Installing the Brij Customers app in Zendesk Support

This article explains how to install and configure the Brij Customers private app in your Zendesk Support instance. Once installed, the app gives your support agents quick access to Brij customer registration data directly within a Zendesk ticket, as seen in the screenshot below.

Use Cases

• Faster support resolution: Agents can view a customer's Brij registration data — including product warranty status — without leaving the Zendesk ticket view.
• Verified ownership confirmation: Quickly confirm that a customer who submitted a support ticket has registered the product they're writing in about and see the receipt upload if one exists.
• Reduced context switching: No need to log into the Brij dashboard separately to look up a customer — data surfaces right in the support sidebar.

Prerequisites

• Admin access to your Zendesk instance
• Brij API Key (the Brij API may not be enabled on your account if you don't see the API creation tool in your Brij account settings)
• The Brij app .zip file (provided by your Brij account manager)
• Your Brij API Base URL (provided by your Brij account manager)

Step 1: Access Apps & Integrations in Zendesk

To install the app, navigate to your Zendesk Admin Center.

1. Click the Apps and integrations icon in the left sidebar (it looks like a grid of dots).
2. Under Apps, select Zendesk Support apps.
3. In the top right corner, click Upload private app.

Step 2: Upload the App File

1. In the dialog that appears, give your app a name. You can call it anything you like — for example, "Brij Customers".
2. Click Choose file and select the .zip file provided by your Brij account manager.
3. Click Upload to proceed.

Step 3: Configure the App

After uploading, Zendesk will prompt you to configure the app settings before installation is complete.

1. In the Title field, enter a name for the app (e.g., "Brij Customers"). This is what will appear in your Zendesk sidebar and can be any name that makes sense for your team to understand what it does.
2. In the Brij API Base URL field, enter the URL provided by your Brij account manager. This connects the app to your brand's Brij account. 
3. Click Install.

Step 4: Set App Permissions (Optional)

Zendesk allows you to restrict which agents or groups can see the app. This is useful if some of your Zendesk users should not have access to customer PII.

1. In the app settings, look for the Role restrictions or Group restrictions options.
2. Select the appropriate roles or groups that should have access to the Brij Customers app.
3. If all agents handling support tickets should see customer registration data, you can leave this unrestricted.

Step 5: Verify the Installation

1. Navigate to any open support ticket in Zendesk.
2. Look for the Brij Customers app in the right-hand sidebar.
3. The app should display the customer's Brij registration data, matched to the ticket requester's email address. If they don't have any registrations in Brij then no data will be shown for that customer.

Tips & Notes

Note: The app is installed as a private app, meaning it will not appear in the Zendesk Marketplace and is only available within your Zendesk instance.

Note: If you need to update the app in the future (e.g., when Brij releases a new version), you will follow the same upload process with the new .zip file.

FAQ

Where do I get the app .zip file?

The .zip file is provided directly by your Brij account manager. It is not available on the Zendesk Marketplace.

Where do I find my Brij API Base URL?

Your Brij API Base URL is provided by your Brij account manager during onboarding or when the app is first set up. Reach out to your account manager if you need this value.

What data does the app show in the Zendesk sidebar?

The app surfaces Brij customer registration data associated with the email address of the ticket requester. This may include product registrations, warranty information, and other data your brand has collected through a Brij survey module inside the registration.

Can I restrict which agents see the app?

Yes. Zendesk allows you to set role-based or group-based permissions on apps. During installation (or in app settings afterward), you can limit the app to specific agents or groups.

What if the app doesn't show any data for a customer?

If the app displays no data, it likely means the customer has not registered a product with your brand through Brij, or the email on their Zendesk ticket does not match their Brij registration email.

I need to update the app — what do I do?

Follow the same installation steps: go to Apps & Integrations → Zendesk Support apps → Upload private app, and upload the new .zip file provided by Brij. This will update the existing installation.