Lorsque notre plateforme d'assistance ne répond pas à nos besoins, nous nous tournons vers la boutique d'applications Zendesk. C’est là que plus d’un millier de plugins tentent d’offrir une solution personnalisée. Cependant, choisir l’une de ces applications et identifier celle qui peut améliorer la productivité de l’équipe de support peut être un défi. Nous recherchons également une application capable de booster nos revenus et d’aider à la promotion de nos produits ou services.
Ainsi, nous avons effectué des recherches et sélectionné les meilleures applications Zendesk. Chacune a ses particularités et ses fonctionnalités clés. Continuez à lire pour trouver celles qui répondent à vos besoins.
Applications Zendesk - Migration de données
Help Desk Migration
Vous commencez votre aventure avec Zendesk après avoir utilisé une autre plateforme d’assistance ? L’application Help Desk Migration est là pour simplifier votre transition, vous faisant gagner à la fois du temps et de l’argent.
La force de cette application réside dans sa simplicité : aucun codage n’est nécessaire. L’assistant de migration s’occupe de tout, vous guidant à travers le processus en quelques étapes seulement. Vous pouvez même migrer des champs par défaut et personnalisés depuis votre ancienne plateforme, tout en vous assurant que ces champs correspondent entre les deux systèmes.
De plus, il est possible de :
- créer de nouveaux champs personnalisés pendant le processus de correspondance;
- planifier l’activité de migration;
- inclure ou ignorer les pièces jointes;
- utiliser des fonctionnalités de personnalisation.
Ce n’est là qu’une partie des possibilités offertes. Si cela vous intéresse, essayez une démo gratuite pour migrer 20 éléments vers Zendesk.
Fonctionnalités clés:
- Importation de données flexible
- Correspondance des agents et des données
- Importation de champs personnalisés
- Préservation de l’intégrité des données
- Personnalisation avancée
Avis client:
Applications Zendesk - Optimisation des tickets et fonctionnalités complémentaires
Email Tracking
Presque tous les agents savent combien il est frustrant de ne pas savoir si le destinataire a lu un email envoyé. De nombreux outils visent à résoudre ce problème, et la boutique Zendesk propose l’extension de suivi la plus pratique pour Support - Email Tracking, qui:
- suit les ouvertures d'emails et vous en informe;
- mesure le temps nécessaire à l’ouverture d’un email par un demandeur de ticket;
- propose le meilleur moment pour envoyer un email, en fonction de l’activité des clients;
- collecte et traite les données de tous les tickets pour les transformer en statistiques sous forme de graphiques linéaires.
Un autre avantage de l’application est qu’elle permet de suivre les liens insérés dans les emails, fournissant des informations similaires à celles des emails suivis. De plus, les agents peuvent consulter les statistiques de chaque lien individuellement.
Fonctionnalités clés:
- Notifications en temps réel d'ouverture d'email
- Champs automatisés "Vu/Non vu"
- Recommandations pour l’heure d’envoi optimale
- Suivi des liens
- Statistiques détaillées
Avis client:
Proactive Campaigns
Une autre application Zendesk Support qui mérite votre attention est un outil pour envoyer des campagnes email en masse. Comme Zendesk ne propose pas de listes de diffusion ni d’envoi groupé, Proactive Campaigns vient compléter cette fonctionnalité. Par ailleurs, Proactive Campaigns est l’alternative à Zendesk Connect, qui a été fermé le 31 octobre 2021. Cette application est encore plus avancée et aide les agents à:
- Créer des listes cibles avec utilisateurs, tickets et organisations;
- Envoyer des emails en masse à des audiences spécifiques;
- Importer un fichier CSV contenant les utilisateurs nécessaires;
- Mettre à jour les tickets sans utiliser les automatisations de Zendesk.
Besides, you can fully customize your emails with a Rich text editor, Source code editor, HTML templates loader, Zendesk Macros, and attachments.
