Plan requirement
| Subscription | Any plan |
| Access | Admin |
Start from the problem, not from the app list. Five common problems and what actually solves each.
"Agents keep switching systems"
A display integration: CRM, shop or billing details beside the ticket. This is the highest-value category and the easiest to justify, because the time saved is visible immediately.
"Bugs get lost between support and development"
A Jira connection, plus an agreed process for who creates issues and what happens to them. The process matters more than the integration.
"Nobody knows when something urgent arrives"
Usually not an integration. A view, a trigger and an agreed rhythm solve it without a supplier, and they keep working.
Chat notifications help only for genuine exceptions, and only if somebody watches the channel.
"We need data in another system"
A webhook, or the API. An app is the wrong tool for moving data; apps add interface, and this problem has no interface.
"Our process needs something Zendesk does not do"
Check the built-in features first. A surprising share of app installations replace a view, a macro, a trigger or a custom field.
Those cost nothing, involve no supplier and never get abandoned.
The order to consider
- Can configuration do it?
- Can a webhook do it?
- Is there a Zendesk-published app?
- Is there a third-party app worth the supplier relationship?
- Does something need building?
Ask what happens when it breaks
Every integration is a dependency. Knowing whether a failure is an inconvenience or an outage tells you how much diligence it deserves.
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