How to Use Zendesk Apps to Extend Functionality

How to Use Zendesk Apps to Extend Functionality

Introduction / Problem statement
Out of the box, Zendesk covers many needs — but sometimes you want integrations (CRM, chatbots, analytics). The Zendesk Apps framework enables extending your support workflow. This article guides you through installing and creating simple apps.

Steps / Use and Build

1. Browse/install existing apps

   • Go to Admin → Apps → Marketplace

   • Search by name or category, click Install, configure any credentials

2. Configure app settings and permissions

   • Each app may require API keys, scopes, or OAuth

   • Assign app to certain agents or groups as relevant

3. Build a simple custom app

   • Use Zendesk Apps framework (Zendesk Apps Framework, ZAF)

   • Your app is HTML + JS + CSS with manifest file

   • Use ZAF client to read/write ticket fields, user data, etc

4. Deploy and maintain the app

   • Test in sandbox or staging

   • Update manifest and logic when Zendesk APIs or UI change

   • Monitor app logs and errors

Best practices / reminders

• Prefer apps over embedding scripts in Help Center pages (apps are better integrated).

• Limit app permissions to minimum required scopes.

• Document app behavior and provide fallback if the app fails (so agents can still work).