MergeYard Chat

MergeYard Chat helps Zendesk Support teams collaborate around tickets without losing the internal decision trail.

MergeYard is built for support teams that already work in Zendesk Support. The app gives agents a dedicated internal collaboration layer for ticket-linked discussions, team channels, direct messages, threads, escalation spaces, and quick call handoffs when enabled.

Support teams use MergeYard Chat to:

• Start an internal discussion connected to a Zendesk ticket

• Ask teammates for help without moving the work into disconnected side channels

• Keep escalation context, decisions, and handoffs connected to the support workflow

• Use channels, DMs, and threads for support-team coordination

• Preserve the internal reasoning behind complex ticket resolutions

MergeYard Chat is not a replacement for Zendesk Support, Slack, Teams, or Zoom. It is designed to complement Zendesk by keeping internal support collaboration closer to the tickets agents are already working on.

Data accessed and used:

MergeYard Chat uses Zendesk workspace context, authenticated agent identity, ticket ID, and limited ticket context such as the ticket subject when needed to create, reopen, and label the correct ticket-linked discussion. MergeYard also stores collaboration content created by users inside the product, including channels, messages, threads, direct messages, ticket-linked discussions, membership state, workspace configuration, and call metadata where applicable.

MergeYard never accepts or uses a customer's Zendesk API token, password, or customer-owned OAuth client. Server-side Zendesk access uses MergeYard's registered global OAuth client.

For security, privacy, subprocessors, support, and data-handling details, review the public MergeYard Security, Privacy Policy, Terms, and Subprocessors pages.