Apps have been a core part of the Zendesk Support experience for many years. Built by partners, the Zendesk Apps Marketplace features over 500 public apps. This extensive collection helps our customers pull data from third-party services into Zendesk, integrate with other services, keep track of their agent productivity, and even share GIFs.
Today, we’re pleased to extend this functionality to Zendesk Chat. Chat Apps let you connect your favorite business tools and bring customer context and information straight into the Zendesk Chat agent dashboard.
Above, you can see an example of a co-browsing app that sits in the right pane of the chat panel.
As an agent serving multiple chats, it’s cumbersome to have to switch between multiple tools - for example, using a CRM tool for looking up customer information or a co-browsing app to share your screen. With the right Chat App you can pull information about a customer straight into the chat panel, giving you better context when serving customers. You no longer need to “context switch” and so you’ll be able to help customers much faster.
If you’re on Chat Team or above and any Support plan, head to the Apps Marketplace to try out one of our apps.
Our partners have worked with us over the past few months to offer a selection of apps for Chat customers:
ScreenMeet: Co-browsing made simple
Using ScreenMeet agents can initiate or request to initiate a co-browsing session with customers, straight from within Zendesk Chat. Co-browsing allows agents to view and diagnose a customer’s problem in real-time making it faster to resolve their issues.
The ScreenMeet app is free, but a subscription to their service costs
- $19/month ($199/year) per agent for the basic feature-set
Recursive: Advanced co-browsing for web and mobile
Recursive offers customers a cross-platform co-browsing and application video app to help businesses provide fast, quality support to customers from within Zendesk Chat. Agents can start a co-browsing session in one-click on their website or through the mobile SDK. Recursive also lets you record and replay past sessions to help educate your team about issues they might encounter.
The Recursive app is free, but the service subscription charges are as follows:
- Shared cloud (SMB): $50/month per agent
- Enterprise cloud: (25 concurrent agents) $3,000/month (billed annually)
- Enterprise cloud: (250 concurrent agents) $8,000/month (billed annually)
- Enterprise cloud: (500 concurrent agents) $12,000/month (billed annually)
DigitalGenius: Bring AI into Zendesk Chat
The DigitalGenius Zendesk Chat app frees up agent time once it is deployed and enables contact centers to focus more on added value services by automating the repetitive parts of the chat support workflow.
- Smart Search algorithm enables agents to search in the body of existing shortcuts.
- AI predicts shortcuts that would be appropriate responses for the customer
Tymeshift: Workforce management, exclusively for Zendesk
Tymeshift is a workforce management software designed exclusively for Zendesk. Tymeshift for Zendesk Chat is an app that automatically tracks all of your agent's activities within Zendesk Chat. This includes the time they spend on each chat along with the time they are not in a chat.
By capturing an accurate picture of your agents day, you’ll be in a better position for managing, reporting, scheduling, and forecasting.
The Tymeshift app is free, but a subscription costs $4-$20/per agent/per month depending on the plan selected. Full details are available at: tymeshift.com/pricing.
Please note: The Tymeshift for Zendesk Support app is required to use Tymeshift for Zendesk Chat.
ChargeDesk: Remarkable billing support
ChargeDesk helps companies manage customer payments inside Zendesk. Companies can refund charges, cancel subscriptions and much more. ChargeDesk supports Stripe, PayPal, Braintree, WePay, Recurly & Zuora and works automatically with most e-commerce setups.
The ChargeDesk app is free and pricing for the service starts at $29/mo for 1,000 monthly active customers and 3 active agents.
SugarCRM: The best add-ons and integrations for SugarCRM
SugarOutfitters is a marketplace for the best add-ons and integrations for SugarCRM, a top enterprise CRM system and SuiteCRM. Everything in the SugarOutfitters marketplace is tested, reviewed and guaranteed to work.
The app integration starts at $49/mo and includes a completely free 30-day trial.
Build your own custom app
Our Chat Private Apps framework lets you extend the functionality of Chat by building your own app. For example, you could build an app that that automatically adds information to a chat. Or, like Squarespace did, you can build an app that looks up customer information and then pulls it into the chat - giving your agent more context so they can help customers faster.
Squarespace were one of the first customers to build a private app using the new framework and they had this to say about Chat Private Apps:
“Using the Chat Apps framework, we built a simple app that surfaces relevant customer data within the Zendesk Chat interface. This additional information helps our support advisors diagnose problems quickly and more accurately. Building the app was relatively straightforward for our development team, and we were up and running within a few days.”
Support Tools Developer at Squarespace
If you’d like to get started building an app, check out our documentation.
To build your own custom app, you’ll need to be on at least Chat Professional or above with any Support plan.