- Which side of the ticket does each app work on?
- Ten Zendesk apps at a glance
- Stage one: apps that feed tickets in
- Stage two: apps that help agents while they answer
- Stage three: apps that measure the reply
- Stage four: apps that hand the ticket on
- The ten apps, in no particular order
- An admin checklist before you install
- Plain advice for a support lead
- Frequently asked questions
The right Zendesk apps depend on which part of the ticket you're trying to fix. Some create tickets from feedback, some help agents while they answer, some measure the reply afterwards and some pass the ticket to another team. Pick the stage first, then check each connection is native rather than routed through middleware.
Your Zendesk account handles the ticket itself well enough. The trouble starts around it: bug reports that arrive as vague emails, agents hunting for answers in five tabs, satisfaction surveys nobody fills in and escalations that vanish into an engineering backlog.
That's where add-on apps earn their place, but only if you know which gap you're filling. So rather than sorting by feature category, I've grouped ten apps by where they touch a ticket. They're listed in no particular order, and none is crowned, because the right set depends on where your own queue leaks.
Which side of the ticket does each app work on?
Not every Zendesk integration works on the same side of the ticket. Some feed tickets in, turning website feedback or bug reports into new conversations. Some sit in the agent's workspace to help answer them. Some work inside outgoing email to measure how the reply landed. And some hand the ticket on to engineering or billing.
The second thing to check is how the connection is made. One feedback tool on this list says only its Zendesk and Intercom links are native, with other tools going through Zapier, webhooks or its API. Middleware works, but it's another moving part that can break quietly. And each app here is its own subscription, separate from your Zendesk plan.
One honest limit on this page: Zendesk's own app directory couldn't be checked for this list, so listings and plan eligibility aren't confirmed here. Before you commit, open the app inside your own Zendesk admin and confirm it's listed and available on your plan.
Ten Zendesk apps at a glance
| Tool | Ticket stage | Good for |
|---|---|---|
| Aircall | Phone and call logging | Calls placed and logged inside Zendesk Support |
| Chargebee | Subscription billing context | Billing details beside the ticket |
| Cobrowse.io | Cobrowsing for web and mobile | Guiding customers through web, iOS and Android screens |
| Customer Thermometer | Email satisfaction buttons | One-click feedback buttons inside support emails |
| Fullview | Cobrowse and replay in the ticket | Session replays and cobrowsing from the ticket sidebar |
| Guru | Knowledge search for agents | Searching company knowledge without leaving Zendesk |
| Jira (Atlassian) | Escalating tickets to engineering | Linking support tickets to engineering work items |
| Marker.io | Website bug reports into tickets | Annotated bug reports arriving as new conversations |
| Nicereply | Customer feedback surveys | CSAT, CES and NPS surveys after support conversations |
| Userback | In-app feedback to tickets | Widgets, in-app surveys and session replays |
Stage one: apps that feed tickets in
These turn feedback into tickets so it lands where your agents already work. Marker.io lets reviewers annotate web pages and collects each report into Zendesk as a new conversation. Userback gathers feedback through widgets, in-app surveys and session replays, and says it connects natively to Zendesk.
Stage two: apps that help agents while they answer
This group sits beside the agent mid-reply. Guru brings company knowledge search into Zendesk through a browser extension. Fullview gives agents cobrowsing and session replays from the ticket, and Cobrowse.io offers real-time screen guidance across web and mobile apps. Aircall connects a cloud phone system so calls sit in the same place as written tickets.
If your agents mostly answer from written help articles, a knowledge base may matter more than any add-on. Our guide to knowledge base software covers that side.
Stage three: apps that measure the reply
Once the reply is sent, these ask the customer how it went. Nicereply sends one-click CSAT, CES and NPS surveys after a conversation. Customer Thermometer puts feedback buttons inside the support email itself, so the customer answers without opening a survey page.
