Managing your installed apps

Tip: 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 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.

Topics covered in this article include:

• Managing app location and order
• Enabling and disabling your apps
• Uninstalling an app
• Changing app settings
• Restricting app access
• 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 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 Reorder apps.

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

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

4. 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.

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.

To change app settings

1. On the My Apps page, find the app you want to change.
2. Click the options menu on the app where you want to change settings, then select Change settings.
3. 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

1. On the My Apps page, find the app you want to restrict.
2. Click the options menu on the app you want to restrict, then select Change settings.
3. 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.

4. 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.

To disable an app

• 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.

To enable a disabled app

• 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

1. On the My Apps page, find the app you want to uninstall.
2. Click the options menu on the app, then select Uninstall.
3. In the Uninstall App window, click Uninstall App.

Activating and deactivating app shortcuts

If activated by an admin, agents can create app shortcuts for apps available to them in the Zendesk Agent Workspace. App shortcuts enable 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 to show app settings.

   

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

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.

To view an app's developer's website

• On the My Apps page, click the options menu on the app, then select Developer website.

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 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.

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

To upload and install a private app

Note: The maximum file size for private apps is 2 MB.

1. On the My Apps page, click Upload private app.
2. Give your app a name.
3. Select the zipped app you want to install.
4. Click Upload.
5. On the install screen, follow the instructions to install the app.

To update a private app

1. On the My Apps page, find the app you want to update.
2. Click the options menu on the app, then select Update.
3. Upload your updated zip file.

To download a private app

1. On the My Apps page, find the app you want to enable.
2. Click the options menu on the app, then select Download.
3. Download the ZIP file containing all the assets for your app.