 0

    Could we improve on this article by clarifying some things?

    1 The effects of 'Disable' vs. 'Uninstalling' an app, and 'Disable' and then 'Enable'.

    - Is disabling an app safe and reversible? I.e. should you ever be concerned about possible data loss or locked custom fields.
    - Is there any difference in uninstalling a disabled vs an enabled app?

    2 How to go about to update an app. Apps doesn't seem to auto-update, but new versions are regularly released, so you could update your apps to benefit from bug fixes and new features.

    For apps I have written myself, I know I can use the Update action (only available for private apps as far as I know). And this is how I update non-private apps:
    1. First uninstall it. (You may lose custom field data here, depending on the app. If so, I believe you would get a warning first, during the uninstall action, but I'm not 100%).
    2. Manually removing any triggers/custom fields left over by the app.
    3. Install the app again.

  • 0

    And just to make it more fun, there are some apps that do automatically update.

    In general, apps developed and supported by Zendesk (such as the time tracking app) do update automatically. Those that are Zendesk Labs apps do not and for any that are written by third parties, it is down to that third party if they wish to build in some form of update I believe.

  • 0

    That's great feedback, Joel and Colin. We'll work on an update to clarify those things. Thanks for your comments!

  • 0

    App ordering appear to not work properly on a new ticket.  App order is find on an existing ticket, but on a new ticket page, my Sweekhawk deadlines and reminders app is no longer at the top.

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