You can also select a ticket form, brand, assignee, alias, add tags, and share a campaign with colleagues. Finally, there is a statistics page with all key indicators to help you see your email campaigns' success.
Key features:
- CSV import of contacts
- Custom target lists
- Email customization and HTML templates
- Automated drip campaigns
- Automated ticket update
- Pre-launching campaign testing
Customer review:
Hide Ticket Fields
Customer support agents process an impressive amount of tickets every hour. Because of this, many ticket fields are set on the sidebar. This creates a messy working area that influences the ticket assignee's productivity. Some ticket fields require the agent to fill them out manually, but others can be filled out automatically because of triggers or tags. Such items are crucial for ticket arrangements and search, but agents are optionally required to see them.
The Hide Ticket Fields plugin solves this problem. You only need to install a Free app, select the fields you want to hide from the agent interface and save your choice. That’s it — super simple yet useful, making it one of the best apps for Zendesk.
Key features:
- Easy installation
- Customizable field hiding
- Streamlined workspace
- Free to use
Customer review:
Thank You AI GPT
Dealing with a flood of “thank you” messages can overwhelm your support team, especially when these messages reopen tickets without adding new requests. Instead of manually managing these tickets, let Thank You AI GPT streamline the process for you.
This app integrates with your help desk to automatically close non-actionable tickets—those that simply express gratitude without further requests. Powered by advanced AI, it detects variations of “thank you” in all languages with 99.9% accuracy, ensuring no important ticket is overlooked.
Key features:
- Automatic closure of non-actionable tickets
- Advanced AI detection
- Custom responses
- Review requests
- Performance insights
Customer review:
Zendesk Apps - Management and Arrangement
Kaizo
Gamification isn’t just for fun—it can transform your support team's productivity and engagement. Kaizo, available on the Zendesk App Marketplace, turns quality management into an engaging game with AI-driven features.
This app helps scale support management by integrating AI-powered quality assurance, gamified performance tracking, and insightful analytics. With Kaizo, your agents can set and achieve personal goals while managers get clear visibility into performance metrics and areas for improvement.
Key features:
- AI-enhanced Quality Assurance (QA)
- Insightful performance analytics
- Gamified team engagement
- Customizable tracking metrics
Customer review:
Quickie
When your agents' number grows, so does the number of views in Zendesk Support. This can lead to a cluttered and disorganized view area, making navigation a nightmare. Quickie from the Zendesk apps marketplace can help if you're struggling with this issue.
Quickie simplifies your Zendesk experience by providing a more organized and efficient way to handle your views. With its intuitive top bar menu, your agents can swiftly access and manage their views without the frustration of endless scrolling or searching.
Key features:
- Fast access to the views
- Organized hierarchy
- Instant search
- Bookmarking & favorites
Customer review:
Jira
Jira's integration with Zendesk is a game-changer for optimizing workflows, tracking issues, and managing projects. This user-friendly plugin enhances collaboration between support and engineering teams, ensuring smoother communication and quicker resolution of technical problems.
With the Jira plugin, support teams can easily link Zendesk tickets to Jira issues. This integration ensures that engineers are promptly notified of customer-reported problems, streamlining the process of addressing and resolving technical challenges.
Once a ticket is linked to a Jira issue, engineers can review customer conversations directly within Jira. This makes it easier to identify the root cause of issues and facilitates better collaboration between support and engineering teams.
Key features:
- Seamless ticket linking
- Instant notifications
- Integrated communication
- Faster issue resolution
Customer review:
Zendesk Apps - CRM Substitution
CRM and Deals
If you’re looking for a cost-effective CRM tool that offers robust functionality, the CRM and Deals app is a standout choice among Zendesk Marketplace apps.
With this integration, you can create and manage sales pipelines directly from your Zendesk Support interface. It comes with extensive customization options and automation capabilities, allowing you to tailor it to your specific needs.
Additionally, if you’re transitioning from another CRM platform, GrowthDot provides seamless data migration services to Zendesk. This ensures that your sales processes continue smoothly without any interruptions.
