Extending Zendesk with top apps

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Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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Marketplace apps enhance your support operations by customizing workflows,
automating tasks, and improving customer interactions. Discover apps
in the Marketplace, including options for time tracking, ticket management,
and advanced search. Before installation, review app details, ensure
compatibility with existing tools, and prepare your team for changes.
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<div class="body">
<p class="p">
Apps are custom-built applications that extend or enhance the functionality
of
your Zendesk interface. The Zendesk Suite provides a lot of functionality,
but not
everyone has the same requirements or uses Zendesk the same way.
</p>
<p class="p">
You might need something that better supports your workflows, provides
time-saving
automation, or enforces your processes. Ultimately, it’s about increasing
the efficiency
of your agents and customer satisfaction. For example, you might want
to:
</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_kg3_s3l_frb">
<li class="li">Track the time your agents spend on tickets.
</li>
<li class="li">
Display a user’s recent tickets in the sidebar.
</li>
<li class="li">
Create complex search queries on tickets, users, and organizations
using a simple
visual interface.
</li>
</ul>
<p class="p">
The Zendesk Marketplace offers a wide range of apps to extend
the
functionality of your suite. Even better, it might be possible to build
it yourself if
you can't find the one you want. You might only use one app or a combination
of apps
that will take your Zendesk instance to the next level.
</p>
<p class="p">You must be an administrator to install apps.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_lg3_s3l_frb">
<li class="li">
<a class="xref" href="#topic_b3f_bjl_frb">Defining apps and integrations</a>
</li>
<li class="li">
<a class="xref" href="#topic_zc3_gjl_frb">Discovering apps in the Zendesk Marketplace</a>
</li>
<li class="li">
<a class="xref" href="#topic_rsk_qjl_frb">Getting started with the most popular apps</a>
</li>
<li class="li">
<a class="xref" href="#topic_mmb_zkl_frb">Considerations before installing an app</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_mg3_s3l_frb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Using the Zendesk
Marketplace</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155972378" target="_blank">Managing your installed
apps</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_b3f_bjl_frb">
<h2 class="title topictitle2" id="ariaid-title2">Defining apps and integrations</h2>
<div class="body">
<p class="p">
Apps are custom-built applications that extend or enhance the functionality
of
Zendesk features. For example, the
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/35111/time-tracking" target="_blank">Time Tracking app</a>
integrates with your
ticketing system to help agents record the time they spend on a ticket.
</p>
<p class="p">
Apps differ from integrations, which link Zendesk to other applications,
enabling
them to share information and features. For example, with the Shopify
for Zendesk
integration, you can display customer and order details from Shopify
in Zendesk. An
integration can exist in Zendesk with its own user interface, or
it may just provide
a link between Zendesk and the other application. For more information,
see
<a class="xref" href="https://support.zendesk.com/knowledge/articles/4408832644122" target="_blank">Extending Zendesk with top
integrations</a>.
</p>
<p class="p">
Public apps are available on the Zendesk Marketplace for anyone to
use.
</p>
<p class="p">
Private apps have been built by your company and uploaded into Zendesk.
They are not
listed on the public Zendesk Marketplace and cannot be installed
and used by other
Zendesk customers. Private apps are available on Suite Growth and
above and Support and
Chat Professional and above.
</p>
<p class="p">
Your company might decide to build a private app if you have a specific
requirement
to modify or extend the agent interface or if you’d like to connect
an in-house
application and Zendesk. Private apps are not listed on the public
Zendesk
Marketplace and cannot be installed and used by other Zendesk customers.
Private
apps are available on Suite Growth and above and Support and Chat
Professional and
above.
</p>
<p class="p">
You can use the
<a class="xref" href="https://developer.zendesk.com/documentation/apps/app-developer-guide/using-the-apps-framework" target="_blank">Zendesk Apps framework</a>
(ZAF) to
build your own app. Alternatively, you can use a Zendesk
<a class="xref" href="https://www.zendesk.com/marketplace/partners/" target="_blank">partner</a>
to create your solution.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zc3_gjl_frb">
<h2 class="title topictitle2" id="ariaid-title3">Discovering apps in the Zendesk Marketplace</h2>
<div class="body">
<p class="p">
You get apps built by Zendesk and our partners from the Marketplace
at
<a class="xref" href="https://www.zendesk.com/apps/" target="_blank">zendesk.com/apps</a>.
You can also find a range of themes to apply to your
help center. For information about how to find and install apps,
see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Using the Zendesk Marketplace</a>.
</p>
<p class="p">
Many apps are available for free. Some apps have a cost (for example,
per agent or
per month), which is explained in the app listing. Paid apps usually
offer a free
trial period so you can see if the app is right for you before purchasing
it.
