Plan requirement
| Subscription | Any plan |
| Access | Admin |
Where apps and integrations come from. Some are Zendesk's, most are not, and that distinction matters.
What is in it
- Apps that add to the agent interface, usually a panel beside the ticket.
- Integrations connecting Zendesk to another system.
- Themes for the help centre.
Who built it matters
Apps published by Zendesk are maintained by Zendesk. Everything else is built by another company, and that company decides whether it keeps working after the next platform change.
Check the publisher before installing, because the two carry very different long-term risk.
Free is not the same as free of cost
Many apps are free to install and charge separately, directly with the developer. That charge continues after you uninstall unless you also cancel it.
An app is a third party with access
Installing one grants software written by another company access to your tickets, and therefore to what your customers wrote. That is a supplier decision rather than a feature toggle.
It is also outside the platform's own compliance certifications, which matters on a regulated account.
Start with the free Zendesk apps
Zendesk publishes a set covering common needs: searching, cloning, linking, out of office. They are maintained, they cost nothing, and they solve a surprising share of what people go to the Marketplace for.
Review what you have installed
Annually. Most accounts carry one or two apps installed for a trial and never removed, each still holding access.
Comments
0 comments
Article is closed for comments.