Internal collaboration for
Zendesk Support teams
MergeYard Chat gives agents a dedicated internal collaboration layer around tickets, teams, and escalations inside the Zendesk workspace.
Built to complement Zendesk workflows
MergeYard is not a replacement for Zendesk, Slack, Teams, or Zoom. It is ticket-native collaboration inside Zendesk Support, designed to keep ticket context with the work.
Zendesk Support app
Keep internal collaboration close to live ticket work.
MergeYard Chat appears in the Zendesk top bar and ticket sidebar so teams can coordinate around active tickets without losing support context.
How teams start
Zendesk Marketplace setup path.
MergeYard Chat is built for Zendesk Support teams and is designed to be set up through Zendesk Marketplace. Open the Zendesk Marketplace or review the Marketplace setup page to understand the Zendesk admin setup path.
Pricing and packaging
$5 per Zendesk agent/month
MergeYard Chat is priced at $5 per Zendesk agent/month through Zendesk Marketplace. Core ticket-native collaboration is included. Audio/video handoffs are designed for quick ticket escalations and include fair-use limits: 20 pooled call minutes per paid agent/month, up to 4 participants per call, and a 30-minute maximum call duration.
Product overview
What MergeYard Chat adds to Zendesk Support
MergeYard Chat 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.
Call workflows
When enabled for a workspace, move a support discussion into a faster live conversation.
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 Chat 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.
Data access 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 Marketplace setup, 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.
Marketplace setup
Admin setup path
MergeYard is designed for Zendesk Support and uses the top bar, ticket sidebar, and supporting background app locations defined by the Zendesk app package.
Open Marketplace setupSecurity and privacy
Conservative security 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 enterprise review
Pricing runs through Zendesk Marketplace
MergeYard Chat is a paid Zendesk Marketplace app. The active Marketplace listing is the source of truth for current price, subscription details, and billing terms. For procurement or enterprise review questions, contact support@mergeyard.com.