Announcing the discontinuation of select Built-by-Zendesk apps

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>End of support on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Removal on</strong></td>
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<td style="height: 22px; width: 33.3333%;">April 7, 2026</td>
<td>June 30, 2026</td>
<td style="height: 22px; width: 33.3333%;"><span style="color: #000000;">October 21, 2026</span></td>
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</tbody></table></figure><p><span style="font-weight: 400;">Zendesk will be discontinuing select Built-by-Zendesk apps due to their capabilities being incorporated into the Zendesk Agent Workspace and their low usage. We recommend removing these apps, as they won't function after October 21, 2026.</span></p><p><span style="font-weight: 400;">This announcement includes the following topics: </span></p><ul>
<li data-list-item-id="eb0493af0fbc71fcc15c32ad464b34c0e"><a href="#h_01GD3S97RDYVTAFTQ8WR9878VF" target="_self"><span style="font-weight: 400;">What is changing?</span></a></li>
<li data-list-item-id="ef15649d2a7ba913f6bace7b4045f699d"><a href="#h_01GD3S9GD63FPDGQSEFY88M3ND" target="_self"><span style="font-weight: 400;">Why is Zendesk making this change?</span></a></li>
<li data-list-item-id="e42b02fa867289b57d8009134943aa9dc"><a href="#h_01GD3S9TSPXM7M4WHYKYF4E84M" target="_self"><span style="font-weight: 400;">What do I need to do?</span></a></li>
</ul><h2 id="h_01GD3S97RDYVTAFTQ8WR9878VF"><span style="font-weight: 400;">What is changing?</span></h2><p>On April 07, 2026, the apps listed in the table below will no longer be available for download from the Zendesk Marketplace and will stop functioning on October 21, 2026. </p><p>Zendesk recommends removing them from your account <a href="https://support.zendesk.com/hc/en-us/articles/4409155972378#topic_2kj_1t4_ym" target="_blank" rel="noopener noreferrer">using these instructions</a>, as support for these apps ends on June 30, 2026. You can access the same features and functionality in Zendesk Support using the replacement features listed below.</p><figure class="wysiwyg-table wysiwyg-table-align-left" style="width: 100%;"><table class="wysiwyg-table-resized">
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<td><strong>If you have this app</strong></td>
<td><strong>Use this instead</strong></td>
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<td>Print Ticket History</td>
<td>Use the <a href="https://support.zendesk.com/hc/en-us/articles/4408836523930" target="_blank" rel="noopener noreferrer">print ticket option</a> in the Zendesk Agent Workspace along with the <a href="https://developer.zendesk.com/documentation/api-basics/working-with-data/using-the-incremental-export-api/#exporting-tickets" target="_blank" rel="noopener noreferrer">Incremental exports API </a>to export data and create a PDF. The Agent Workspace doesn't currently support bulk printing operations.</td>
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<td>Project Management</td>
<td>
<a href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank" rel="noopener noreferrer">Side conversations</a> provides the same functionality as this app.</td>
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<td>Sidebar Search</td>
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<p>Sidebar Search is a mini version of <a href="https://support.zendesk.com/hc/en-us/articles/4408894221594" target="_blank" rel="noopener noreferrer">global search</a>, offering full parity. </p>
<p>The <a href="https://www.zendesk.com/marketplace/apps/support/198393/advanced-search/" target="_blank" rel="noopener noreferrer">Advanced Search</a> app operates like Sidebar Search but enhances the experience by incorporating additional Zendesk search operators into the user interface and enabling the export of search results.</p>
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<td>Assignment Control</td>
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<p>Blocking the visibility of specific users and groups as assignees can be done by <a href="https://support.zendesk.com/hc/en-us/articles/4988173561370" target="_blank" rel="noopener noreferrer">creating private ticket groups</a> and defining precise role restrictions for users.</p>
<p>To limit assignment options, customers can also remove agents from older or system groups so those groups no longer appear as assignable options for them. Agents will still be able to access historical tickets through views or reports, and customers can <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank" rel="noopener noreferrer">create views</a> as needed to support access to older tickets. </p>
<p>See our <a href="https://community.zendesk.com/platform-18/recipe-assignment-control-app-for-app-builder-21413" target="_blank" rel="noopener noreferrer">recipe</a> for using App Builder to create an Assignment Control app.</p>
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<td>iFrame</td>
<td>The functionality in this app can be built using <a href="https://support.zendesk.com/hc/en-us/articles/9034700691866" target="_blank" rel="noopener noreferrer">App Builder</a>.</td>
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<td>Attachment Manager</td>
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<p>Native Zendesk <a href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank" rel="noopener noreferrer">attachment functionality</a> fully matches the capabilities of attachments in the app composer, including ticket settings options for redaction. Zendesk includes <a href="https://support.zendesk.com/hc/en-us/articles/4408832757146#topic_r1p_2k5_pfc" target="_blank" rel="noopener noreferrer">configuration options for supported file types</a>, unlike the restrictions and finder that can be imposed through the app.</p>
<p>See our <a href="https://community.zendesk.com/platform-18/recipe-attachment-manager-app-for-app-builder-21450" target="_blank" rel="noopener noreferrer">recipe</a> for using App Builder to create an Attachment Manager app.</p>
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<td>Proactive Tickets</td>
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<p>Currently, Zendesk doesn't include native bulk-ticketing or communication tools. </p>
<p>You can use <a href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-many-tickets" target="_blank" rel="noopener noreferrer">Zendesk's external APIs</a> to create tickets in bulk, or build a custom app with <a href="https://support.zendesk.com/hc/en-us/articles/9034700691866" target="_blank" rel="noopener noreferrer">App Builder</a> that calls the existing bulk-create tickets API endpoint.</p>
<p>See our <a href="https://community.zendesk.com/platform-18/recipe-proactive-tickets-app-for-app-builder-21421" target="_blank" rel="noopener noreferrer">recipe</a> for using App Builder to create a Proactive Tickets app.</p>
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</table></figure><h2 id="h_01GD3S9GD63FPDGQSEFY88M3ND"><span style="font-weight: 400;">Why is Zendesk making this change?</span></h2><p>Zendesk is consolidating these capabilities because they’re now available through native product functionality. In some cases, customers may need to upgrade their plan or use App Builder to recreate these apps with deeper, needs-specific customization.</p><h2 id="h_01GD3S9TSPXM7M4WHYKYF4E84M"><span style="font-weight: 400;">What do I need to do?</span></h2><p>If you have any of these apps installed, you'll be notified by email and asked to uninstall them because they will cease functioning on October 21, 2026. Use the table above to access a replacement for the app you’re using.</p><p>If you have feedback or questions related to this announcement or if you need general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.</p>