Apps are available for Support, Sell, and Chat. You can make changes to your installed apps in 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 that have been built by your company.
You must be an administrator to update your installed apps.
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
- On the My apps page, click the Reorder apps button on the top right.
The Reorder apps page appears.
- 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
- On the My apps page, click the Reorder apps button on the top right.
- Click the location in which you want to change the app order.
- Drag and drop an app into a new position.
The new order is automatically saved after you move the app.
- Repeat to reposition the other apps in the list.
If you are reordering 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 apps 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 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.
- On the My Apps page, find the app you want to change.
- Click the options menu on the app you where you want to change settings, then select Change settings.
- Make the changes you want, then click Update at the bottom of the page.
Your changes are saved.
Restricting app access
You can restrict access to an app so that only agents in the groups or roles you list can access it.
To restrict access to an app
- On the My Apps page, find the app you want to restrict.
- Click the options menu on the app you want to restrict, then select Change settings.
- Enable Role restrictions, Group restrictions, or both, and then enter the names of the groups or roles that you want to be able to access the app.
No other agents will be able to access the app.
- Make the changes you want, then click Update 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.
- On the My Apps page, click the options menu on the app you want to disable, then click the Enabled toggle to disable the app.
The disabled app appears in the Disabled Apps section of the My Apps page and can be re-enabled.
- On the My Apps page, click the options menu on the app you want to enable, then click the Disabled toggle to enable the app.
The enabled app appears in 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
- On the My Apps page, find the app you want to uninstall.
- Click the options menu on the app, then select Uninstall.
- In the Uninstall App window, click Uninstall App.
Contacting an app's developer
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.
- On the My Apps page, click the options menu on the app, then select Developer website.
Managing private apps
Private apps are apps that have been built by your company and uploaded into Support. They are not listed on the public Zendesk Marketplace and cannot be installed and used by other Zendesk customers. For more information on private apps, see Build your first Support app and Build your first Chat app.
Once you build an app, you can upload it into Zendesk Support.
- On the My Apps page, click the Upload private app button in the upper right of the page.
- Give your app a name.
- Select the zipped app you want to install.
- Click the Upload button.
- On the install screen, follow the instructions to install the app.
To update a private app
- On the My Apps page, find the app you want to update.
- Click the options menu on the app, then select Update.
- Upload your updated zip file.
To download a private app
- On the My Apps page, find the app you want to enable.
- Click the options menu on the app, then select Download.
- Download the ZIP file containing all the assets for your app
26 Comments
Hello,
How do i know if my app is uninstall by client, Mean there is no event or webhook that tell me that your app has been uninstall from the worksapce like abc.zendesk.com have uninstall my app?
I want to remove user local data when they uninstall my app from there worksapce is there any solution for this?
Thanks.
Hey Hidayat,
Any apps you have installed would show up under your Admin>Apps>Manage page. You will have the option to deactivate the app for reactivation later, or you can uninstall the app completely so it no longer has access to your account. As for removing local data, that would depend on the app that you're referencing I suspect. Some developers may handle this information differently and in some cases these apps may populate ticket data.
Let me know if there's any other questions you have!
I have agents asking if the apps can start out hidden and they can click on the app button to unhide them when needed. How might this be possible?
Hi Steve,
This workflow can be accomplished by using Contextual Workspaces. With Contextual Workspaces configured, you can expand, collapse, and chose which apps open by default when working on tickets for your agents.
This documentation should help you get that process started.
Setting up Contextual Workspaces
Matt - Customer Advocate
Do you know if exist a way to read the settings from an app via API.
I know we have /api/v2/apps/{app-id}.json but this is not showing the actual value from the settings just the defualt value.
Can you help me with this?
Hey Marco,
You can do this from within the app itself by using the metadata method of the ZAFClient Api. Though calling from outside of the application isn't possible for security's sake.
Have a wonderful day!
Eric Nelson | Manager - Developer Advocacy
Hi, is there a way to keep the app sidebar always open by default when loading a new ticket, even if I previously closed it?
Thanks!
Cheers!
Thank you for the article!
What I was wondering - restricting perhaps the Hourglass app to admins and supervisors means, that the app is not visible to the agents, but does it also mean that it isn´t working on their tickets ?
I would like to know if the restrict app = hide app, or simply restrict = disable for user groups.
Thank you!
Hi Richard,
Restricting an app should mean that it will never load for agents or groups who does not have an entitlement.
However in some cases depending on how the app is coded, it can still run in the background and just that its not displayed in the sidebar.
Hi team, I have been told that as a customer you will only get billed for the agents that have access to the app.
Example: I have 2 teams - each 5 agents and via groups only one group has access to the app, i should only get invoiced for 5 licenses instead of 10) Is that a correct statement?
If so, is it possible to add this in the article (under "Restricting app access") that you should only get charged for the amount of agents having access to the app.
Hi
Is it possible to pass runtime arguments for sidebar apps with any of the "zcli apps" commands? The idea is to not expose the parameters through manifest.json file
I hope this helps
I disabled my Slack app because the flow stopped on Slack and immediately"enabled" it again, yet if keeps defaulting to "disabled" I cannot get it to stay in Enabled apps! Help!
Hi, I'm an end user researching these apps for information security. There are many productivity focused apps available from 3rd party developers. Are there any safeguards in place that prohibit them from misusing our data? Does Zendesk enter into any agreements with these developers so that client information can't be used for marketing or be sold? If the app sends any of our data outside the Zendesk framework, how is that data secured?
Thanks for reaching out. Apps and integrations in the Marketplace are required to abide by our Privacy Policy and our API and Developer License Agreement. You can find details there on what information can and cannot be shared. In addition, during the app submission process, the marketplace team does review the code submitted to ensure that the app is only accessing resources that make sense for the integration and that data is not being sent off to any suspicious locations. The marketplace team also ensures that any calls being made are being done so securely through our framework to ensure important items like api keys, passwords, tokens, etc are secured.
Hope this helps clarify a bit.
Hello!
Was there a recent change/update where receiving an incoming chat would default to the end-user profile rather than what was last selected on the right sidebar?
Our team uses the apps in the right sidebar for every chat interaction and now finds it a little cumbersome to click the apps icon for every chat that comes in.
We're currently using agent workspace.
I have test it for a new Messaging session and it retained the previous layout of the interface.
Just in case, a different behavior is still happening after clearing cache and history, it will be better to contact support directly to further check.
The role and group restriction language is ambiguous because the "restriction" is in relation to both apps that add features and those that take them away.
For instance, if you enable the group restriction for agents in group X on the Assignment Control app, which prevents agents from assigning to specified groups/agents, does this mean that the agents in group X will not be able to assign to those specified groups/agents, or that they will but agents not in group X won't be able to?
Is there a way to modify the user profile view, in the same way the contextual workspaces can be for certain criteria?
I.e. - if the customer has data for one of the shopify brands we use, but not others, can the user profile auto expand that shopify app or is that not possible?
Hi mfg,
The role and group restrictions is only for the actual app access. It is present for all integrations.
Hi Rina,
Unfortunately, it cannot be modified.
We have administrator-role users that have installed apps, and then left the company. We haven't disabled these users for fear of the apps breaking, and we'd like to reinstall the apps using an Owner account.
Could you point me to a means of finding out which marketplace apps are installed by which users?
You can use the Audit Logs to check apps with "created" activity type.
Hello,
Is there a plan to add the Form restriction setting for the apps? We have a case where the app should be used only in the specific forms and not in the other forms.
Thank you
There's currently no plan in place for the feature that allows Ticket Form restriction for the apps as the placement and visibility of the apps are determined by the app's developer.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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