7 of Zendesk's own apps stop working on October 21. Here is what replaces each one.

Jay Biros

Founder

jay-biros

October 8, 2026

4 min read

Zendesk

Zendesk announced the removal in April and ended support on June 30. Most of the 7 apps map to native Zendesk features, though some depend on your plan. 2 point to App Builder or the API, and Assignment Control maps to Enterprise settings.

Last updated October 9, 2026. Verified against Zendesk's own announcement October 8, 2026.

Smart Instinct is a helpdesk implementation and AI agent setup agency and a Zendesk Advanced Partner. This change is small and easy to miss.

What is changing, and when?

Zendesk announced on April 7, 2026 that it is discontinuing 7 of its own apps. The apps came off the Zendesk Marketplace that day and support ended June 30, 2026. They stop functioning on October 21, 2026. Zendesk's stated reason is that the capabilities now live in Agent Workspace and the apps had low usage. Low usage isn't no usage, though. If your team is part of the low, this post is for you.

The 7 apps are:

Print Ticket History
Project Management
Sidebar Search
Assignment Control
iFrame
Attachment Manager
Proactive Tickets

What does Zendesk say to use instead?

Zendesk lists a replacement for each app. 4 of them map to native features:

Sidebar Search: global search. Zendesk describes Sidebar Search as a mini version of global search with full parity, and points to the Advanced Search app if you want extra search operators and exports.
Project Management: side conversations.
Print Ticket History: the print ticket option in Agent Workspace, plus the Incremental exports API if you need to export data and build a PDF. Zendesk notes that bulk printing is not currently supported.
Attachment Manager: native attachment settings, including redaction options and supported file types.

3 of them need someone to build or reconfigure something. This is the part that doesn't fit in an afternoon.

For Proactive Tickets, Zendesk says it does not currently include native bulk-ticketing tools, so the options are the bulk-create tickets API or a custom app built with App Builder. iFrame gets rebuilt with App Builder. Assignment Control moves to private ticket groups and role restrictions, or to removing agents from older groups so they stop appearing as assignable, and Zendesk also publishes an App Builder recipe for it.

Check your plan first. Zendesk notes that some customers may need to upgrade: App Builder is on Suite and Support Professional and above, and private ticket groups are on Enterprise. Side conversations need Customer Service Suite Professional or above, or the Collaboration add-on.

Is there a Marketplace app where native falls short?

For 3 of the 7, native is the answer. The one gap is the old reusable attachment library, which has no replacement.

Sidebar Search: global search. Zendesk says it offers full parity.
Attachment Manager: configure redaction and supported file types in your native attachment settings.
Assignment Control: configure private ticket groups on Enterprise with role restrictions, or use Zendesk's App Builder recipe.
Print Ticket History: the print ticket option handles one ticket at a time. For bulk PDF export, Ticket PDF Download searches tickets and downloads them as one PDF or a ZIP.
Project Management: side conversations on Customer Service Suite Professional, Enterprise, or Enterprise Plus; Employee Service Suite Growth, Professional, Enterprise, or Enterprise Plus; or Support with Collaboration add-on. On other plans, Tasks and Subtickets links child tickets to a parent without side conversations.
iFrame: rebuild it with App Builder. If you'd rather not build anything, Smart iFrame embeds a web page in the ticket sidebar.
Proactive Tickets: the bulk-create tickets API or an App Builder app. For bulk sends without a build, Proactive Campaigns sends email or SMS campaigns to Zendesk user segments. When another system should trigger the ticket, Zapier can create it. Smart Instinct is a Zapier Solution Partner and earns a referral commission from Zapier.

We don't receive anything from the makers of the Marketplace apps named here.

Test any app on a few tickets first.

Who does this affect, and who does it not?

This affects you if:

Any of the 7 apps is installed in your Zendesk Support account, even if you think nobody uses it, including Proactive Tickets for outbound or bulk messages.
Your macros or onboarding docs tell agents to open one of these apps.

This does not affect you if:

None of the 7 apps is installed. Zendesk says accounts with an affected app installed get an email asking them to uninstall it.
You only use Marketplace apps built by other developers. Zendesk's announcement lists only the 7 apps above and does not mention apps from other developers.

What should you check this week?

In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps, and look for the 7 names above.
For each one you find, pick the replacement from the list above and test it before October 21.
Search your macros and internal articles for the app names.
If you rely on Proactive Tickets or iFrame, scope the App Builder or API work. It's the only item on the list you can't solve by turning something on.

FAQ

When do Zendesk's own apps stop working?

October 21, 2026, according to Zendesk's announcement. Support ended June 30, 2026.

Which Zendesk apps are being discontinued?

Print Ticket History, Project Management, Sidebar Search, Assignment Control, iFrame, Attachment Manager and Proactive Tickets.

What replaces the Zendesk Sidebar Search app?

Global search. Zendesk says it offers full parity, and the Advanced Search app adds more search operators and exports.

Is there a native replacement for Proactive Tickets?

Not currently. Zendesk points to the bulk-create tickets API or a custom app built with App Builder.

Do I need a Marketplace app to replace these apps?

Usually not. Native features cover most of them. An app helps where native falls short, for example bulk PDF export of tickets, which Zendesk's print option doesn't do.