Key features:
- Custom sales pipelines
- Product linking to deals
- Sales forecasting
- Detailed reports
Customer review:
Zendesk Apps - Data Security & Reputation
GDPR Compliance
Do you know how to prevent the accidental loss of €20 million or 4% of the company's worldwide annual revenue? You can spend hours manually deleting data in Zendesk to comply with the General Data Protection Regulation developed by the EU. On the contrary, you can use the Zendesk GDPR Compliance app to process data in bulk, saving tremendous time. Work wisely, not harder. This straightforward application proposes:
- Users, tickets, and organization segmentation to create different lists.
- List combination (for example, delete users based on their ticket activity).
- Complete and permanent data deletion.
- Sensitive personal information anonymization.
- Attachment removal for cleaning Zendesk storage space.
- Data retrieval, so it is pretty easy to send personal data on a customer's requirement.
- GDPR data processing using a CSV file.
- Automation configurations to schedule GDPR deletion/anonymization.
Key features:
- Full deletion of tickets, attachments, users, and organizations
- Selective personal data removal
- Bulk and individual data processing
- Comprehensive customer data extraction
- Automated process scheduling
Customer review:
Sanctions Check
Excellent reputation is what your customer puts first when choosing a partner or supplier. On the contrary, businesses become more and more attentive to their customers. If you need to prevent a support team from working with lawbreakers, this Zendesk plugin does it perfectly.
With the Sanctions Check application, you will be able to:
- Do an advanced search for individuals and organizations on OFAC and OFSI sanction lists. There is no need to hire a third-party agency or investigate by yourself.
- Use the widget on the ticket sidebar to get the search faster.
- Add internal comments to tickets so other agents will see what reputation has its requester.
- Upload a unique blocklist with customers you do not work with.
Key features:
- Advanced search in OFAC and OFSI sanction lists
- In-ticket access
- Complete search history
- Customizable blocklist
Zendesk Apps - Support Enhancement
Ada for Support
AI Chatbots are a huge trend in 2024, so companies invest in Artificial Intelligence and Machine Learning even more now. Ada is a Zendesk AI-powered integration that replaced the first lone in the customer communication process.
The assistant helps resolve nearly 80% of queries automatically, reducing the customer support load. This way, Zendesk agents spend more energy on solving urgent and high-priority tickets, leveraging the quality of the provided service.
With an AI Chatbot, more self-service opportunities appear for customers. Considering this, they can get the answer quickly and at any time.
Key features:
- AI-Driven query resolution
- Seamless conversation flow
- Automated ticket updates
- Omnichannel integration
Customer review:
Video Reply
Sometimes, words alone aren't enough in customer support to effectively address a client's issue. Misunderstandings can occur, but there's a powerful way to bridge the communication gap. Among the Zendesk Marketplace apps, the Video Reply tool stands out for enhancing interactions between customers and agents.
Video Reply lets agents quickly create tutorials or send video messages directly to customers. Agents can also request videos from customers by sending a link, allowing them to record their screen or camera without needing any extra tools. All videos can be customized with your brand’s colors and logos and stored in a central Video Library for easy access.
Key features:
- Screen or camera recording
- Video requests to customers
- Editing and customization
- Video Library
- In-ticket access
Customer review:
Aircall for Support
Besides videos, phone calls are another essential channel for delivering exceptional customer support. If you want to know what apps use Zendesk users to enhance their call management, Aircall for Support is a top choice.
Aircall provides a cloud-based phone system that streamlines call management, improves efficiency, and offers valuable insights. It enables support teams to handle calls more effectively, track performance, and collaborate better, all while maintaining high customer service standards.
Key features:
- Seamless Zendesk integration
- Advanced call routing
- Real-time call analytics
- Call recording and voicemail
Customer review:
NPS and Survey
NPS and Survey for Zendesk is crafted to provide everything you need—rich insights into team performance, customer satisfaction (CSAT), and product impact.
