Zendesk installation guide
Install MergeYard in Zendesk Support
MergeYard installs into Zendesk Support and gives agents internal collaboration tools inside the support workflow.
Until the Marketplace listing is live, use Join Marketplace preview to start evaluation access.
Overview
This guide is written for Zendesk administrators, support operations leads, and Marketplace reviewers preparing a MergeYard installation.
The app package installs the MergeYard top-bar app, ticket-sidebar app, and supporting background app so agents can open the collaboration surfaces from inside the Zendesk workspace.
Before the public listing is live, the preview path starts with MergeYard account creation and then continues into the standard Zendesk OAuth binding flow.
Prerequisites
- A Zendesk Support account.
- Zendesk admin access.
- Permission to install Marketplace apps in that Zendesk account.
- A MergeYard workspace or the ability to create one during setup, if required for your rollout.
- A Zendesk plan that supports Marketplace app installation.
Installation steps
Bring MergeYard into Zendesk in eight steps
01
Install MergeYard from the Zendesk Marketplace or from the preview listing shared for review.
02
Approve the requested authorization prompts, including the Zendesk OAuth sign-in flow used for agent access.
03
Connect an existing MergeYard workspace or create a new workspace for the Zendesk team.
04
Confirm the Zendesk workspace mapping so the correct Zendesk account connects to the correct MergeYard workspace.
05
Configure seats, approvals, or workspace access rules as needed for your team.
06
Invite agents or enable agent access.
07
Open a Zendesk ticket and launch MergeYard from the Zendesk workspace.
08
Start a ticket-linked discussion, channel, direct message, thread, or call.
App locations
Where MergeYard appears in Zendesk
Top bar
The main MergeYard app surface opens from the Zendesk top bar so agents can access channels, direct messages, ticket-linked discussions, threads, and calls.
Ticket sidebar
The ticket sidebar surface reads the current ticket context and helps agents open the related MergeYard ticket-linked discussion.
Background app
The app package also includes a background location used for preloading, invitation routing, and workspace context updates that support the visible Zendesk surfaces.
Permissions and data
MergeYard uses Zendesk workspace context, authenticated agent identity, ticket ID, and limited ticket context needed for ticket-linked collaboration.
MergeYard also stores collaboration content created by users inside the product, such as channels, messages, threads, direct messages, call metadata, and ticket-linked discussions.
For more detail, review the Security and Privacy Policy.
Uninstalling
To remove the app, uninstall MergeYard from the installed apps list in Zendesk Admin Center.
Uninstalling the Zendesk app stops new launches of MergeYard from that Zendesk workspace. Existing MergeYard workspace data and collaboration history remain subject to MergeYard's retention and deletion handling unless separately removed.
For data deletion, retention questions, or workspace offboarding help, contact privacy@mergeyard.com or support@mergeyard.com.
Troubleshooting
Common installation and access issues
The app does not appear after installation
Confirm the app finished installing in Zendesk, refresh the agent workspace, and verify the installed app is enabled for the intended Zendesk account.
OAuth or authorization fails
Verify the Zendesk workspace mapping and sign-in path, then retry the authorization flow. If the issue persists, contact support with the Zendesk subdomain and the approximate time of failure.
A user cannot access the workspace
Check whether the agent has been invited, approved, or assigned the correct seat or access policy inside MergeYard.
Ticket context is missing
Confirm the agent opened MergeYard from an actual Zendesk ticket and that the ticket sidebar app is available in that workspace.
The agent cannot join a channel, direct message, thread, or call
Verify the user has permission to access the workspace and the relevant conversation. Private spaces remain scoped to authorized participants.
Calls do not start or connect
Confirm the browser can reach the call service, then verify that microphone and camera permissions are available if the call type needs them.
Browser permissions block audio or video
Review the browser's microphone and camera permissions for the MergeYard domain and retry the call after permissions are granted.
Zendesk admin permissions are missing
Ask a Zendesk administrator with app-installation privileges to complete the install and workspace mapping steps.
Need installation help?
Contact MergeYard for installation support, authorization issues, workspace access questions, or reviewer follow-up.