Glossary

This section provides a list of terms used in Zendesk apps.

App

An application that extends or enhances the functionality of Zendesk products.

App locations

An app lives in one or multiple locations in the Zendesk product UI (for example, the ticket sidebar in Zendesk Support). The locations are specified in the app's manifest.json file.

App manifest

A manifest.json file that specifies app-specific metadata for an app. It also includes the locations where the app appears in the Zendesk products.

App requirements

A requirements.json file stored in the app's root directory. It defines Zendesk Support resource dependencies such as a ticket field or a target for the app to work properly. When an administrator installs the app, the resource is automatically created in the account.

Note: App requirements are currently available only in Zendesk Support.

Channel Framework

An integration framework that brings external customer communications into Zendesk Support to build a two-way ticket creation service. External customer communication examples include ratings and reviews in Yelp, app stores, Amazon or Ebay, content in Reddit or Quora communities, and social media channels such as Pinterest and Instagram.

Closed preview app

An app that is only available to selected customers by invitation from the app developer. They are not available publicly on the Zendesk Marketplace. A closed preview app can become a public app.

Integration apps

Integration apps are integrations built using the Zendesk REST API and generally live in a third-party product. These apps are discoverable in the Zendesk Marketplace, but do not have components that can be installed in a Zendesk product.

Marketplace Portal

The portal at https://apps.zendesk.com to submit or update apps, create a partner profile, or manage app reviews.

Multi-product app

An app that:

  • is designed to work in multiple Zendesk products, but is packaged and submitted as one zip file
  • has a unique app ID
  • is installed separately into each product from the Zendesk Marketplace
  • has separate app detail pages on the Zendesk Marketplace for each product

Paid app

A public app or closed preview app that the developer charges for either via a one-off payment or a subscription-based payment.

Private app

An app that exists only in one customer instance, manually uploaded and installed. They are not available on the Zendesk Marketplace. They are only available to Zendesk Support and Chat customers on the Professional and Enterprise plan.

Public app

An app that is available from the Zendesk Marketplace. They are available to Zendesk Support and Chat customers on the Team, Professional, and Enterprise plan.

Zendesk Apps framework (ZAF)

A framework that lets you add features or build integrations within a Zendesk product. Apps run in iframes in the product so you can build apps with a variety of technologies including server-side technologies. The framework also gives apps access to various product resources using APIs across supported Zendesk products.

ZAF SDK

A JavaScript SDK that makes it easier to make calls to the Zendesk App Framework.

Zendesk Apps Tools (ZAT)

A collection of command-line tools that simplify building and deploying Zendesk apps. The tools lets you create, test, validate, and package your apps locally.

Zendesk Marketplace

The place where you can search and discover new apps, integrations, and partners.