Ticket Merger

Zendesk Apps, Chosen Carefully

The marketplace has hundreds of apps. Your agent sidebar has room for about four. Past that, nobody's reading any of them.

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What Zendesk apps actually do

Most Zendesk apps add a panel to the agent interface, usually beside the ticket. It shows information from another system, or it lets the agent act on that system without switching tabs. That's the whole idea.

Some are built by the other vendor, some by partners, some by individuals. That difference matters more than the feature list. It's the best available predictor of whether the app still works next year.

The Zendesk apps worth having

Customer context. CRM or billing data in the sidebar, so the agent knows who they're talking to.
Order lookup. Essential for ecommerce. It removes a whole round trip per ticket.
Escalation. A Jira issue or a Slack thread, created without copy-paste.
Time tracking. For teams that bill for support, or that need to know where agent hours go.
Quality and workflow. Anything that removes a repeated manual step.

Vetting an app before you install it

Who publishes it, and when was it last updated? An app that hasn't been touched in two years will break on the next platform change.
What data does it read? Support queues hold sensitive information. An app that reads every ticket deserves a proper review before it goes anywhere near production.
Does it remove work or just show information? One app that removes a step beats three that only display things.
What happens when it fails? If it blocks the agent interface whenever its API is down, that's a support outage with extra steps.
FAQ

Frequently asked questions

Are Zendesk marketplace apps free?

Many are. Others are paid, and some that look free won't do much without 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 don't read 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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