Zendesk Custom App Development

When standard functions and apps are not enough

Zendesk is flexible – but not every requirement can be met with existing solutions. If your processes require it, we develop Zendesk Custom Apps that integrate seamlessly into your environment and provide targeted support for your teams in their day-to-day work.

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Zendesk Augmentation with Custom Apps

Your customer service processes are a central part of your business. That’s why it’s worth expanding Zendesk where standard functions reach their limits. With individually developed custom apps, we tailor Zendesk specifically to your requirements.

At Leafworks, we have many years of experience in the design, integration and development of individual Zendesk custom apps. We don’t develop general standard solutions, but custom apps that:

  • address specific customer service challenges
  • integrate seamlessly into your Zendesk environment
  • automate and simplify your processes in a meaningful way
  • measurably reduce your daily support workload
zendesk custom app development

When do you need a Zendesk custom app?

We have already encountered most challenges in the course of our nearly 1,000 Zendesk projects to date, and we often have something suitable at hand. However, if your setup is as unique as you are, out-of-the-box solutions or marketplace apps are sometimes no longer sufficient:

Own processes and special logic

Do your processes follow clear rules that cannot be solved with simple automation? A custom app maps exactly this logic – right where your teams work.

Existing apps are not suitable for you

Marketplace apps are often generic. If you have to compromise or important features are missing, a custom app creates exactly the solution that fits your organisation.

Stay one step ahead of the competition

With a custom app, you can implement specific innovative features – such as gamification approaches, personalised notifications or advanced self-service elements. This allows you to consciously set your support apart from the competition and strengthen customer loyalty.

Internal systems should be better integrated

Data from CRM, ERP or e-commerce systems is relevant for support, but not usefully integrated into Zendesk? A custom app brings this information into the ticket in a structured way.

You want a solution that belongs to you

Custom apps are developed specifically for you. You retain control over functionality, further development and deployment – independent of external product roadmaps.

Would you like to know whether a custom app makes sense for your use case? In a non-binding introductory meeting, we will take a look at your situation and possible next steps together.

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What our customers say

Leafworks provided us with efficient and effective support in restructuring and optimising Zendesk. Our consultant Tobi was hands-on at all times, enabling us to complete the project on time, successfully and without additional costs. As soon as our team feels comfortable with the new features, we will tackle the second phase with Zendesk together with Leafworks. You have our trust! Thank you.
Diana Zimmermann, Annanow AG

⭐⭐⭐⭐⭐

Diana ZimmermannAnnanow Group AG
Leafworks provided us with excellent support during the initial setup of our ZenDesk instance and in training our employees, as well as in introducing our ERP interface. All of my contacts at Leafworks have been very friendly, constructive and productive. I have always received excellent and, above all, prompt assistance, and we feel that we are in very good hands. I am very confident about our upcoming projects with Leafworks and look forward to continuing our excellent collaboration! *** Translated with www.DeepL.com/Translator (free version) ***
Philip Schumacher, Intravis

⭐⭐⭐⭐⭐

Philipp SchumacherIntravis GmbH
Leafworks carried out the complete setup of Zendesk for us, including the connection of all our online shops and the migration. The support provided by Leafworks was exemplary. Leafworks stood out in particular for its flawless communication and in-depth expertise, which made for excellent collaboration and enabled all issues to be resolved. We can recommend Leafworks without reservation and look forward to working with them again, as we always have special requests that Leafworks is able to implement. Thank you very much for the great support 🙂
Gerome Körbel, Yuma GmbH

⭐⭐⭐⭐⭐

Gerome KörbelYuma GmbH
It is always a pleasure to work with Leafworks as a customer. Direct and straightforward contact, quick response, and the stuff just works as it should!
Jürgen König, Häfele

⭐⭐⭐⭐⭐

Jürgen KönigHäfele SE & Co KG
Thanks to Leafworks, we had a ready-to-use CSM in no time. Even after the launch, Leafworks continues to be at our side, providing us with quick and straightforward support, including ad hoc solutions, best practice recommendations and general advice. We are impressed by the speed and simplicity of the support, the knowledge of our setup and the creative solutions.
Susanne Heiz, Jobcloud

⭐⭐⭐⭐⭐

Susanne HeizHead of Service at JobCloud AG

Zendesk extension with custom apps

Custom Zendesk Apps Leafworks

As a developer of custom Zendesk apps and integration specialist, we help you maintain the elegant simplicity of Zendesk while adapting it to your business needs.

