Assembled App for Zendesk – Assembled

Plans and permissions:

Use Copilot in the ticket sidebar: Copilot, billed separately
Use the app in Zendesk: Any role
Create the API key for the app: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys
Mark the app as installed in Assembled: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
Installing the app in Zendesk needs a Zendesk admin.
People with the Basic role see My schedule, but not My team.

Use the Assembled App for Zendesk to show team members their schedule while they work in Zendesk, remind them about upcoming events, and tell them when their schedule changes. The app also tracks what your team is doing in Zendesk, which you can use for more accurate adherence, and it’s where support team members use Copilot if your company has it. This app is for Zendesk only.

A Zendesk admin installs the app from the Assembled listing in the Zendesk Marketplace. Team members then open it from the Zendesk top bar or the ticket sidebar.

Note: The app needs your team to already use Assembled for schedules. You don’t need it for the Zendesk integration’s ticket volume, forecasts, and metrics: see Zendesk Support integration.

How the app works

The app appears in the Zendesk top bar and in the ticket sidebar. If you have other Zendesk apps, the order depends on how your Zendesk admin set them up.
My schedule shows your events for one day, in your time zone. My team shows who else is scheduled in the next hour.
If your company uses Copilot and you have access to it, the ticket sidebar shows Copilot instead of your schedule. Your schedule is still in the top bar.
Zendesk shows an alert five minutes before each event starts, and another when your schedule changes.
The red line that marks the current time is placed when the schedule loads. It doesn’t move while the app stays open, so after a while it shows an earlier time than the actual time. To update it, refresh the schedule.
The app uses your Assembled sign-in, and needs third-party cookies for Zendesk and Assembled. If you’re already signed in to Assembled in another tab, the app opens without asking you to sign in.
With adherence tracking turned on, the app records whether each team member is on a ticket, elsewhere in Zendesk, or away from Zendesk. Keep Zendesk open in only one browser tab so this stays accurate. See Zendesk time tracking.

Install the app

The steps in Zendesk can change when Zendesk updates its admin pages.

In Assembled, go to Configure > Assembled API and select Create API key.
Enter a Name that says what the key is for, such as Zendesk app, and select Create key.
Select Copy to clipboard. You can’t view the key again after you close the window.
In a separate tab, open the Assembled listing in the Zendesk Marketplace and select Install.
Paste the API key into the apiToken field.
To limit the app to certain Zendesk roles or groups, select them. To give the app to everyone with a Zendesk agent seat, leave these options empty.
Select Install.
Back in Assembled, go to Configure > Third-party integrations, select Edit settings on the Assembled App for Zendesk card, select I’ve installed Assembled’s Zendesk app, and select Save.

The API keys page under Configure > Assembled API, with the Create API key button and two example keys

The Assembled app install page in the Zendesk Marketplace, with the apiToken field and the role and group restriction options

Team members can now open Assembled from the Zendesk top bar and the ticket sidebar. The Assembled App for Zendesk card shows App installed: Yes. To use the app for adherence, also turn on Use the app for accurate adherence calculations: see Zendesk time tracking.

Open your schedule in Zendesk

In Zendesk, select the Assembled icon in the top bar, or open the Assembled app in a ticket’s sidebar.
If you see Welcome to Assembled, select Sign in and sign in to Assembled.
On My schedule, choose a date to see that day’s events. To see your schedule in Assembled, select View in Assembled.
To see who else is working in the next hour, select My team.

A Zendesk ticket with the Assembled app open in the sidebar on My Schedule, and arrows pointing to the Assembled icon in the top bar and the app in the sidebar

If Sign in doesn’t open anything, or signing in to Assembled in another tab doesn’t carry over to Zendesk, see You can’t sign in to the app in Zendesk.

Refresh the current time line

To move the schedule’s current time line to the current time, do either of these:

Refresh the Zendesk page.
Close the Assembled app panel in Zendesk and open it again.

Either one reloads the schedule, and the line moves to the current time.

If the line still shows the wrong time after you refresh, chat with our team.

Troubleshooting

Selecting Sign in in the app might do nothing, or signing in to Assembled in another tab might not carry over to the app in Zendesk. This happens when your browser blocks third-party cookies for Zendesk and Assembled.

The app runs inside Zendesk, so your browser treats Assembled’s cookies there as third-party cookies. Assembled and Zendesk need them to share your sign-in. If your browser blocks them, you can’t sign in to the app, and the app can’t track your agent state either.

Cause	How to tell	What to do
Your browser blocks third-party cookies	Sign-in fails in every Zendesk tab, not only one. Your browser’s settings can block third-party cookies for every site.	Allow third-party cookies, for all sites or only for Assembled. For Safari or Firefox, see Allow third-party cookies in other browsers.
You’re in a private or incognito window	Open Zendesk in a normal window and sign in to the app. With this cause, sign-in works in a normal window.	Use a normal window. Private and incognito windows can block third-party cookies, and Chrome’s Incognito mode blocks them, so you can’t sign in to the app there.
An extension or VPN blocks cookies	Turn off the extension or VPN and sign in to the app again. With this cause, sign-in works with the extension or VPN turned off.	Allow cookies for Zendesk and Assembled in the extension or VPN, or ask your IT team to.

If it still doesn’t work, chat with our team and include your browser and its version, whether you can sign in to Assembled itself in a normal browser tab, a screenshot of the Assembled app in Zendesk after you select Sign in, and what you’ve already tried.

Allow third-party cookies in Google Chrome

In Chrome, go to Settings > Privacy and security > Third-party cookies.
Select Allow third-party cookies.
Go back to Privacy and security and select Delete browsing data.
Select Cookies and other site data and Cached images and files, then delete them.
Sign in to Zendesk and Assembled again.

Chrome’s Third-party cookies settings, with Allow third-party cookies selected and the Sites allowed to use third-party cookies list below

Allow third-party cookies only for Assembled in Google Chrome

If your company’s security rules don’t allow third-party cookies for every site, allow them only for Assembled.

In Chrome, go to Settings > Privacy and security > Third-party cookies.
Under Sites allowed to use third-party cookies, select Add.
Enter [*.]assembledhq.com and add it.
Sign in to Zendesk and Assembled again.

Allow third-party cookies in other browsers

Safari: see Apple’s Manage cookies and website data in Safari, and clear Prevent cross-site tracking.
Firefox: see Mozilla’s Cookie settings.