Managing your installed apps

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<p id="docs-hc-snippet" style="display: none;">Apps are available for Support and Chat. You can make changes to your installed apps on the My Apps page inSupportandChat. Any updates you make to apps appear for all agents.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can manage installed apps by changing their order and location, updating settings, restricting access by groups or roles, disabling or uninstalling apps, and activating app shortcuts. You can also rate public apps, contact developers, and manage private apps by uploading, updating, or downloading them. These controls help tailor app use to your team's needs and maintain efficient workflows across support and chat environments.</p>
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<div class="body">

<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Public apps are available on all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893293466" target="_blank">current plans</a>. Private
apps are available on Suite Growth and above and Support and Chat
Professional and above.</div>
</div>
<p class="p">Apps are available for Support and Chat. You can make changes to your installed
apps on the My Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>. Any updates you make to
apps appear for all agents.</p>
<p class="p">Installed apps might include <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">public apps</a> from the Zendesk
Marketplace and <a class="xref" href="#topic_x3y_r22_r5">private
apps</a> built by your company. </p>
<p class="p">You must be an admin to update your installed Chat apps. On Enterprise plans,
admins or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles</a> with
permission can manage your installed Support apps.</p>
<div class="p">Topics covered in this article include:<ul class="ul" id="topic-1__ul_xhk_5w4_ym">
<li class="li"><a class="xref" href="#topic_tc5_qn4_ym">Managing app
location and order</a></li>
<li class="li"><a class="xref" href="#topic_kly_zt4_ym">Changing app
settings</a></li>
<li class="li"><a class="xref" href="#topic_xyf_wmw_qfb">Restricting app access</a></li>
<li class="li"><a class="xref" href="#topic_vk5_pn4_ym">Disabling your
apps</a></li>
<li class="li"><a class="xref" href="#topic_2kj_1t4_ym">Uninstalling an
app</a></li>
<li class="li"><a class="xref" href="#topic_nc4_t2c_4yb">Activating and deactivating app shortcuts</a></li>
<li class="li"><a class="xref" href="#topic_qpm_3gs_4fc">Rating and reviewing a public app</a></li>
<li class="li"><a class="xref" href="#topic_fgd_rmw_45">Contacting an app's
developer</a></li>
<li class="li"><a class="xref" href="#topic_x3y_r22_r5">Managing private
apps</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tc5_qn4_ym">
<h2 class="title topictitle2" id="ariaid-title2">Managing app location and order</h2>
<div class="body">
<p class="p">App placement is determined by the app's developer. When you install apps
in your account, they can appear in several different locations.</p>
<div class="p">
<ul class="ul" id="topic_tc5_qn4_ym__ul_nmz_m3d_r5">
<li class="li">
<strong class="ph b">Top navigation</strong>: The top of the Zendesk Support
screen.</li>
<li class="li">
<strong class="ph b">Main navigation</strong>: The left side of the Zendesk
Support screen.</li>
<li class="li">
<strong class="ph b">Ticket</strong>: In the body of an existing ticket, when
the Apps panel is open.</li>
<li class="li">
<strong class="ph b">New ticket</strong>: In the body of a new ticket, when the
Apps panel is open.</li>
<li class="li">
<strong class="ph b">User profile</strong>: On the profile page of a selected
user, when the Apps panel is open.</li>
<li class="li">
<strong class="ph b">Organization profile</strong>: On the profile page of a
selected organization, when the Apps panel is
open.</li>
</ul>
</div>
<p class="p">You can update the order in which the apps appear within each
location.</p>
<p class="p"><strong class="ph b">To see the apps in a location</strong></p>
<div class="p">
<ol class="ol" id="topic_tc5_qn4_ym__ol_emm_pjd_r5">
<li class="li">Depending on which apps you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Click <strong class="ph b">Reorder apps</strong>.<p class="p">The Reorder apps page
appears.</p>
<img class="image img-screenshot" id="topic_tc5_qn4_ym__image_h4z_wnd_r5" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reorder_apps_page2.png" width="850">
</li>
<li class="li">Click any of the items under Location to see which apps
are there. The available locations depend on where
you currently have apps in Zendesk Support. You can
select only locations where you have apps.</li>
</ol>
</div>
<p class="p">From here, you can change the order of your apps. </p>
<p class="p"><strong class="ph b">To reorder your apps in a location</strong></p>
<div class="p">
<ol class="ol">
<li class="li">Depending on which apps you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Click <strong class="ph b">Reorder apps</strong>.</li>
<li class="li">Click the location where you want to change the app
order.</li>
<li class="li">Drag and drop an app into a new position.<p class="p">The new
order is automatically saved after you move the
app.</p>
