Navigating the Marketplace: Guided tour

Navigating the Marketplace: Guided tour

Marketplace is a centralized hub where users can find Zoho and third-party applications to integrate with their Desk account to manage various business processes. From Marketplace admins can search, install, and manage the installed extensions. 

Permission Required
Users with the Manage Marketplace permission in their profile can access, install, and uninstall extensions, including the Extensions starter pack option.
Check Feature Availability and Limits

Accessing Marketplace from home page 

The Marketplace icon (  ) is located on the top band allows users a quick and easy access to the hub.

Upon clicking the icon, a carousel displays a variety of options for the users to perform actions such as 

  1. Access all agent productivity apps: Explore and access prebuilt Zoho extensions like Customer Insights, Parent-child ticketing, Print Tickets, and more directly from the carousel interface.

  2. Connect to favorite apps: Seamlessly connect with the most installed third-party extensions such as Teamviewer, Slack, Jira, YouTube, and more directly without navigating to the marketplace page.

  3. Build your own extension: Administrators can access the developer space directly to create custom extensions tailored to their specific requirements. Read more.

Note:  The carousel image will appear only the first time the marketplace icon is clicked from the topband.

In the Tickets module, users can find placeholders that display extensions relevant to various ticket management activities. These extensions appear at different places on the tickets detail page for convenience, and it can be installed right from the placeholder.  

Note: Agents can enable or disable the extension starter pack by navigating to the Setup > Marketplace > All > Installed Extensions > Manage Extensions. Note, this will be enabled by default. Once enabled, users can view recommended extensions in their respective locations as designated placeholders.

  1. Customer insights extension: This provides real-time insights on the number of tickets that are received, response and resolution times, and their happiness rating percentage. Users can locate it from the placeholder in the ticket's detail view, within the eyebar. Users can install the extension by clicking on the Install button. Upon clicking, they will be automatically redirected to the installation page. Learn more about the customer insights extension. 

  2. Ticket insights for zoho desk extension: This extension provides information on each ticket like the number of responses sent and received, comments that were added, and average handling time. It can be accessed by clicking the marketplace icon in the top right corner of the ticket's detail view. Upon clicking the install button, users will be automatically redirected to the installation page. Learn more about the ticket insights extension.

  3. Print tickets for zoho desk extension: This enables users to print a ticket with or without the private conversations. It can be found by clicking the more icon in the ticket's detail view and selecting Print. Learn more about the print tickets extension. 

  4. Geolocation extension: It allows admins to find the current location of agents on Google Maps and assign them tickets based on their proximity from the customer. It is accessible in both the ticket's detail view subtab and from the topband. Learn more about the gelocation extension.

  5. My followed tickets extension: The extension lists the tickets that an admin or agent follows in Zoho Desk. It is available in the topband from where it can be installed. Learn more about the my followed tickets extension. 

  6. Checklist extension It helps prioritize work-related tasks and maintain an organized workflow. Positioned in the bottom band, users can click the Install button to be directly redirected to the installation page. Learn more about the checklist extension

Exploring the Marketplace home page

The Marketplace home page is a library of applications that users can install to amplify their business processes. To navigate to the Desk Marketplace home page, go to Setup > Marketplace > All

The section is divided into All extensions and Installed extensions. Users can search the desired apps using filters. 


1. Category-based : Business specific categories help users spot the apps relevant to their processes. Some of the categories are customer service, ecommerce, finance, analytics and more 

2. Edition, price, and rating based: Search can be further refined by selecting the edition, pricing preferences (free or paid), and customer rating. This allows to pick the popular, budget-friendly, edition specific apps. 


3. Deployment based: Users can choose deployment types like, 


  • Zoho platform - Zoho Platform contains extensions developed within the Zoho Marketplace framework, denoted as "Install" within the marketplace. 
  • Built-in integration - Built-in integrations, developed internally by Zoho and directly integrated into the system, are labeled as "Activate." 
  • API-built integrations - API-built integrations, originating from third-party service platforms and featured in our marketplace, are identified as "Visit Website" for users to explore further.


Installed extensions can be filtered using predefined categories like, 


  • Installed Extensions - Users can view a list of currently installed extensions.
  • My Installed Extensions - Enables users to review the extensions that are currently installed by them.
  • Pending configuration and updates - Users can review pending configurations and updates for extensions.
  • Active and inactive extensions - Provides a display of extensions currently in use and those that are inactive.


Managing installed extensions 


Users with Manage extension permission can access and perform the following actions,


  • Enable or disable the Extensions Starter Pack option. It is enabled by default, and users can disable it if required. Once enabled, users can view recommended extensions in their respective locations as designated placeholders.
  • Drag and drop to reorder the extensions in the placeholders.

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