Internal collaboration for
Zendesk Support teams
MergeYard gives agents a dedicated internal collaboration layer around tickets, teams, and escalations inside the Zendesk workspace.
Built to complement Zendesk workflows
MergeYard does not replace Zendesk Support. It adds ticket-linked discussions, channels, direct messages, threads, calls, and escalation coordination around the work agents already do in Zendesk.
Zendesk Support app
Keep internal collaboration close to live ticket work.
MergeYard appears in the Zendesk top bar and ticket sidebar so teams can coordinate around active tickets without losing support context.
How teams start
Start with the MergeYard preview while Marketplace review is in progress.
Before the public Marketplace listing is live, Zendesk teams can join the MergeYard preview. After approval, teams will be able to install MergeYard directly from the Zendesk Marketplace.
Product overview
What MergeYard adds to Zendesk Support
MergeYard gives support teams an internal collaboration layer built around ticket work, shared operations, and escalations inside Zendesk.
Ticket-linked discussions
Start internal discussions that stay connected to the ticket your agent is actively handling.
Team channels
Give support teams shared channels for queues, recurring issues, launches, and cross-functional coordination.
Direct messages
Reach the right teammate quickly when a private internal conversation is the fastest path to an answer.
Threads
Keep follow-up questions, detailed replies, and decisions organized around the issue being discussed.
Calls
Start or join calls inside MergeYard when a support conversation needs to move faster than text.
Escalation spaces
Pull in specialists, support leads, or adjacent teams while preserving the context around the escalation.
Decision history
Keep internal decision history tied to support work so agents can see what happened and why.
Why teams use MergeYard
Built around support coordination, not generic chat.
MergeYard is meant to complement Zendesk Support by giving teams a dedicated internal collaboration layer around tickets, teams, and escalations.
01
Keep customer context in Zendesk while internal collaboration stays close to the ticket.
02
Reduce scattered Slack and side-channel follow-ups that are hard to reconcile later.
03
Give agents a dedicated internal collaboration space built around support work.
04
Preserve support-specific internal discussion context across escalations and handoffs.
05
Help teams coordinate escalations without leaving the Zendesk workflow.
Reviewer-facing data summary
Data accessed and why
The current app is designed to access only the Zendesk context needed to connect the right workspace, agent, and ticket to the corresponding MergeYard collaboration flow.
Zendesk subdomain and workspace context
Used to connect the correct Zendesk workspace to the correct MergeYard workspace and sign-in path.
Authenticated Zendesk user identity
Used to identify the signed-in agent and apply workspace access and approval rules.
Ticket ID
Used to create, join, and reopen the correct ticket-linked discussion inside MergeYard.
Limited ticket context
The current ticket-sidebar flow reads the ticket subject so agents can recognize the ticket-linked discussion they are entering.
App configuration and workspace settings
Used to manage installation, workspace mapping, seats, approvals, and collaboration settings.
MergeYard collaboration content
Channels, messages, threads, direct messages, call metadata, and ticket-linked discussions are stored so teams can collaborate inside the product.
The current ticket-sidebar flow reads the Zendesk ticket ID and ticket subject to create and label the ticket-linked discussion. It does not rely on the full ticket body or requester identity for that linked-discussion step.
Installation
Reviewer and admin install path
MergeYard installs into Zendesk Support and appears in the top bar, ticket sidebar, and supporting background app location defined by the Zendesk app package.
Open install guideSecurity and privacy
Conservative reviewer-facing disclosure
The public security, privacy, terms, and subprocessor pages describe the current MergeYard app and the current public vendor inventory without overclaiming certifications or scale.
Review security detailsPricing and pilot review
Pricing will follow the Marketplace launch path
Pricing will be available through the Zendesk Marketplace or through direct workspace review. For procurement or pilot questions, contact support@mergeyard.com.
Eligible workspaces may be able to start with a Marketplace trial when available.