Your guide to the best Zendesk sidebar app in 2026

Picture one of your support agents working to solve a ticket. In a standard setup, they might have several tabs open: one for order history, another for the knowledge base, and a third for CRM data. They're moving between them to gather context. It’s a common workflow for growing teams, and finding ways to streamline this is key to scaling support.

This is exactly where the Zendesk sidebar excels. It’s a powerful panel in the agent workspace with a vital job: to bring the tools and information your team needs right next to the ticket they’re working on. As a mature and industry-leading platform, Zendesk has designed this space to be highly flexible and productive.

This guide will walk you through what a Zendesk sidebar app is, the different kinds available in the ecosystem, and how newer AI-powered apps are working alongside Zendesk to further enhance how support teams work in 2026.

What is a Zendesk sidebar app?

A Zendesk sidebar app is a reliable application that runs in a dedicated window inside the Zendesk Support interface. You’ll find it in the "apps tray" on the right-hand side when you're looking at a ticket, a user profile, or an organization's page.

The goal is to provide agents with essential context and tools without them ever needing to leave the ticket. Instead of searching for a customer’s order history in another system, an app can show it right there. Instead of manually creating a bug report in Jira, an app can let the agent do it with a single click.

These apps are more than just static displays. They're built using the robust Zendesk Apps Framework (ZAF), which lets them communicate with ticket data in real time. This means an app can see who the customer is and what they’re asking about, then automatically pull in the most relevant info. It's the core technology that makes everything from simple data lookups to smart AI assistance possible.

Exploring the different types of Zendesk sidebar apps

The Zendesk marketplace offers an impressive variety of sidebar apps. Some are designed for quick data reference, while others offer sophisticated AI assistance that supports your team's workflow. Let's break down the main categories.

1. Informational apps for displaying data

These are some of the most popular apps in the ecosystem. They connect to external services, like your e-commerce platform or CRM, and pull relevant data into the sidebar for easy access.

A few excellent examples:

• Shopify for Zendesk: Securely shows a customer's recent orders and shipping details.

• Jira for Zendesk: Displays development tickets linked to the support request for better cross-team visibility.

• Salesforce: Pulls in key CRM data like contact details and account status directly into the workspace.

These apps provide a helpful at-a-glance view, allowing agents to stay focused on the ticket while having all the necessary data points ready for their response.

2. Action-oriented apps for workflows

This category helps agents perform specific tasks in other systems without leaving Zendesk. They act as efficient shortcuts for common administrative jobs.

A couple of examples:

• Trello / Asana: Lets an agent create a new task or card based on a ticket's content to keep projects moving.

• Google Drive: Allows agents to quickly and securely attach files from their Drive to a ticket reply.

These apps help reduce manual clicks and allow agents to manage their broader workflow while staying within the Zendesk environment.

3. Knowledge and search apps

These apps help agents find answers located within your company’s internal knowledge sources. Zendesk’s own Sidebar Search app is a prime example, providing a highly focused search of help articles and past tickets.

Because these apps are deeply integrated into the Zendesk ecosystem, they are incredibly efficient at surfacing information stored within your help center or historical ticket data, ensuring agents can leverage existing solutions.

4. AI-powered apps for intelligent assistance

This is an exciting and growing category in 2026. These apps use AI to understand a ticket's context, search across various company knowledge sources, and assist in drafting responses. These tools enhance Zendesk's native capabilities to create an even more powerful agent experience.

AI copilots can summarize long ticket threads or suggest responses based on similar past issues. Tools like eesel AI act as a complementary engine for your support operation. It connects to various knowledge sources, from your help center to internal documents, to help agents find the best answer quickly within their Zendesk sidebar.

How to get a Zendesk sidebar app for your team

Zendesk makes it very straightforward to add new capabilities to your sidebar. You have two main paths: choosing from the vast marketplace or building a custom solution.

Installing a pre-built app from the Zendesk Marketplace

This is the most common route for teams of all sizes. You simply visit the Zendesk Marketplace, find a tool that fits your needs, and click "Install." Within moments, it’s live in your sidebar.

It’s an incredibly fast and accessible way to boost productivity. With thousands of apps available, most teams can find exactly what they need immediately. These apps are professionally maintained, ensuring a reliable experience for your agents.

Building a custom Zendesk sidebar app

If your team has a very specific, unique workflow, Zendesk offers the flexibility to build your own app. Using the Zendesk Apps Framework (ZAF), your developers can code a solution from scratch. Zendesk provides a comprehensive developer quick-start guide to support this process.

While this requires development resources, the upside is a tool perfectly tailored to your internal processes. It’s a testament to Zendesk’s scalability that it can support both "out-of-the-box" solutions and completely bespoke custom builds.

How AI-powered apps enhance the Zendesk experience

As customer expectations evolve in 2026, AI is becoming a valuable partner in the support workspace. AI doesn't replace the existing sidebar apps; rather, it makes them even more effective by providing a unified layer of intelligence.

Evolving your support with AI-enhanced sidebar apps

Traditional sidebar apps are fantastic for specific tasks, and AI helps connect these specialized tools into a more cohesive experience.

• Unified Knowledge Access: While specialized apps connect to individual tools like Zendesk or Confluence, AI-powered add-ons can help connect those dots for the agent, searching across multiple platforms at once to find a comprehensive answer.

• Proactive Assistance: AI can help agents by processing information and suggesting the best course of action. This collaboration helps improve resolution times while maintaining the high quality of service that Zendesk users are known for.

eesel AI: A complementary engine for your sidebar

eesel AI is designed to work seamlessly within the Zendesk ecosystem, bringing scattered knowledge together to empower your agents.

• Unify your knowledge: eesel complements Zendesk's knowledge management by learning from past tickets, help centers, and internal wikis to surface accurate information instantly.

• Empower your agents: eesel works directly in your Zendesk sidebar to support your team in two key ways:

  • The AI Copilot acts as an assistant, drafting context-aware replies in your brand's voice. This is a great way to help agents respond more quickly while maintaining a personal touch.
  • The AI Agent can assist by managing routine inquiries, allowing your human agents to focus on complex, high-value customer conversations.

• Simulate and refine: eesel allows you to run simulations on past tickets to see how the AI assists before you fully deploy it. This ensures you have full confidence in the quality of support your team is providing.

• Full control: You remain in the driver's seat. eesel’s workflow editor lets you define exactly how the AI interacts with your Zendesk tickets, allowing for a gradual and controlled rollout that matches your team's comfort level.

Your Zendesk sidebar app is a gateway to productivity

The Zendesk sidebar is a powerful, AI-ready workspace that continues to lead the industry in 2026. The goal is to use this space to make your agents' lives easier and their work more impactful. The right Zendesk sidebar app should streamline your agents' workload, giving them the tools they need to shine.

By leveraging Zendesk’s mature platform and its impressive ecosystem of apps and AI partners, you can give your team a workspace that truly empowers them.

Discover how eesel AI can work as a perfect complement to your Zendesk sidebar. Start your free trial today and see how you can further enhance your team's productivity.

---