How to Add an External App to the Zendesk Support Mobile App
To get started with the Mobile App Extensibility feature, you’ll need to upload at least one private app that includes the word "Mobile" in its name. This helps ensure it's recognized and displayed properly in the Support mobile app.
Glossary
- Native App: The mobile version of Support on Android and iOS platform.
- External App: The app built in HTML/JS which is loaded inside Support.
- Marketplace: The place where users may select and install external apps
- ZAF: Zendesk Application Framework - set of tools that lets developers make apps that work with Zendesk. It connects these apps to Zendesk, allowing them to use and change ticket information and other data.
- ZMAF: Zendesk Mobile Apps Framework - the framework which will allow communication between native and external apps.
⏳ Note:
Please note that Zendesk Application Framework works only with web applications whereas ZMAF will work with Mobile Apps.
Steps to Upload Your App
- Go to your Zendesk Admin Center
- Click on Apps and Integrations
- Select Zendesk Support Apps
- Make sure the app’s title includes "Mobile"
- Click the Upload private app button in the top-right corner
- Follow the on-screen instructions to upload your app
- Click Install
Displaying multiple applications
Right now, the Support mobile app shows only one external app at a time and doesn’t offer a selection screen. If you’ve uploaded more than one private app with "Mobile" in the title, you can choose which one appears by setting the display order.
To reorder your apps:
- Open the Admin Center
- Click on Apps and Integrations
- Select Zendesk Support Apps
- Click Reorder Apps
- Drag the app you want shown in mobile to the top of the list
- Save your changes
The first private app in the list with "Mobile" in its name will be the one shown in the Support mobile app.
⏳ Note: You may need to restart the mobile app or tap Ticket Details twice to refresh the cache. It may take a moment for the new app to appear.
What Users See in the Mobile App
When agents open a ticket in the Support mobile app, they’ll now see three tabs:
- Conversation Tab – View and reply to messages in the ticket
- Ticket Properties Tab – See key ticket details like status, priority, and requester
- Apps Tab – A new tab powered by App Extensibility, displaying a web-based view of your external app
🔗 How It Works Behind the Scenes
This feature uses the Zendesk Mobile Apps Framework (ZMAF)—a JavaScript-based framework that allows secure, smooth communication between the Zendesk mobile app and your external applications. This helps deliver a seamless experience while maintaining security and performance.
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