With our powerful survey app, you can go beyond Zendesk’s basic “Good” or “Bad” ratings and capture more accurate, meaningful feedback. Get the insights that drive real improvements and keep your customers coming back!
With NPS and Survey you can:
- Gauge Customer Satisfaction and Team Effectiveness: Gain insights into both customer satisfaction and team performance with ease.
- Quick Four-Step Survey Setup: Create surveys effortlessly with a streamlined, four-step setup process.
- Diverse Survey Types: Design and deploy up to four different types of surveys within Zendesk.
- Flexible Content Editing: Easily modify questions and customize text to match your specific needs.
- Add Extra Questions: Include additional questions for more detailed customer feedback.
- Access Internal Notes: View internal notes with each customer’s survey response for context.
- Detailed Response Reporting: Dive deep into survey responses on the reports page, with an option to download data.
- Ticket-Linked Responses: Survey results are directly tied to tickets, allowing for easy navigation and reference.
- Multi-Language Support: Translate survey content into multiple languages for a global audience.
- Branded Survey Design: Customize the look and feel of your surveys to match your brand.
- Controlled Access: Set permissions to manage who can use NPS and survey features.
- Automated Trigger Integration: Simply select your trigger, and the app will automatically attach a survey placeholder to the ticket—no manual work required!
- Free Trial Available: Try it out for free!
Key features:
- Access performance statistics
- 4 types of surveys
- Open questions
- Simple survey creation
Out of Office
Zendesk created this application to facilitate ticket assignment between agents. The Out of Office can do this if you need to prevent tickets from being assigned to an unavailable agent. It works based on the support rep's availability. Every agent uses a widget on the ticket sidebar to confirm their availability.
By the way, if the agent is offline and the customer updates a ticket, the extension unassigns an 'open' ticket by default.
Key features:
- Agent presence management
- Automatic ticket unassignment
- Agent monitoring
Customer review:
How to Choose the Best Zendesk Apps?
Selecting the best apps for Zendesk depends on your unique support needs and objectives. Start by identifying your team's challenges, such as improving ticket resolution times, enhancing customer interactions, or managing data security.
Next, explore the apps that align with these goals. Consider factors like ease of integration, user reviews, cost, and the specific features of each app. Don't be afraid to test different apps to see which ones seamlessly fit into your workflow and provide the most value.
Wrap-Up
Each app in the Zendesk Marketplace aims to solve specific challenges while making life easier for you and your support team. Whether it's about streamlining communication, optimizing ticket management, or ensuring data security, these apps have earned their place among Zendesk users due to their reliability and efficiency.
Explore your options, understand your needs, and choose the apps that align with your support strategy. With the right tools, you'll elevate your customer service to new heights.
Zendesk Apps: FAQs
Why Use Zendesk Apps?
Zendesk apps extend the platform's functionality. They help automate routine tasks, provide robust analytics for decision-making, and enable seamless communication across multiple channels. These apps can improve agent productivity and enhance customer satisfaction dramatically.
Are Zendesk Apps Safe?
Yes, most businesses create Zendesk apps with security in mind, following strict guidelines to ensure data protection and user privacy. Moreover, before being available in the marketplace, each app undergoes a rigorous review process by Zendesk, and you can find information about security practices for each app within its respective listings.
Are Zendesk Apps Free?
Some Zendesk apps are free, while others come with subscription plans or one-time fees. Free apps typically offer basic functionalities, while premium apps provide more advanced features and integrations. Review the pricing details in the Zendesk Marketplace to find an app that fits your budget.
How Many Apps Does Zendesk Have?
Zendesk offers a vast selection of apps, with over 1,500 options in its marketplace. These apps range across various categories, including customer communication, data management, CRM tools, automation, and more, allowing you to customize your support platform to your specific needs.
Want to try four apps from this list at once?
GrowthDot Suite Pro: 4 Best Zendesk Apps
Install for free
