Zendesk Apps, Chosen Carefully
The marketplace has hundreds of apps. Your agent sidebar has room for about four before people stop reading any of them.
What apps actually do
Most Zendesk apps add a panel to the agent interface, usually beside the ticket, showing information from another system or letting the agent act on it without switching tabs.
Some are built by the other vendor, some by partners, some by individuals. That difference matters more than the feature list, because it predicts whether the app still works next year.
The categories worth having
Vetting an app before you install it
Frequently asked questions
Are Zendesk marketplace apps free?+
Many are, some are paid, and some are free but require a paid account on the other vendor side.
How many apps should we run?+
As few as remove real work. Past four or five sidebar panels agents stop reading any of them.
The integration with no sidebar
Ticket Merger works on the queue rather than the open ticket, so it adds no panel and removes tickets instead of showing information.
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