Since there is no way currently to change this, zendesk support suggested I place a product feedback here. What I would like the app to do is not only show up when a ticket is opened but also from the user profile window as shown in the attached screenshot. The main reason for this is so that when our phone system connects to zendesk, we dont want it to create a ticket since not all calls are ticket worthy but instead we want the agent to see all ticket history then from here, if they could then click Apps and see the salesforce profile of the client, then they wouldn't have to go directly into salesforce to see this clients Rep Code, or Address, or other information for that rep.
Below is a copy of the zendesk response I received --
I've been looking into your support request, in addition to the Zendesk for Salesforce integration functionality, and unfortunately it does not appear that it is possible to have the Salesforce app appear in a user profile.
Based off our documentation, it seems that this integration is solely for viewing Salesforce data alongside Zendesk tickets, viewing Zendesk tickets in Salesforce contacts/accounts, and some other synchronization based features. There is no indication that the app can be used or leveraged a user profile in Zendesk Support.
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