We've been building Zendesk apps since 2015 — and over the past decade, our team has spent more time inside Zendesk than almost anyone. Several of us worked at Zendesk directly. Others have spent years as Zendesk consultants and partners before joining SweetHawk.
That means we've tested hundreds of marketplace apps. We know what good looks like. This is our honest list of the apps we genuinely recommend — the ones we'd install on day one if we were setting up a new Zendesk account.
We've included our own SweetHawk Suite on the list, because it belongs here — but the rest are entirely third-party picks we have no commercial relationship with.
Lovely Views
Zendesk caps you at 30 views by default — which sounds like plenty until your team actually grows. Lovely Views removes that limit entirely, adding unlimited shared and personal views, hierarchical folders, favourites, integrated search, and saveable searches. It also adds auto-refresh controls and flexible ticket preview styles.
Formset
Formset adds adaptive, dynamic forms to Zendesk — conditionally showing and hiding ticket fields based on the values of other fields. Built on Zendesk's official ZAF API, it acts as a visibility layer on top of your existing configuration without modifying your underlying setup. Teams using it report a 90% improvement in data quality by surfacing only the fields that are actually relevant in any given context.
Shredder
Suspended tickets are one of those Zendesk pain points that quietly eat up agent time. Shredder automates the whole process with customisable rules — filter by sender, recipient, subject, content, or message ID, then bulk delete or recover. Teams report saving around 30 minutes per day that used to be spent manually triaging the suspended queue.
Time Tracking
Zendesk's own Time Tracking app is one of the most quietly useful tools on the marketplace. It maintains a running log of which agents worked on tickets and for how long — with support for both automatic and manual time logging. Combined with Explore, it's invaluable for spotting which ticket types eat the most time, which customers generate complex requests, and where to focus training or process improvements.
Advanced Search Plus
Zendesk's native search is fine for simple queries but falls short when you need to filter by custom fields, combine complex conditions, or search across users and organisations. Advanced Search Plus fills that gap with "is" and "is not" filters across any system or custom field, bulk updates to up to 1,000 results, and a clean, intuitive interface. And it's completely free.
Merge Tickets
Duplicate tickets are a constant problem in busy support queues. Merge Tickets automatically identifies and consolidates matching tickets based on requester, subject, ticket ID, or custom fields — all in the background, without manual review. Both the original and merged tickets get tagged and annotated so nothing gets lost, and all comments are preserved for full context. It works with every Zendesk Support plan and it's free.
Shopify Premium for Zendesk
For any Zendesk team supporting a Shopify store, this integration is close to essential. It surfaces full customer and order information — order history, real-time shipping and transaction status, billing details — directly in the ticket sidebar. Agents can process refunds, search orders, and take action without leaving Zendesk. Multi-brand and multi-store setups are supported, and advanced macros let you automate common e-commerce workflows at scale.
Snapcall Visual AI
Visual AI brings a genuinely new input channel to support: customers can share videos, images, and PDFs that get instantly analysed by AI and turned into actionable insights. The media shows up in a powerful in-ticket viewer, with AI-generated notes and field updates applied automatically. It works across every Zendesk channel — tickets, chat, messaging, SMS, voice, bots — and is SOC 2 compliant with no media stored inside Zendesk itself.
SweetHawk Suite
We'd be doing you a disservice if we left ourselves off this list. The SweetHawk Suite bundles all our apps — Tasks & Subtickets, Approve, Reminders, Field Rules, Recurring Tickets, Future Tickets, Calendar, Notify, Survey, and more — under a single subscription at the highest tier. Over 100,000 agents use our apps daily for everything from ITSM change management and HR workflows to project management and compliance tracking. It's the most cost-effective way to unlock the full power of Zendesk.
Email Tracking
Email Tracking adds precise read receipts to Zendesk — showing agents exactly if and when a customer opened an email, clicked a link, or replied. It eliminates the uncertainty of "did they get it?" with instant opening notifications and detailed per-email reports. GDPR-compliant with granular access controls, it integrates natively within your existing Zendesk setup and permissions without any additional configuration overhead.
All 10 apps at a glance
| App | Developer | What it does |
|---|---|---|
| Lovely Views |
Lovestock & Leaf | Unlimited Zendesk views with folders, favourites, and search |
| Formset |
Cloudset | Dynamic forms that show/hide fields based on other field values |
| Shredder |
Sparkly | Automated rule-based management of suspended tickets |
| Time Tracking |
Zendesk | Tracks time spent per agent per ticket for performance insights |
| Advanced Search Plus |
Swifteq | Complex multi-field search across tickets, users, and orgs — free |
| Merge Tickets |
Knots | Automatically detects and merges duplicate tickets in the background |
| Shopify Premium |
agnoStack | Full Shopify order and customer context in the Zendesk sidebar |
| Snapcall Visual AI |
SnapCall | AI-powered video/image capture and analysis for support tickets |
| SweetHawk Suite |
SweetHawk | All SweetHawk workflow apps — tasks, approvals, reminders, and more |
| Email Tracking |
GrowthDot | Read receipts showing if and when customers open support emails |