Stage four: apps that hand the ticket on
Some tickets can't be solved by support alone. Jira (Atlassian) links support tickets to engineering work items, so a bug report reaches developers with its history attached. Chargebee brings subscription billing context to the helpdesk, which helps when a ticket is really a billing question.
The ten apps, in no particular order
Aircall
Best for: Support teams taking customer calls who want a cloud phone system working as a call centre integration inside Zendesk Support.
Chargebee
Best for: Subscription businesses whose support agents need billing context while solving tickets, through a helpdesk integration with Zendesk.
Cobrowse.io
Best for: Agents who need to see and guide a customer's screen in real time across web, iOS and Android apps, with a dedicated Zendesk version.
Customer Thermometer
Best for: Teams wanting feedback without a survey page: one-click buttons sit inside support emails, so customers rate a reply straight from their inbox, the vendor says.
Fullview
Best for: Agents who want to see what a customer saw, with cobrowsing and session replays the vendor says start from the ticket sidebar and link to the right customer.
Guru
Best for: Teams answering from internal knowledge who want AI-powered search and suggestions inside their workflow, through a browser extension, according to the vendor.
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Jira (Atlassian)
Best for: Support and engineering teams that need tickets and engineering work items tied together, so bugs reported by customers reach developers with context.
Marker.io
Best for: Product and web teams whose reviewers report bugs by annotating pages, with each report collected into Zendesk as a new conversation.
Nicereply
Best for: Help desk leads wanting one-click CSAT, CES and NPS surveys after conversations, plus an agent leaderboard; its integrations list names Zendesk first.
Userback
Best for: Product teams gathering user feedback through widgets, in-app surveys and session replays, with a native Zendesk connection the vendor states on its FAQ.
An admin checklist before you install
- Name the gap. Write down the one ticket problem you're fixing. If you can't, you don't need the app yet.
- Check it's native. Read the vendor's own integration page and see whether the link is built in or runs through Zapier, webhooks or an API.
- Confirm the listing in your account. Search for the app inside your Zendesk admin and check it's available on your plan.
- Check permissions. See what ticket and customer data the app can read and write, and who on your team approves that.
- Pilot with a few agents. Run it with a small group for a couple of weeks before rolling it out to everyone.
- Plan the exit. Know what happens to data the app has stored if you remove it later.
Plain advice for a support lead
Don't stack apps across all four stages at once. Pick the stage where your queue leaks most, add one app there, and give it a few weeks before you judge it. For most small teams that's either stage two, helping agents answer faster, or stage three, finding out whether customers were happy with the answer.
If you're finding that every gap needs an add-on, it may be worth asking whether a different help desk fits better. Our comparison of other help desk platforms is a sensible place to check before you build a stack of extras.
Do you make an app or integration for Zendesk support teams? Tool makers can ask to be considered for a featured place on this list.
Want your tool on this list? Featured spots and reviews here are paid partnerships. Here's how to partner with me.
Frequently asked questions
Where do I find apps for Zendesk?
Inside your Zendesk admin you can browse and install apps from Zendesk's own app directory. Many vendors also publish their own Zendesk integration page, which is the best place to see what the connection does.
What's the difference between a native integration and one through Zapier?
A native integration is built directly between the two products. A Zapier or webhook connection runs through a third tool, which is flexible but adds another part that can fail or need maintaining.
Do Zendesk apps come with my Zendesk plan?
Generally not. Each third-party app here is its own subscription with its own vendor, separate from your Zendesk account. Some apps may also require a particular Zendesk plan, so check inside your admin.
How do I get bug reports from my website into Zendesk?
Use a feedback or bug-reporting tool that creates Zendesk tickets or conversations from each report. That way annotated screenshots and page details arrive in the queue your agents already work.
Can I survey customers after a Zendesk ticket is solved?
Yes. Zendesk has its own satisfaction feature, and survey apps add other formats such as CES and NPS or buttons embedded inside the reply email.
How many apps should a small support team install?
As few as solve a real problem. Start with one app at the stage where tickets go wrong most often, check it helps, then add the next.