</p>
<p class="p">
Each Marketplace listing includes app information, screenshots, and
user reviews so
you can make sure an app is right for you.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rsk_qjl_frb">
<h2 class="title topictitle2" id="ariaid-title4">Getting started with the most popular apps</h2>
<div class="body">
<p class="p">
There are hundreds of apps from Zendesk and our partners in the Marketplace.
To help
get you started, the most popular apps are listed below.
</p>
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<td class="entry nocellnorowborder">
<strong class="ph b">App</strong>
</td>
<td class="entry cell-norowborder">
<strong class="ph b">More information</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder">
<p class="p">
<img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_iwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_time_tracking.png" width="74">
</p>
</td>
<td class="entry cell-norowborder">
<p class="p">
The
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/" target="_blank">Time Tracking</a>
app
automatically tracks the time spent on each of
your Zendesk
Support tickets. You can customize the app to
suit the
functionality your team needs and leverage Insights
to create
detailed reports of your time tracking data to
manage your
team’s performance, identify issues that take
the longest to
resolve or which customers have more complicated
issues.
</p>
<p class="p">
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822487450" target="_blank">Using the Time Tracking
app</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder">
<p class="p">
<img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_kwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_five_most_recent.png" width="74">
</p>
</td>
<td class="entry cell-norowborder">
<p class="p">
The
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/6848/five-most-recent/" target="_blank">Five Most Recent</a>
app
displays the five most recent tickets a requester
has submitted
giving you a more complete view of past support
requests.
</p>
<p class="p">
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881528730" target="_blank">Installing and Using the Five
Most Recent app</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder">
<p class="p">
<img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_lwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_advanced_search.png" width="74">
</p>
</td>
<td class="entry cell-norowborder">
<p class="p">
You can use the
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/198393/advanced-search/" target="_blank">Advanced Search</a>
app to
create complex search queries on tickets, users,
and
organizations via a simple visual interface.
You can also export
search results in CSV format.
</p>
<p class="p">
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830673306" target="_blank">Installing and using the
Advanced Search app</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder">
<p class="p">
<img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_mwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_select_address.png" width="74">
</p>
</td>
<td class="entry cell-norowborder">
<p class="p">
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/46799/select-an-address/" target="_blank">Select an Address</a>
lets
admins and agents change the default support
email address
associated with a ticket. You can personalize
outbound messages
or easily reroute inbound tickets to the appropriate
groups,
resulting in greater agent efficiency and a better
customer
experience.
</p>
<p class="p">
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830888730" target="_blank">Installing and using the
Select an Address app</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder">
<p class="p">
<img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_owp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_show_related_tickets.png" width="74">
</p>
</td>
<td class="entry cellrowborder">
The
<a class="xref" href="https://www.zendesk.com/marketplace/apps/support/5131/show-related-tickets/" target="_blank">Show Related Tickets</a>
app
analyzes your ticket subject, searches against all
other tickets,
and returns any tickets with matching terms. Your
agents can quickly
recognize and identify multiple incidents of the
same issue. All
incident tickets can be linked to a problem ticket,
letting your
agents tackle and resolve issues more efficiently.
</td>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mmb_zkl_frb">
<h2 class="title topictitle2" id="ariaid-title5">Considerations before installing an app</h2>
<div class="body">
<p class="p" dir="ltr">
Installing an app to your Zendesk instance may provide you with some
great
additional functionality, but there are a few things to do or consider
beforehand:
</p>
<ul class="ul" id="topic_mmb_zkl_frb__ul_h5c_1ll_frb">
<li class="li" dir="ltr">
<strong class="ph b">Thoroughly read the app information in the Marketplace listing.
</strong>
<p class="p">
Does it do everything you want it to do? Is there anything
it doesn’t
do that you need? Would a different app be a better solution
for your
needs?
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Read the installation instructions. </strong>
<p class="p">
Is there anything you
need to prepare before you install? Are there any other support
articles
available you can refer to?
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Ask for feedback or advise your agents what is about to
change.</strong>
<p class="p">
Are your users ready for the app? Do you need to tell them
how
to use the new app?
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Consider your existing apps.</strong>
<p class="p">
Have you already installed apps
to your Zendesk instance? Will a new app work with any apps
you’re already
using? Could there be any conflicts?
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Only admins can install apps.</strong>
<p class="p">
Do you have admin access to
your Zendesk instance to install or update apps?
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Ensure your Zendesk instance is configured adequately before you
add apps.</strong>
<p class="p">
Have you completed the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827906202--New-Planning-your-workflow" target="_blank">workflow planning</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836154266-Launch-guide-for-Zendesk-Support#h_28581946111542753890528" target="_blank">managing people</a>
tasks for your
account? Are your
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836154266#intro_security" target="_blank">security</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836154266#intro_user_settings" target="_blank">user settings</a>
configured?
</p>
</li>
</ul>
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