Managing your installed apps

What's my plan?

Public apps are available on all current plans. Private apps are available on Suite Growth and above, Support and Chat Professional and above, and Sell Growth and above.

Apps are available for Support, Sell, and Chat. You can make changes to your installed apps on the My Apps page in Support, Sell, and Chat. Any updates you make to apps appear for all agents.

Installed apps might include public apps from the Zendesk Marketplace and private apps built by your company.

You must be an administrator to update your installed apps.

Topics covered in this article include:

• Managing app location and order
• Changing app settings
• Restricting app access
• Disabling your apps
• Uninstalling an app
• Activating and deactivating app shortcuts
• Contacting an app's developer
• Managing private apps

Managing app location and order

App placement is determined by the app's developer. When you install apps in your account, they can appear in several different locations.

• Top navigation: The top of the Zendesk Support screen.
• Main navigation: 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 new ticket, 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.

You can update the order in which the apps appear within each location.

To see the apps in a location

1. Depending on which apps you're working with, open the My Apps page in Support, Sell, or Chat.
2. Click Reorder apps.

   The Reorder apps page appears.

   
3. 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. Depending on which apps you're working with, open the My Apps page in Support, Sell, or Chat.
2. Click Reorder apps.
3. Click the location where you want to change the app order.
4. Drag and drop an app into a new position.

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

5. Repeat to reposition the other apps in the list.

Some apps appear in multiple locations. Reordering apps in one location does not update their position in another. 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.

If you reorder apps with group or role restrictions, they will show only if you are a part of that group or role.

If you're working with contextual workspaces, the app order you set on the contextual workspace Apps tab takes priority over the order you set for tickets on the My Apps page. If the ordering you set on the My Apps page doesn't work as expected, check to see if there's a contextual workspace associated with the ticket form.

Changing app settings

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

To change app settings

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app for which you want to change settings, then select Change settings from the drop-down menu.
3. Click Update at the bottom of the page.

   Your changes are saved.

Restricting app access

You can restrict access to an app so only agents in the groups or roles you list can access it.

To restrict access to an app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app for which you want to change settings, then select Change settings from the drop-down menu.
3. Select Enable role restrictions, Enable group restrictions, or both, and then enter the names of the groups or roles you want to access the app.

   No other agents will be able to access the app.

4. Click Update at the bottom of the page.

   Your changes are saved.

Note: When you set up app access, admins and billing admins are treated as two separate roles. Specify both roles to allow them access.

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 remove an app permanently, you can uninstall it instead.

To disable an app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. In the Enabled apps section, hover over the app you want to disable, then click the Enabled toggle from the drop-down menu.

The disabled app appears in the Disabled apps section of the My Apps page and can be re-enabled.

To enable a disabled app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. In the Disabled apps section, hover over the app you want to enable, then click the Disabled toggle from the drop-down menu.

The enabled app appears in the Enabled 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 remove an app temporarily, you can disable it, then enable it when you're ready to use it again. You can uninstall both enabled and disabled apps.

To uninstall an app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app you want to uninstall, then click Uninstall from the drop-down menu.
3. In the Uninstall App window, click Uninstall.

Activating and deactivating app shortcuts

If app shortcuts have been activated by an admin, agents can create shortcuts for apps available to them in the Zendesk Agent Workspace. App shortcuts allow agents to quickly access the apps they use the most. App shortcuts are activated by default.

To activate or deactivate app shortcuts

1. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.

   A list of your installed apps appears.

2. Click the Settings tab.

   

3. To activate app shortcuts, make sure Pin apps to context panel is selected. To deactivate app shortcuts, deselect the setting.
4. Save your changes.

Contacting an app's developer

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

To view an app developer's website

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app, then click Developer website from the drop-down menu.

Managing private apps

Note: Private apps are available on Suite Growth and above, Support and Chat Professional and above, and Sell Growth and above.

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

If you want to submit a public app or learn more about how to build your own private app, see our Developer documentation.

To upload and install a private app

Private apps must be uploaded as a ZIP file. The maximum file size is 2 MB.

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Click Upload private app.
3. Give your app a name.
4. Click Choose File to browse for the ZIP file for the app.
5. Click Upload.
6. On the install screen, follow the instructions to install the app.

To update a private app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app, then click Update from the drop-down menu.
3. Upload your updated ZIP file.

To download a private app

1. Depending on which app you're working with, open the My Apps page in Support, Sell, or Chat.
2. Hover over the app, then click Download from the drop-down menu.
3. Download the ZIP file containing all the assets for your app.