Installing and managing an app

Installing, restricting and removing. Two checkboxes decide who sees the app, and for a Marketplace-billed app uninstalling is also the cancellation.

Installing, restricting and removing. Two checkboxes decide who sees the app, and for a Marketplace-billed app uninstalling is also the cancellation, which saves a call that many people make.

Install one

1. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
2. Find the app and install it, then fill in its settings.
3. Select Enable role restrictions, Enable group restrictions or both, and name the roles or groups that should have it.
4. Tell those agents it is there and what it does.
5. Try it on a real ticket rather than a test one.

Public and private are not on the same plans

Public apps, the ones in the Marketplace, work on every current plan. A private app, one uploaded to your own account rather than published, needs Suite Growth or above, or Support and Chat Professional or above. Worth knowing before somebody has an app built for you.

The two restriction checkboxes

Leave both deselected and every role and group can use the app. Select one or both and no other agents can reach it.

Do it every time. An app relevant to one team otherwise adds a panel to every agent's screen, and interface clutter is a real cost paid by people who never asked for it.

One consequence to expect: a restricted app is hidden from you too, unless you are in the group or role you named. So the reorder screen shows you your own view rather than everybody's, and the order somebody else gets is not something you can see from there.

What the options menu offers

The same menu holds Developer website and Rate and review, and for private apps Update and Download.

Removing one

For an app billed through the Marketplace, uninstalling is the cancellation: an admin can uninstall at any time, and any remaining cost is prorated. If you buy Zendesk through us, that credit runs through pluscloud rather than back to a card. For an app the developer invoices you directly, uninstalling does nothing to that contract, so cancel with them as well.

Uninstalling can also delete the app's configuration and settings, so if you might reinstall it, disable it instead. And look first at what depends on it: fields, tags or triggers the app created stay behind and are still referenced after it is gone.

Review the list once a year

Every installed app is a third party with access to your tickets. Removing what nobody uses is a security improvement as much as a tidy-up, and an app nobody was told about is one nobody uses.

See also

• Managing app permissions and who sees what
• Managing shared app shortcuts
• How do I cancel a Marketplace app subscription
• What to check before you install an app