Hey, how can we help you?

Tools

Themes

Apps

Featured articles

Guide Theme installation

Please use the following instructions to install our Guide Theme Step 1. Click the "Customize des...

Our Aircall desktop phone

Widget Guide Limitations

The widget API is extensive, but it has its limitations. Below are some of the more frequently ...

Redeem an App Coupon or Voucher Code

For some of our apps we offer Voucher Codes and Coupons to redeem the app as a One Time purchase ...

Manage and delete your installed apps

You can make changes to your installed apps in the My Apps page in Support, Sell, and Chat. Any u...

Guide Theme installation

Please use the following instructions to install our Guide Theme

Step 1. Click the "Customize design" icon in the sidebar.

Step 2. Unarchive the downloaded zip file.

Note

You need to unzip this archive and there will be two files:

archive with the theme that you need to import in the Theming Center;
Readme.txt with theme description and values for different color variants.

Step 3. Click the “Add new Theme” button on the right.

Step 4. Click import Thema File .

Step 5. Find and select your theme file.

The theme is imported and appears on your Themes page.

Step 6. Click the “View theme” button on the theme you would like to preview.

Step 7. Click the “Help Center” link at the top bar panel to test the new theme with your real content in a preview mode.

Your Help Center visitors see the previous theme since the new one is not published yet.

You can preview what different pages look like if you choose the corresponding page at the top right drop-down “Templates” menu.

You can also test the theme as an end-user, anonymous or an agent by clicking the “Preview role” menu at the top bar panel and selecting the corresponding role.

Step 8. Publish the theme

When you're ready to implement the changes, close preview and go back to Guide admin.

Click the "Settings" icon on the theme image and select the “Set as live theme” option. Confirm this action.

Note

You may not see the "Submit a request" button because you are logged in as the manager. You can view the theme as an end-user or anonymous if you select the corresponding option at the top right drop-down menu ("Preview role").

Our Aircall desktop phone

Widget Guide Limitations

The widget API is extensive, but it has its limitations. Below are some of the more frequently asked questions:

Hide Widget Form fields

You can not hide fields in the widget via the API code. You can hide them via Conditional Fields in forms though.

Add buttons

You can't add buttons or links to other tools and channels to the widget interface.

Field restrictions

The widget will not display the following fields:

Regex fields
Date fields
Multiselect dropdowns

Redeem an App Coupon or Voucher Code

For some of our apps we offer Voucher Codes and Coupons to redeem the app as a One Time purchase instead of a recurring subscription.

You can buy these vouchers via https://premiumplus.app/store or buy contacting us directly via sales@premiumplus.io

Redeeming a code

You receive a coupon via email after purchase
Search for the app on the Zendesk Marketplace
Enter the code in the installation window and press Apply
The install window should reflect the new price.

Screenshot_2021-02-05_at_11.46.54.png

Manage and delete your installed apps

You can make changes to your installed apps in the My Apps page in Support, Sell, and Chat. Any updates you make to apps appear for all agents.

Installed apps might include public apps from the Zendesk Marketplace and private apps that have been built by your company.

You must be an administrator to update your installed apps.

Topics covered in this article include:

Managing app location and order

App placement is determined by the app's developer. When you install apps in your Zendesk, they can appear in a number of different locations.

If you are using Sell, you can manage app location in Settings > Layouts, on the widget panel for leads, people, companies, and deals (see customizing your app layout in Sell).

If you are using Support or Chat, you can manage app location from:

Top Navigation, along the top of the Zendesk Support screen.
Main Navigation, down the left side of the Zendesk Support screen.
Ticket, in the body of an existing ticket, when the Apps panel is open.
New Ticket, in the body of a ticket being created, when the Apps panel is open.
User Profile, on the profile page of a selected user, when the Apps panel is open.
Organization Profile, on the profile page of a selected organization, when the Apps panel is open.

Within each of these locations, you can update the order in which the apps appear.

To see the apps in a location (Support and Chat)

On the My apps page, click the Reorder apps button on the top right.
The Reorder apps page appears. Here is an example from Support.
Click any of the items under Location to see which apps are there. The available locations depend on where you currently have apps in Zendesk Support. You can select only locations where you have apps.

From here, you can change the order of your apps.

To reorder your apps in a location (Support and Chat)

On the My apps page, click the Reorder apps button on the top right.
Click the location in which you want to change the app order.
Drag and drop an app into a new position.
The new order is automatically saved after you move the app.
Repeat to reposition the other apps in the list.

Some apps appear in more than one location; reordering apps in one location does not update their position in another location. For example, you can set a different order for apps on ticket pages than new ticket pages. Perhaps you want the Linked Ticket app at the top of the apps list for new tickets, but it's not as important for existing tickets, so you can place it near the bottom of the apps list for existing tickets.

Changing app settings

You can change the settings for an app, including the title.

To change app settings

On the My Apps page, find the app you want to change.
Click the options menu on the app you where you want to change settings, then select Change settings.
Make the changes you want, then click Update at the bottom of the page.
Your changes are saved.

Restricting app access

You can restrict access to an app so that only agents in the groups or roles you list can access it.

To restrict access to an app

On the My Apps page, find the app you want to restrict.
Click the options menu on the app you want to restrict, then select Change settings.
Enable Role restrictions, Group restrictions, or both, and then enter the names of the groups or roles that you want to be able to access the app.
No other agents will be able to access the app.
Make the changes you want, then click Update at the bottom of the page.
Your changes are saved.

Disabling your apps

You can disable apps installed in Zendesk at any time. When you enable or disable an app, it's enabled or disabled for all agents in your Zendesk.

If you want to permanently remove an app, you can uninstall it instead.

To disable an app

On the My Apps page, click the options menu on the app you want to disable, then click the Enabled toggle to disable the app.

The disabled app appears in the Disabled Apps section of the My Apps page and can be re-enabled.

To enable a disabled app

On the My Apps page, click the options menu on the app you want to enable, then click the Disabled toggle to enable the app.

The enabled app appears in the Installed Apps section of the page.

Uninstalling an app

You can uninstall an app that you no longer need. Uninstalling an app removes it from Zendesk for all agents.

If you want to temporarily remove an app, you can disable it as described above, then enable it when you're ready to use it again. You can uninstall both enabled and disabled apps as outlined below.

To uninstall an app

On the My Apps page, find the app you want to uninstall.
Click the options menu on the app, then select Uninstall.
In the Uninstall App window, click Uninstall App.

Contacting an app's developer

As apps are tweaked and improved, updates may become available for them. Apps are updated to their latest versions automatically. If you have a question about an app you can contact the app developer directly.

To view an app's developer's website

On the My Apps page, click the options menu on the app, then select Developer website.

Managing private apps (Professional and Enterprise)

Private apps are apps that have been built by your company and uploaded into Support. They are not listed on the public Zendesk Marketplace and cannot be installed and used by other Zendesk customers.

Private apps are available on Professional and Enterprise. For more information on private apps, see Build your first Support app and Build your first Chat app.

Once you build an app, you can upload it into Zendesk Support.

To upload and install a private app

On the My Apps page, click the Upload private app button in the upper right of the page.
Give your app a name.
Select the zipped app you want to install.
Click the Upload button.
On the install screen, follow the instructions to install the app.

To update a private app

On the My Apps page, find the app you want to update.
Click the options menu on the app, then select Update.
Upload your updated zip file.

To download a private app

On the My Apps page, find the app you want to enable.
Click the options menu on the app, then select Download.
Download the ZIP file containing all the assets for your app