Starting today, Chat Phase 4 account types (Chat standalone) will be able to install both public and private apps if the account is on a paid Chat plan. Previously, only accounts integrated with a paid Support account could use public/private apps.
Chat Apps let you connect your favorite business tools and bring customer context and information straight into the Zendesk Chat agent dashboard. With the right Chat App you can pull information about a customer straight into the chat panel, giving you better context when serving customers. You no longer need to “context switch” and so you’ll be able to help customers much faster.
To determine what phase of Chat account you have, please read this article.
Note: Only account owners in Phase 4 accounts can install/manage apps. Support for Chat admins to do the same actions will be available later in the year.
Shopify for Chat - Get order information within the Chat dashboard
By installing the Shopify app, agents will be able to see recent order information of the visitor they are talking to. The agent will also have easier access to tracking information, to better understand the location of the visitor's order.
To learn more about the Shopify Chat app and what information can be displayed, please look at the following article.
TeamViewer - Remote desktop & mobile screen sharing
Sometimes seeing or showing a visitor something is more effective than writing the answer. With TeamViewer, you can now offer remote support desktop and mobile screen sharing.
With TeamViewer you can easily create a remote support session directly from your chat in Zendesk to Windows, Mac, Linux and mobile devices.
Atlassian Statuspage for Chat - Improve Incident Visibility
The Atlassian Statuspage for Chat integration provides agents visibility of Statuspage incidents in Chat. Agents can readily obtain information on any service incidents or degradation, so they are aware of any service disruptions that may impact customers.
Chat agents can easily drill down into incidents or service degradations and can post current status information into a chat by clicking "Add to chat" in the sidebar app.
Build your own custom app
Our Chat Private Apps framework lets you extend the functionality of Chat by building your own app. For example, you could build an app that that automatically adds information to a chat. Or, like Squarespace did, you can build an app that looks up customer information and then pulls it into the chat - giving your agent more context so they can help customers faster.
Squarespace were one of the first customers to build a private app using the app framework in Chat and they had this to say about Chat Private Apps:
“Using the Chat Apps framework, we built a simple app that surfaces relevant customer data within the Zendesk Chat interface. This additional information helps our support advisors diagnose problems quickly and more accurately. Building the app was relatively straightforward for our development team, and we were up and running within a few days.”
Support Tools Developer at Squarespace
To build your own custom app, you’ll need to be on at least Chat Professional plan.
To learn more about the apps framework and how you can build a private app in Chat, please read the developer docs located here.