| Announced on | Rollout starts | Rollout ends |
| August 11, 2025 | August 11, 2025 | August 11, 2025 |
Zendesk is excited to announce that we've created a new support process specifically for Marketplace partner developers! We are introducing a new direct line to a team that can help you when you require support with your integrations. With this new, direct line, we hope to simplify our support process and get you the support you deserve!
This announcement includes the following topics:
What is changing?
You can reach out to the new Marketplace Partner Developer Support by emailing any questions or issues you have directly to partner_support@zendesk.com. A dedicated team will review and triage your tickets to ensure clear and accurate routing. If you use the existing Support web widget to get in touch, specify that you are a “Marketplace Partner” so your tickets are routed to the appropriate team.
Why is Zendesk making this change?
Zendesk recognizes the importance of specialized, efficient support to Marketplace partner developers. As integrations become more complex, developers need a dedicated channel that understands their unique challenges. This new support process and direct process ensures that developers receive timely help tailored specifically to their integration needs.
Types of issues handled by Marketplace Partner Developer Support:
- Problems or questions related to your integrations listed in the Marketplace
- Issues or bugs with Zendesk products that impact your integrations
How is this different from Marketplace Operations?
Marketplace Operations oversees the daily management of the App Marketplace and Marketplace portal. This includes tasks such as publishing and updating apps, themes, bots, and managing public listings and Stripe pricing plane, and coordinating communications with partner developers. Their scope covers:
- App submissions and update processes to the Zendesk Marketplace
- Handling requests related to Global OAuth client creation or modifications
- Managing sponsored account inquiries
- Addressing questions about app listing metrics and performances
- Managing access to the Marketplace portal (apps.zendesk.com)
Marketplace Operations does not provide troubleshooting or support pertaining to the Zendesk App Framework (ZAF) or API issues.
What do I need to do?
No action is required to benefit from this new support process.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.