This article is for you if you are responsible for the Zendesk set-up and need to decide which apps to install, how to configure them, and what to do when something does not work.
Public Apps vs. Private Apps
| Public Apps | Private Apps | |
|---|---|---|
| Source | Zendesk Marketplace | Developed in-house |
| Installation | Quick, a few clicks | Requires development |
| Customisation | Limited | Full control |
| Maintenance | The app developer's responsibility | Your responsibility |
| Best for | Standard needs | Unique flows, internal systems |
Security and data handling
The following applies in particular to Private Apps:
- Least privilege — API tokens are only granted the permissions the app actually needs
- OAuth 2.0 — use secure authentication for connections with external systems
- Encryption — data sent between Zendesk and the app must be encrypted in transit
- GDPR — design apps so that personal data is processed correctly and not stored unnecessarily
Implementation process
- Needs analysis — What are the agents missing? Where do errors and wasted time arise?
- Selection — Marketplace app or custom? Assess coverage, budget and time frame
- Test in a sandbox — Install and test with realistic scenarios before rolling out to production
- Pilot + training — Roll it out to a small group first, gather feedback, adjust
- Ongoing monitoring — Track load time and usage; unused apps are removed
Troubleshooting — the most common problems
The app does not load or is slow
Open the browser's developer console (F12 → Console) and look for error messages. Disable other apps one at a time to find conflicts. Check whether the problem is browser- or network-related.
Authentication error against an external system
The API key has probably expired, has the wrong permissions, or the credentials have been changed in the external system. Double-check the configuration in both Zendesk and the system the app connects to.
Incorrect or outdated data
Typically caused by changes in the external system's API, caching problems or errors in the app's logic. Contact the app developer (Public Apps) or your internal team (Private Apps).
Conflicts between apps
If a newly installed app causes problems with existing apps: disable the most recently installed one and see whether the problem disappears. Some apps write to the same fields or events in the Zendesk interface.
Need help? Available develops and maintains Private Apps and advises on integration with external systems. Contact us here.