</li>
<li class="li">Repeat to reposition the other apps in the list.</li>
</ol>
Some apps appear in multiple locations. Reordering apps in one
location does not update their position in another. For example, you
can set a different order for apps on ticket pages than new ticket
pages. Perhaps you want the Linked Ticket app at the top of the apps
list for new tickets, but it's not as important for existing
tickets, so you can place it near the bottom of the apps list for
existing tickets.</div>
<p class="p">If you reorder apps with group or role restrictions, they will show only
if you are a part of that group or
role.</p>
<p class="p">If you're working with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">contextual workspaces</a>,
the app order you set on the contextual workspace <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906#topic_e3m_l5n_wcb" target="_blank">Apps tab</a> takes
priority over the order you set for tickets on the My Apps page. If
the ordering you set on the My Apps page doesn't work as expected,
check to see if there's a contextual workspace associated with the
ticket form.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kly_zt4_ym">
<h2 class="title topictitle2" id="ariaid-title3">Changing app settings</h2>
<div class="body">
<p class="p">You can change the settings for an app, including the title.</p>
<div class="p">
<strong class="ph b">To change app settings</strong><ol class="ol" id="topic_kly_zt4_ym__ol_bks_f54_ym">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app for which you want to change
settings, then select <strong class="ph b">Change settings</strong> from
the drop-down menu. </li>
<li class="li">Click <strong class="ph b">Update</strong> at the bottom of the page.<p class="p">Your
changes are saved.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xyf_wmw_qfb">
<h2 class="title topictitle2" id="ariaid-title4">Restricting app access</h2>
<div class="body">
<p class="p">You can restrict access to an app so only agents in the groups or roles
you list can access it.</p>
<p class="p"><strong class="ph b">To restrict access to an app</strong></p>
<ol class="ol" id="topic_xyf_wmw_qfb__ol_dcq_dnw_qfb">
<li class="li">Depending on which app you're working with, open the My Apps
page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app for which you want to change settings, then
select <strong class="ph b">Change settings</strong> from the drop-down menu. </li>
<li class="li">Select <strong class="ph b">Enable role restrictions</strong>, <strong class="ph b">Enable group
restrictions</strong>, or both, and then enter the names
of the groups or roles you want to access the app. <p class="p">No
other agents will be able to access the
app.</p>
</li>
<li class="li">Click <strong class="ph b">Update</strong> at the bottom of the page.<p class="p">Your changes
are saved.</p>
</li>
</ol>
<div class="note">
<span class="notetitle">Note:</span> When you set up app access, admins and billing admins are treated as
two separate roles. Specify both roles to allow them access.
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vk5_pn4_ym">
<h2 class="title topictitle2" id="ariaid-title5">Disabling your apps</h2>
<div class="body">
<p class="p">You can disable apps installed in Zendesk at any time. When you enable or
disable an app, it's enabled or disabled for all agents in your
Zendesk.</p>
<p class="p">If you want to remove an app permanently, you can uninstall it
instead.</p>
<div class="p">
<strong class="ph b">To disable an app</strong><ol class="ol" id="topic_vk5_pn4_ym__ol_kc4_bwy_fcc">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">In the Enabled apps section, hover over the app you want
to disable, then click the <strong class="ph b">Enabled</strong> toggle
from the drop-down menu. </li>
</ol>
</div>
<p class="p">The disabled app appears in the Disabled apps section of the My Apps page
and can be re-enabled.</p>
<div class="p">
<strong class="ph b">To enable a disabled app</strong><ol class="ol" id="topic_vk5_pn4_ym__ol_m3d_3wy_fcc">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">In the Disabled apps section, hover over the app you
want to enable, then click the <strong class="ph b">Disabled</strong>
toggle from the drop-down menu. </li>
</ol>
</div>
<p class="p">The enabled app appears in the Enabled apps section of the page.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_2kj_1t4_ym">
<h2 class="title topictitle2" id="ariaid-title6">Uninstalling an app</h2>
<div class="body">
<p class="p">You can uninstall an app that you no longer need. Uninstalling an app
removes it from Zendesk for all agents.</p>
<p class="p">If you want to remove an app temporarily, you can disable it, then enable
it when you're ready to use it again. You can uninstall both enabled
and disabled apps.</p>
<p class="p"><strong class="ph b">To uninstall an app</strong></p>
<div class="p">
<ol class="ol" id="topic_2kj_1t4_ym__ol_a4v_rsy_35">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app you want to uninstall, then click
<strong class="ph b">Uninstall</strong> from the drop-down menu. </li>
<li class="li">In the Uninstall App window, click
<strong class="ph b">Uninstall</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_nc4_t2c_4yb">
