Zendesk Marketplace setup
Zendesk Marketplace setup path
MergeYard Chat is built for Zendesk Support teams and is designed to be set up through Zendesk Marketplace.
Use this page to understand the Zendesk admin setup path, the app locations, the authorization flow, and the data posture before rollout.
Overview
This guide is written for Zendesk administrators and support operations teams reviewing the Marketplace setup path for a Zendesk Support workspace.
The app package includes the MergeYard Chat top-bar app, ticket-sidebar app, and supporting background app so agents can open the collaboration surfaces from inside the Zendesk workspace.
Prerequisites
- A Zendesk Support account.
- Zendesk admin access.
- Permission to manage Marketplace apps in that Zendesk account.
Marketplace setup path
Review the Zendesk admin path in five steps
01
Open Zendesk Marketplace.
02
Find the MergeYard Chat listing when available.
03
Follow the standard Zendesk Marketplace setup flow.
04
Open MergeYard Chat from the Zendesk top bar or ticket sidebar.
05
Confirm the workspace initializes for the team.
The Zendesk Marketplace listing is the source of truth for app availability, setup flow, billing, and subscription details.
App locations
Where MergeYard Chat appears in Zendesk
Top bar
The main MergeYard Chat surface opens from the Zendesk top bar so agents can access channels, direct messages, ticket-linked discussions, threads, and optional call workflows when enabled.
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 Chat uses Zendesk workspace context, authenticated agent identity, ticket ID, and limited ticket context needed for ticket-linked collaboration.
MergeYard Chat 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 after setup, use the installed apps list in Zendesk Admin Center.
Uninstalling the Zendesk app stops new launches of MergeYard Chat 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.
Call usage
Usage limits for calls
MergeYard Chat includes lightweight audio/video handoffs for quick ticket collaboration. Workspaces include pooled monthly call usage based on paid agent count. Calls are limited to 4 participants and 30 minutes per call. Admins should contact MergeYard if they need additional call usage.
Troubleshooting
Common setup and access issues
The app does not appear after setup
Confirm the Zendesk Marketplace flow finished, refresh the agent workspace, and verify the app is enabled for the intended Zendesk account.
OAuth or authorization fails
Retry the Zendesk OAuth sign-in flow and confirm the requested authorization prompts were approved. If the issue persists, contact support with the Zendesk subdomain and the approximate time of failure.
A user cannot access the workspace
Confirm the agent is signed in through the Zendesk OAuth flow and has opened MergeYard Chat from the top bar at least once so the agent workspace finishes initializing.
Ticket context is missing
Confirm the agent opened MergeYard Chat 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
Confirm the agent has access to 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 Marketplace app privileges to review the setup path and OAuth authorization steps.
Need Marketplace setup help?
Contact MergeYard for Marketplace setup support, authorization issues, workspace access questions, or implementation help.