Managing your installed apps

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  • Hidayat Ullah



    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 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?



  • Brett Bowser
    Zendesk Community Manager

    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!

  • Steve Sanz

    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?

  • Matt
    Zendesk Customer Care

    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


  • Jenny Astor
    Thanks, Jennifer for sharing such a great article here.
  • Marco Antonio Avalos

    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?

  • Eric Nelson
    Zendesk Developer Advocacy

    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

  • Jonathan

    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?


  • Marco
    Zendesk Customer Care
    Hi Jonathan! At the moment unfortunately no. The app sidebar will stay closed if you previously have done so, and will stay open if it was previously open. Having an option to set this by default would be helpful though. I would suggest putting this as a feature request:
  • Richard Pixel

    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!

  • Jeff C
    Zendesk Customer Care

    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.

  • Bernard Moriau

    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.

  • Ravindranath Noolu


    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

  • Jean-Francois Weston
    Zendesk Customer Care
    Hi Ravindranath, In order to know the full set of commands available with this functionality, I would recommend you read the following article ZCLI documentation on GitHub. And for information, here is the developers' documentation on Using the Zendesk Command Line Interface (ZCLI)
    I hope this helps
  • Kelly Rica

    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! 



  • Mayank Agrawal

    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?

  • Eric Shen
    Hi Mayank,

    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.
  • Michael Le


    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.

  • Dane
    Zendesk Engineering
    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.
  • mfg

    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?

  • Rina

    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?

  • Dane
    Zendesk Engineering

    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.

  • Matt G.

    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?

  • Dane
    Zendesk Engineering
    Hi Matt,

    You can use the Audit Logs to check apps with "created" activity type. 

  • WRO Jacuk-Zurak, Marta


    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

  • Joyce
    Zendesk Customer Care
    Hello Marta,
    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.
  • Ismail Zniber

    Hello Community,

    I'm sorry to revisit this topic, but I wanted to know if the zE('webWidget', 'open') functionality can be used for a custom app by replacing 'webWidget' with the name of the app, for example. To provide some context, I'm trying to open an internally developed application for the user when a ticket arrives in Zendesk.

    Thanks in advance.



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