Marketplace Apps Support: Common Issues, Solutions, and FAQs

I just downloaded an app and cannot see the app in the navigation bar on the left. 

It's possible that the problem is related to the app's settings in the Admin Center. Many apps support role-based and group-based access restrictions, which can limit who can use or configure them.

1. Check Role Restrictions

Some apps require specific admin roles to be granted access. To ensure proper access:

• Confirm that the necessary roles are assigned to your account.

• It's recommended to include both the Admin and Billing Admin roles for full access.

2. Check Group Restrictions

If group-based access control is enabled:

• Make sure the appropriate groups have been added to the app.

• Verify that your account (as an Admin or Billing Admin) is a member of one of those groups.

Updating these settings can typically resolve most access-related issues. If the problem persists, reach out to us via our contact form.

I purchased an app a long time ago and cannot see it in my instance anymore.

It can sometimes happy that you can not see your Zendesk app in your instance anymore, even though you purchased it quite some time ago.. To troubleshoot this issue, please follow these steps:

1. Disable (but do not uninstall) the app in your admin center.
2. Clear your cache.
3. Re-enable the app and check if it appears.

If the app is still missing, please provide us with a screenshot of your console log by following these steps:

• Press F12 or right-click and select Inspect.
• Navigate to the Console tab.
• Take a screenshot of the content and send it to us via our contact form.

Other reasons why you can't see your Leafworks app(s).

If you can exclude both issues describes here and here, There could be an issues with your browser or browser extension. I can happen that a browser extension is interfering with Zendesk. 

• Open Zendesk in a different browser and check if the app appears there. If it does, the issue may be browser-related.

• Open Zendesk in an incognito/private browser window. If the app appears there, it's likely being blocked by a browser extension.

  • In that case, disable all browser extensions and refresh Zendesk in your regular browser window. If the app loads, re-enable extensions one by one until the issue reoccurs. This will help you identify the extension causing the problem.

If the app is still not visible, please provide us with a screenshot of your console log by following these steps:

• Press F12 or right-click and select Inspect.
• Navigate to the Console tab.
• Take a screenshot of the content and send it to us via our contact form.

How can I make a feature request?

We're glad you're using our apps and always appreciate your feedback.
If you have a feature request, feel free to reach out submit the request via our contact form.

When submitting a request, please include a brief description of the feature you're looking for. If possible, attaching a mock-up or screenshot can help us better understand the context. This allows us to more accurately assess the priority and determine the next steps.

How and where is my data stored?

We do not have access to your company nor clients data, as our apps purely run on Zendesk. We will not process any of your data and are fully GDPR compliant.