Announcing a new custom role permission to manage Zendesk Support apps

Announced on | Rollout starts | Rollout ends
July 22, 2026 | July 22, 2026 | July 31, 2026

Zendesk is introducing a new custom role permission that allows Enterprise plan admins to delegate Support app management to specific team members without granting full admin access. The "Manage Zendesk Support apps" permission enables organizations to assign app installation and configuration responsibilities to custom roles, supporting both operational efficiency and security best practices.

This permission gives designated users full access to the Zendesk Support apps page at Admin Center > Apps and integrations > Apps > Zendesk Support apps, including the ability to install, edit, upload, and delete apps.

This announcement includes the following sections:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Admins on Enterprise plans will see a new permission option called "Manage Zendesk Support apps" when creating or editing custom roles. This permission appears under the Channels section on the custom role configuration page.

When enabled on a custom role, team members assigned to that role gain access to:

Zendesk Support apps page: Full visibility and access to /admin/apps-integrations/apps/support-apps

App marketplace: Browse and install apps from the Zendesk Marketplace

Private app management: Upload and configure private apps

App configuration: Edit app settings, reorder apps, enable/disable apps, and use filtering options

App removal: Uninstall apps when no longer needed

Users with this permission will see "Zendesk Support apps" appear in their Admin Center navigation, giving them direct access to app management capabilities without requiring full admin privileges.

This permission does not include access to App Builder or channel integrations, which remain separate capabilities.

Why is Zendesk making this change?

Previously, organizations were forced to choose between operational efficiency and security when managing Zendesk Support apps. Granting developers or technical team members the ability to manage apps required full admin access, which violated the principle of least privilege and created unnecessary security risk.

This gap blocked customers from implementing proper role-based access control for their technical teams. Organizations needed a way to delegate app management responsibilities to developers, integration specialists, or support operations teams without exposing sensitive admin capabilities like billing, user management, or account-level security settings.

The new granular permission allows Enterprise customers to achieve both security and efficiency by limiting access to only what team members need to perform their app management duties.

What do I need to do?

This permission will be automatically available on all Enterprise plans once rollout is complete. However, action is required to enable it for your custom roles.

The Manage Zendesk Support apps permission is disabled by default on all custom roles (both new and existing). Admins and billing admins retain full access to Support app management, and this cannot be modified.

To enable this permission for specific custom roles, edit the custom role and select the Manage Zendesk Support apps permission. Team members assigned to that custom role will immediately gain access to the Zendesk Support apps page and all related app management capabilities.

We recommend reviewing your organization's current access patterns and enabling this permission on custom roles where app management responsibilities are needed, particularly for developers, technical operations teams, or integration specialists.

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.