DocumentationAPI Reference

Building apps with App Builder and generative AI

App Builder lets you create custom Zendesk apps by describing your requirements in plain language prompts. Using natural language processing (NLP) and generative AI, it interprets your instructions and builds or updates app components in real time. Both technical and non-technical users can prototype, refine, and troubleshoot apps without writing code.

App Builder organizes the app creation process around three key concepts: conversations, prompts, and apps.

  • A conversation acts as your workspace and project history, where all your instructions, AI responses, and iterations are recorded as you build your app.

  • Within a conversation, you use prompts, which are natural language instructions or requests that guide the AI to add features, fix issues, or improve your app.

  • Each app is the result of a conversation and represents a working solution you can test, publish, and maintain within Zendesk.

Conversations and apps are managed separately, so you can always revisit a conversation to experiment further, refine your design, or update an existing app.

For more information, see Using App Builder in Zendesk help.

Getting started

To get started:

  1. In Admin Center, select Apps and integrations > Apps > App Builder.

  2. Click Start a conversation.

  3. Select where you want the app to reside (sidebar, top navigation, or side navigation).

  4. Enter your app requirements (your first prompt).

  5. Add more prompts to refine your app as needed. Review and test your app after each change.

Component architecture

Apps generated by App Builder follow Zendesk’s design and development best practices. Each app is made of modular components built with Zendesk Garden design system, the Zendesk Apps Framework (ZAF) APIs for interacting with the Zendesk environment, and standard REST APIs for data access and external integrations.

When you use App Builder, you can review the generated code and supporting files by opening the Code tab. Here, you’ll find:

  • An index.jsx file, which serves as your app’s logic and interface
  • Folders such as:
    • components for reusable UI elements built with React and Zendesk Garden
    • styles for custom CSS
    • utils for helper functions
    • mock.jswith mock data to preview the app before publishing

App Builder lets you build apps that connect not only with Zendesk Support and help center, but also with your own internal APIs or popular third party platforms like Google, Jira, or Slack. Integrations typically use API key or OAuth 2.0 authentication, providing secure data exchange across systems.

See also