The Best Zendesk Apps For 2024
Aug 13, 2024
One of the most powerful aspects of Zendesk is the vast library of third-party apps that are available through the Zendesk store to add features and functionality not available in the standard suite. But with hundreds on offer, finding the right app for your needs can be a challenge. To help you out, here’s a shortlist of the apps we’ve found most useful this year.
1. Thank You AI GPT
This app solves a simple problem that results in a lot of wasted time. When customers leave a “thank you” message after you close a ticket, it reopens the ticket. That means manually checking each reopened ticket, realizing it’s just a customer saying thanks, and then closing the ticket again. It's a small task, but when multiplied across a high volume of tickets, it’s a massive time sink.
Thank You AI GPT uses GPT-4o to identify all the different ways customers say “thank you” — in all languages. It then auto-resolves the reopened tickets before they hit your queue — optionally adding a message of appreciation for the customer. Plus, it can also identify and highlight the most satisfied customers so you can reach out to engage them with review requests or advocacy programs.
Thank You AI GPT is available in two tiers, with a 30-day free trial available.
2. Hide Ticket Fields
Hide Ticket Fields allows you to declutter your ticket view by hiding fields that are not relevant to your current workflow. This app is especially useful for teams with complex ticket forms or a high number of custom fields. By simplifying the ticket interface, agents can focus on the essential information and resolve tickets more efficiently.
The app is easy to set up and allows administrators to define which fields should be hidden based on various criteria, such as the ticket status or the agent's role. Hide Ticket Fields is a free app that can significantly improve your team's productivity and reduce unnecessary distractions.
3. MaestroQA
MaestroQA is a powerful quality assurance app that integrates seamlessly with Zendesk. It enables managers to monitor and evaluate agent performance, ensuring that customers receive consistent, high-quality support. The app allows you to create custom scorecards, perform targeted ticket reviews, and provide actionable feedback to your team.
MaestroQA offers features like automatic ticket sampling, real-time analytics, and performance reporting. By identifying areas for improvement and recognizing top-performing agents, you can continuously enhance your support quality and customer satisfaction. MaestroQA offers a 14-day free trial and various pricing plans to suit different team sizes and needs.
4. Notify
Notify is an app that enhances communication and collaboration within your support team. It allows agents to send notifications to each other directly within the Zendesk interface, eliminating the need for external communication tools. Agents can subscribe to specific ticket updates, ensuring they stay informed about important developments.
The app also supports team notifications, allowing you to send messages to specific groups or the entire team. Notify streamlines your team's workflow, reduces response times, and ensures that crucial information is never missed. Notify offers a free plan for small teams and affordable paid plans for larger organizations.
5. Read Receipts
Read Receipts adds a simple but valuable feature to your Zendesk instance – the ability to know when a customer has read your reply. This app helps agents prioritize their follow-ups and ensures that no customer is left waiting for a response. When a customer opens an email sent from Zendesk, the ticket is automatically updated with a "read" status.
Read Receipts also provides analytics on customer engagement, such as the percentage of opened emails and the average time to read. This information can help you optimize your email content and improve customer communication. Read Receipts offers a 30-day free trial and flexible pricing plans based on the number of agents.
6. Kaizo
Kaizo is a gamification app that boosts agent motivation and performance. It introduces game-like elements into the support workflow, such as points, badges, and leaderboards. Agents can earn rewards for meeting targets, resolving complex issues, or receiving positive customer feedback.
The app also features personalized coaching insights, helping managers identify coaching opportunities and provide targeted guidance to each agent. By fostering a culture of continuous improvement and friendly competition, Kaizo can significantly increase team engagement and productivity. Kaizo offers a 14-day free trial and various pricing plans based on team size.
7. Nicereply Customer Surveys
Nicereply is a customer feedback app that allows you to collect and analyze customer satisfaction data directly within Zendesk. The app enables you to send customizable surveys after each ticket resolution, gathering valuable insights into your support quality and customer experience.
Nicereply offers a range of survey templates and question types, making it easy to set up and adapt to your needs. The app provides real-time feedback and detailed analytics, allowing you to identify trends, benchmark your performance, and make data-driven improvements. Nicereply offers a free plan for small teams and various paid plans for growing businesses.
8. Proactive Campaigns
Proactive Campaigns is an app that helps you reduce ticket volume by proactively addressing common customer issues. The app allows you to create targeted email campaigns based on customer segments or ticket data, providing relevant information, tutorials, or updates before customers need to reach out for support.
By proactively educating customers and resolving potential issues, you can significantly reduce the number of incoming tickets and improve customer satisfaction. Proactive Campaigns offers features like customizable email templates, scheduling, and performance tracking. The app provides a 30-day free trial and pricing plans based on the number of contacts and emails sent.
9. Quickie
Quickie is an app that streamlines ticket management by providing a range of productivity-boosting features. It allows agents to perform common actions, such as updating ticket fields, adding tags, or sending canned responses, with just a few clicks. The app also offers keyboard shortcuts for even faster ticket handling.
Quickie's auto-suggest feature helps agents quickly find relevant information, such as customer details or previous interactions, without leaving the ticket view. By reducing the time spent on repetitive tasks and manual searches, Quickie can significantly increase agent efficiency and ticket resolution speed. The app is free to install and use, making it a valuable addition to any Zendesk instance.
