What apps does the Universal Toolkit contain?

The Universal Toolkit by Leafworks includes 7 powerful Zendesk apps designed to address real-world B2B and B2C use cases, especially those where Zendesk’s native features fall short. Whether you operate in a fast-paced B2C support team or handle complex B2B workflows, this toolkit empowers your agents to stay organized, automate routine tasks, and collaborate efficiently, all within Zendesk.

Built from a decade of hands-on experience across hundreds of Zendesk implementations, the Leafworks apps are engineered to integrate seamlessly with your workflows.

Why does the bundle make more sense than individual apps?

💰 Cost-effective: Save up to 50% compared to buying each app separately. Just $9 per agent/month.

🔒 Privacy-first: All apps are 100% UI-based — we never access your data.

✅ Fully GDPR-compliant

🔧 Low maintenance & scalable

🛠️ Includes technical support and regular updates

Apps Included in the Toolkit

Attachments Manager

The app is suitable for companies which deal with many attachments in a ticket. Especially useful for teams who only need to view the attachments without downloading them immediately.

Why is the app powerful? 

• 📂 Instant preview: View attachments inside Zendesk without downloading them.
• 🗂️ Smart categorization: Automatically sort and group attachments for better clarity.
• 📩 Side Conversations support: Access and view attachments from Side Conversations without needing to download.
• 🪮 Declutter your interface: Archive unnecessary files into a dedicated "Archived" category.

Side Tickets (Premium)

The Side Ticket app can be seen as an enhancement of Zendesk Side Conversations. The app is mainly used by support teams which are in communication with different departments or third service parties in order to solve a ticket.

Why is the app so powerful?

• 👥 Independent requesters: Assign different requesters to child tickets—unlike Zendesk Side Conversations.
• ✍️ Flexible messaging: Forward and edit messages with public or internal visibility, and include attachments.
• ⚙️ Custom templates: Quickly create one or multiple child tickets using templates that copy ticket field values and set assignee, group, requester, etc.
• 🧾 Signature support: Add professional email signatures to Side Ticket messages.
• 🎛️ Greater control: Child tickets act like regular tickets, giving you access to the full range of Zendesk ticket properties.
  
   

Conditional fields

This app hides unnecessary fields across Tickets, Users, Organizations pages, and Help Center forms, revealing only what matters to agents. It can be used for international and multilingual teams with many ticket field options and who want a sleek Zendesk interface.

Why is the app so powerful? 

• 🌐 Supports multilingual workflows: Show fields based on language, region, or ticket type.
• 👁️‍🗨️ Flexible field logic: Set conditions for when fields appear on Tickets, Users, Organizations, and Help Center forms.
• 🧹 Declutter Zendesk: Reduce cognitive load for agents and customers by hiding irrelevant fields.
• 🔄 Works with other apps: Fully compatible with other Leafworks apps like Side Tickets Premium.

Deeplinks Plus

The app is perfect for teams who want direct access to their CRM/ERP system (must be a deeplink capable system). Since a deeplink can be any URL, it can be used in any company where agents need to leave the Zendesk environment to solve the ticket. You could link Google Sheets Links, Tracking links, Webshops .. any external link basically. 

Why is the app so powerful?

• 🔗 One-click links: Create clickable links to external systems using custom placeholders.
• 🔄 Universal compatibility: Works with any URL, not just CRM or ERP tools.
• 💰 Save on custom integrations: Avoid building expensive middleware for simple linking needs.
• 🧩 Highly customizable: Tailor the deeplinks based on ticket data and agent needs.

Alert Wrong user

This app helps support teams to get alerted or should be prevented from changing assignees or requester information. The agent would receive an alert when changing assignees or requesters into the wrong internal teams or the wrong email domains. 

Why is the app so powerful?

• 🚫 Prevent info leakage: Forbid setting a public customer as a requester on an internal ticket.
• ⚠️ Smart alerts: Notify agents before they assign a ticket to the wrong team or email domain.
• 🛡️ Regex-powered control: Use regular expressions to define restricted domains or user types.
• 🧑‍💼 Protect API users: Block assignment to users reserved for API functions.

Regex example for a specific domain: ^\\w+([\\.-]?\\w+)*@forbidden\\.domain$

Related tickets

This app is suitable for teams that receive multiple tickets from the same requester or company and want to make sure to display these tickets together.

Why is the app so powerful?

• 🔍 See related tickets instantly: Link tickets based on shared values like requester, brand, subject, or custom fields.
• 📊 Better ticket management: Track multiple inquiries from the same source with ease.
• 👁️ Customizable linking: Define what “related” means for your team’s workflows.

Ticket Manager Plus

Any team that has tickets that include many different requests, which could simply be treated as different tickets. Also suitable for teams with a lot of (internal) communication in a ticket. 

Why is the app so powerful?

• ✂️ Split comments into new tickets: Route parts of a ticket to different departments without losing context.
• 🔄 Merge tickets for visibility: Combine relevant updates from separate tickets into one comprehensive thread.
• 🕓 Access ticket history: View full context from both solved and unsolved tickets to accelerate resolution.

Need help?

If you have any questions or suggestions related to this app, please get in touch with us at app-support@leafworks.de or via our contact form.