<h2 class="title topictitle2" id="ariaid-title7">Activating and deactivating app shortcuts</h2>
<div class="body">
<p class="p">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866142556954" target="_blank">app shortcuts</a> have
been activated by an admin, agents can create shortcuts for apps
available to them in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent
Workspace</a>. App shortcuts allow agents to quickly
access the apps they use the most. App shortcuts are activated by
default. </p>
<p class="p"><strong class="ph b">To activate or deactivate app shortcuts</strong></p>
<ol class="ol" id="topic_nc4_t2c_4yb__ol_kpj_bfc_4yb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Apps &gt; Zendesk Support
apps</strong>.</span><p class="p">A list of your installed apps appears.</p>
</li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab. <p class="p"><img class="image img-screenshot" id="topic_nc4_t2c_4yb__image_bch_qfc_4yb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/app_shortcuts_setting2.png" width="500"></p>
</li>
<li class="li">To activate app shortcuts, make sure <strong class="ph b">Pin apps to context
panel</strong> is selected. To deactivate app shortcuts,
deselect the setting. </li>
<li class="li">
<strong class="ph b">Save</strong> your changes.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_qpm_3gs_4fc">
<h2 class="title topictitle2" id="ariaid-title8">Rating and reviewing a public app</h2>
<div class="body">
<p class="p">You can submit ratings and reviews of public apps directly from Admin
Center.</p>
<div class="p">
<strong class="ph b">To rate and review a public app</strong><ol class="ol" id="topic_qpm_3gs_4fc__ol_bdn_qgs_4fc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Apps &gt; Zendesk Support
apps</strong>.</span></li>
<li class="li">In the Currently Installed tab, hover over the public
app you want to review, then click <strong class="ph b">Rate and
review</strong> from the drop-down menu.<p class="p"><img class="image" id="topic_qpm_3gs_4fc__image_qx1_dhs_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/apps_rate_review.png" width="200"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_fgd_rmw_45">
<h2 class="title topictitle2" id="ariaid-title9">Contacting an app's developer</h2>
<div class="body">
<p class="p">As apps are tweaked and improved, updates may become available. Apps are
updated to their latest versions automatically. If you have a
question about an app, you can contact the app developer
directly.</p>
<div class="p">
<strong class="ph b">To view an app developer's website</strong><ol class="ol" id="topic_fgd_rmw_45__ol_gxs_ywy_fcc">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app, then click <strong class="ph b">Developer website</strong>
from the drop-down menu. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_x3y_r22_r5">
<h2 class="title topictitle2" id="ariaid-title10">Managing private apps</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> Private apps are available on Suite Growth and above and Support and
Chat Professional and above.</div>
<p class="p">Private apps are apps that have been built by your company and uploaded
to Support. They are not listed on the public <a class="xref" href="https://www.zendesk.com/apps/" target="_blank">Zendesk Marketplace</a> and cannot be installed and used
by other Zendesk customers.</p>
<p class="p">If you want to submit a public app or learn more about how to build your
own private app, see our <a class="xref" href="https://developer.zendesk.com/apps" target="_blank">Developer documentation</a>.</p>
<p class="p"><strong class="ph b">To upload and install a private app</strong></p>
<p class="p">Private apps must be uploaded as a ZIP file. The maximum file size is 2
MB. </p>
<div class="p">
<ol class="ol" id="topic_x3y_r22_r5__ol_fhz_v4t_s5">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Click <strong class="ph b">Upload private app</strong>.</li>
<li class="li">Give your app a name.</li>
<li class="li">Click <strong class="ph b">Choose File</strong> to browse for the ZIP file for
the app.</li>
<li class="li">Click <strong class="ph b">Upload</strong>.</li>
<li class="li">On the install screen, follow the instructions to
install the app.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To update a private app</strong></p>
<div class="p">
<ol class="ol" id="topic_x3y_r22_r5__ol_ajb_lpt_s5">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app, then click <strong class="ph b">Update</strong> from the
drop-down menu.</li>
<li class="li">Upload your updated ZIP file.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To download a private app</strong></p>
<div class="p">
<ol class="ol" id="topic_x3y_r22_r5__ol_t23_4rt_s5">
<li class="li">Depending on which app you're working with, open the My
Apps page in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155946906" target="_blank">Support</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888625690" target="_blank">Chat</a>.</li>
<li class="li">Hover over the app, then click <strong class="ph b">Download</strong> from the
drop-down menu.</li>
<li class="li">Download the ZIP file containing all the assets for your
app.</li>
</ol>
</div>
</div>
</div>
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