Managing your installed apps




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Support

Team, Professional, or Enterprise






Verified AI summary ◀▼
Admins can manage installed apps by adjusting their location, order, and settings, restricting access, and enabling or disabling them. You can also uninstall apps, activate shortcuts, and rate or review public apps. For private apps, you can upload, update, or download them. These actions help customize your workspace and streamline your workflow.




Public apps are available on all current plans. Private
apps are available on Suite Growth and above and Support and Chat
Professional and above.

Apps are available for Support and Chat. You can make changes to your installed
apps on the My Apps page in Support and Chat. Any updates you make to
apps appear for all agents.
Installed apps might include public apps from the Zendesk
Marketplace and private
apps built by your company.
You must be an administrator to update your installed apps.
Topics covered in this article include:
Managing app
location and order
Changing app
settings
Restricting app access
Disabling your
apps
Uninstalling an
app
Activating and deactivating app shortcuts
Rating and reviewing a public app
Contacting an app's
developer
Managing private
apps




Managing app location and order

App placement is determined by the app's developer. When you install apps
in your account, they can appear in several different locations.



Top navigation: The top of the Zendesk Support
screen.

Main navigation: The left side of the Zendesk
Support screen.

Ticket: In the body of an existing ticket, when
the Apps panel is open.

New ticket: In the body of a new ticket, when the
Apps panel is open.

User profile: On the profile page of a selected
user, when the Apps panel is open.

Organization profile: On the profile page of a
selected organization, when the Apps panel is
open.


You can update the order in which the apps appear within each
location.
To see the apps in a location


Depending on which apps you're working with, open the My
Apps page in Support or
Chat.
Click Reorder apps. The Reorder apps page
appears.


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.


From here, you can change the order of your apps.
To reorder your apps in a location


Depending on which apps you're working with, open the My
Apps page in Support or
Chat.
Click Reorder apps.
Click the location where you want to change the app
order.
Drag and drop an app into a new position. The new
order is automatically saved after you move the
app.

Repeat to reposition the other apps in the list.

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.
If you reorder apps with group or role restrictions, they will show only
if you are a part of that group or
role.
If you're working with contextual workspaces,
the app order you set on the contextual workspace Apps tab 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.



Changing app settings

You can change the settings for an app, including the title.

To change app settings
Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Hover over the app for which you want to change
settings, then select Change settings from
the drop-down menu.
Click Update at the bottom of the page. Your
changes are saved.






Restricting app access

You can restrict access to an app so only agents in the groups or roles
you list can access it.
To restrict access to an app

Depending on which app you're working with, open the My Apps
page in Support or
Chat.
Hover over the app for which you want to change settings, then
select Change settings from the drop-down menu.
Select Enable role restrictions, Enable group
restrictions, or both, and then enter the names
of the groups or roles you want to access the app. No
other agents will be able to access the
app.

Click Update at the bottom of the page. Your changes
are saved.



Note: When you set up app access, admins and billing admins are treated as
two separate roles. Specify both roles to allow them access.




Disabling your apps

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.
If you want to remove an app permanently, you can uninstall it
instead.

To disable an app
Depending on which app you're working with, open the My
Apps page in Support or
Chat.
In the Enabled apps section, hover over the app you want
to disable, then click the Enabled toggle
from the drop-down menu.


The disabled app appears in the Disabled apps section of the My Apps page
and can be re-enabled.

To enable a disabled app
Depending on which app you're working with, open the My
Apps page in Support or
Chat.
In the Disabled apps section, hover over the app you
want to enable, then click the Disabled
toggle from the drop-down menu.


The enabled app appears in the Enabled apps section of the page.



Uninstalling an app

You can uninstall an app that you no longer need. Uninstalling an app
removes it from Zendesk for all agents.
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.
To uninstall an app


Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Hover over the app you want to uninstall, then click
Uninstall from the drop-down menu.
In the Uninstall App window, click
Uninstall.





Activating and deactivating app shortcuts

If app shortcuts have
been activated by an admin, agents can create shortcuts for apps
available to them in the Zendesk Agent
Workspace. App shortcuts allow agents to quickly
access the apps they use the most. App shortcuts are activated by
default.
To activate or deactivate app shortcuts


In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Zendesk Support
apps. A list of your installed apps appears.

Click the Settings tab.

To activate app shortcuts, make sure Pin apps to context
panel is selected. To deactivate app shortcuts,
deselect the setting.

Save your changes.




Rating and reviewing a public app

You can submit ratings and reviews of public apps directly from Admin
Center.

To rate and review a public app
In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Zendesk Support
apps.
In the Currently Installed tab, hover over the public
app you want to review, then click Rate and
review from the drop-down menu.






Contacting an app's developer

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.

To view an app developer's website
Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Hover over the app, then click Developer website
from the drop-down menu.





Managing private apps


Note: Private apps are available on Suite Growth and above and Support and
Chat Professional and above.
Private apps are apps that have been built by your company and uploaded
to Support. They are not listed on the public Zendesk Marketplace and cannot be installed and used
by other Zendesk customers.
If you want to submit a public app or learn more about how to build your
own private app, see our Developer documentation.
To upload and install a private app
Private apps must be uploaded as a ZIP file. The maximum file size is 2
MB.


Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Click Upload private app.
Give your app a name.
Click Choose File to browse for the ZIP file for
the app.
Click Upload.
On the install screen, follow the instructions to
install the app.


To update a private app


Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Hover over the app, then click Update from the
drop-down menu.
Upload your updated ZIP file.


To download a private app


Depending on which app you're working with, open the My
Apps page in Support or
Chat.
Hover over the app, then click Download from the
drop-down menu.
Download the ZIP file containing all the assets for your
app.





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