We offer integrations and applications for Zendesk that are compatible with a variety of operating systems, including Windows, iOS, and Android. We have already developed numerous apps and set up integrations for telephone, backend, CRM, e-commerce, and ERP systems.

The four key areas of Zendesk custom app development

In practice, Zendesk Custom Apps can be assigned to four typical areas of application. This structure helps to clearly define requirements and develop targeted solutions.

Erweiterungen im Agent Workspace mit Custom Apps
Extensions in the Agent Workspace

Custom apps support your support teams directly in the ticket. They clearly display relevant information, bundle actions and reduce manual steps – without agents having to leave Zendesk.

Integration durch Zendesk Custom Apps
Integrations into internal systems

Many support processes depend on external systems. Custom apps bring data from CRM, ERP, or shop systems directly into Zendesk and enable actions to be taken from within the ticket.

eCommerce- / Shop-Systeme
Process logic and data quality

Custom apps guide users through entries, check mandatory information and ensure data consistency. This makes processes more reliable and avoids rework.

Security, roles and governance

Not all information is visible to everyone. Custom apps take roles, access rights and internal rules into account and integrate seamlessly into your existing Zendesk structure.

Leafworks ist Zendesk Premier Partner

Your collaboration with Leafworks

We develop Zendesk custom apps with a clear goal in mind: understandable concepts, clean implementation and solutions that are actually used in everyday life. Thanks to our many years of experience in the Zendesk environment, we know what matters when it comes to individual enhancements – professionally, technically and organisationally. This results in custom apps that not only work, but also create long-term added value.

How to create your Zendesk custom app

Our projects follow a clear, proven process. This ensures that your custom app is functionally appropriate, technically sound and remains usable in the long term.

create zendesk custom apps step 1

Contact

Describe your idea or problem to us. We will then contact you to arrange a personal appointment.

create zendesk custom apps step 2

Analysis

Together, we clarify requirements, goals and framework conditions – in person or via video call.

create zendesk custom apps step 3

Mockup

We develop a solution scenario, create initial drafts and give you a clear assessment of the effort and schedule involved.

create zendesk custom apps step 4

Development

Once you have given your approval, we will implement the custom app technically – tailored to your Zendesk environment.

create zendesk custom apps step 5

Implementation

The finished app will be deployed as a private app in your Zendesk instance. If desired, it can also be published later in the Zendesk Marketplace.

We’re here to help!

Many customer support team issues are resolved via integration & automation, allowing more time to spend on customer relationship management rather than focusing on managing software.

Zendesk apps, if from the marketplace or custom made, are a great way for businesses to provide the best customer experience through automation. Leafworks is one of the leading experts in Zendesk, having built integrations that automate things like updating tickets with CRM software such as Salesforce Service Cloud and reducing redundant data entry.

We’ve built Zendesk solutions for companies both big and small, so we know what businesses are looking for when they choose to enhance their systems. If you’d like to talk about anything at all to do with Zendesk, contact us and we’ll be happy to help.

Robert Cwicinski, Kundenservice + CX-Experte bei Leafworks

Robert Cwicinski

Zendesk Integrations Expert

Book a quick app audit with me
  • Zendesk
  • Automation
  • Integrations
  • Business Intelligence / BI
  • Digital transformation
  • Customer Service Solutions
  • Custom MVPs

FAQ – Zendesk Custom Apps

A Zendesk Custom App is a custom-built extension for your Zendesk instance. It adds features to Zendesk that are tailored specifically to your requirements.

Marketplace apps are publicly available and designed for use by many companies. Custom apps are developed specifically for you and, as private apps, are only used in your Zendesk instance.

In the first step, we clarify your use case together. We then develop the concept, mock-ups and technical implementation of the app.

The effort involved depends on the application. Minor enhancements can often be implemented within a few weeks, while more complex solutions take longer.

Custom apps are installed as private apps in Zendesk. The options available to you depend on your Zendesk edition – we’ll clarify this in the quick check.

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