# Conclude Apps

> What a Conclude app is, what an activity is, how a template becomes an installed app with activities and conclusions, and where apps run.

Canonical HTML page: https://conclude.io/doc/apps/
Last updated: 2026-10-30

---

This chapter is for people who build or administer apps. If you only open and answer tickets, read the [Dashboard quickstart](https://conclude.io/quickstart/dashboard/) instead.

## What an app is

An app defines one kind of work. Install it in a Slack or Microsoft Teams channel, and the channel knows how to handle that work. In every other way it stays an ordinary channel.

An app can cover anything from a classic ticketing workflow to the everyday routines inside your company:

* a **support** app for cases from customers
* a **helpdesk** app for IT or facilities requests, such as a broken chair
* a **bug** or **incident** app for bug reports and incidents
* an **approval** app for contracts that need legal approval
* a **decision** app for decisions the team needs to make, from the first proposal to the final decision
* an **onboarding** app for new hires or new vendors

Every app starts from a **template**, a ready-made definition of one kind of work. You install a template in a channel and adapt it in the editor in the Dashboard. No code is needed, so anyone can build an app. An admin decides who may install apps. [Build an app without code](https://conclude.io/doc/apps/tutorial/) walks you through it.

![A template becomes an installed app in a channel, which creates four activities: two open, one with high severity and one concluded](https://conclude.io/images/doc/figures/f05-template-to-ticket.svg)

A template is an app definition that isn't installed in any channel. Conclude ships a set of templates, and your organization can create its own. See [Templates](https://conclude.io/doc/apps/templates/).

Each item of an app's work is an **activity**. In a support app, an activity is one customer case. In a decision app, it is one decision. People create an activity, work on it together and conclude it when the work is done.

**An activity is a ticket.** *Activity* is the more general term, and it fits work like approvals or onboarding better than *ticket* does. Technical docs and APIs refer to *activity*, while the Conclude user interface typically says *ticket*.

## Building blocks of an app

An app brings together four building blocks. You set each one in the editor in the Dashboard.

| Building block | What it defines | Where you set it |
|---|---|---|
| Attributes | The title, details, category and other information each activity stores | [Attributes tab](https://conclude.io/doc/apps/editor/attributes/) |
| Roles | The default assignee, who is invited to each activity, where alerts go and who can use the app | [Roles tab](https://conclude.io/doc/apps/editor/roles/) |
| Conversation | Where people discuss an activity, in a thread or in a channel of its own | [General tab](https://conclude.io/doc/apps/editor/general/) |
| Conclusion | The result of the work, saved with the activity when someone concludes it | [Attributes tab](https://conclude.io/doc/apps/editor/attributes/) |

The General tab also sets what the app calls its activities, such as *request* or *incident*. The Texts tab changes the labels and messages people see. To go further, add [automation](https://conclude.io/doc/apps/automation/), such as triggers, scripts and agents, or [integrations](https://conclude.io/doc/apps/integrations/) with email, web forms, Jira and Zendesk.

## Where apps run

Apps run in Slack, Microsoft Teams and the Dashboard. People open and work on activities in chat or in the Dashboard, where they appear as tickets. You also install, edit and monitor apps in the Dashboard.

An app can also run over a channel connection. With [Connected Apps](https://conclude.io/doc/connect/connected-apps/), an app installed in a connected channel also appears in the channel at the other end, so people on both sides work on the same activities.

## In this chapter

- [Build an app without code](https://conclude.io/doc/apps/tutorial/) takes you through building, installing and running a first app
- [Editor](https://conclude.io/doc/apps/editor/) has one page per tab, from [General](https://conclude.io/doc/apps/editor/general/) to [Expert](https://conclude.io/doc/apps/editor/expert/)
- [Lifecycle](https://conclude.io/doc/apps/lifecycle/) covers activity states and which event fires at each step
- [Automation](https://conclude.io/doc/apps/automation/) covers triggers, scripting and agents inside an app
- [Templates](https://conclude.io/doc/apps/templates/) covers the bundled templates and how to save your own
- [Example apps](https://conclude.io/doc/apps/patterns/) shows six kinds of work, the template each one starts from, and best practices for designing an app
- [Integrations](https://conclude.io/doc/apps/integrations/) covers email, web forms, Jira, Zendesk and lookup

YAML keys, defaults and limits are in the [reference](https://conclude.io/doc/reference/).

## Pages in this section

- [Build an app without code](https://conclude.io/doc/apps/tutorial/index.html.md): Install the Generic template, turn it into a facilities request app in the app editor, and handle a request from the Dashboard and Slack.
- [Email](https://conclude.io/doc/apps/integrations/email/index.html.md): How to give an app an email address, so that inbound messages become tickets, replies go back to the sender, and Conclude adds summaries and translations.
- [General](https://conclude.io/doc/apps/editor/general/index.html.md): The General tab of the app editor, where you set an app’s label, name, description, icon, the word for a ticket, thread or channel mode, and channel names.
- [Agents](https://conclude.io/doc/apps/editor/agents/index.html.md): How to add an organization agent to an app in the Agents tab, pick the triggers it answers, and set its mode in the app’s channel.
- [Web forms](https://conclude.io/doc/apps/integrations/web-form/index.html.md): How to create tickets from a form on your website with the web connector, map form fields to attributes, restrict domains, add reCAPTCHA and read the response.
- [Jira](https://conclude.io/doc/apps/integrations/jira/index.html.md): How an app syncs both ways with one Jira Cloud project, which fields and comments travel in each direction, and what the integration account does.
- [Roles](https://conclude.io/doc/apps/editor/roles/index.html.md): How the Roles tab sets the default owner of new tickets, who is invited to them, where alerts go, and who can use the app.
- [Attributes](https://conclude.io/doc/apps/editor/attributes/index.html.md): How to add, order, edit and remove an app’s fields in the Attributes tab, and how the severity settings on the same tab work.
- [Lifecycle](https://conclude.io/doc/apps/lifecycle/index.html.md): How a ticket moves from app install to open, pending and closed, which trigger event fires on each step, and how reopening works.
- [Zendesk](https://conclude.io/doc/apps/integrations/zendesk/index.html.md): How an app mirrors its tickets to Zendesk, what syncs in each direction, and why concluding a ticket sets it to solved rather than closed.
- [Automation](https://conclude.io/doc/apps/automation/index.html.md): How triggers, scripts and agents make an app react to ticket events, when to use each one, how conditions hold them back, and what stops loops.
- [Lookup endpoints](https://conclude.io/doc/apps/integrations/lookup/index.html.md): How an app’s lookup endpoint gives an agent data from your own HTTP service, what Conclude sends, and what it does with the response.
- [Texts](https://conclude.io/doc/apps/editor/texts/index.html.md): Which labels, dialog captions, button texts and notification intros an app can override in the Texts tab, and where each one appears.
- [Integrations](https://conclude.io/doc/apps/editor/integrations/index.html.md): How to turn on email, Jira and Zendesk for one installed app in the Integrations tab, and where each integration is set up and documented.
- [Templates](https://conclude.io/doc/apps/templates/index.html.md): The bundled app templates, how to save an installed app as a template in the Admin console, and how to order the list.
- [Example apps](https://conclude.io/doc/apps/patterns/index.html.md): Six example apps, the bundled template each one starts from and what to change, plus best practices for designing an app.
- [Expert](https://conclude.io/doc/apps/editor/expert/index.html.md): How to edit an app’s YAML directly in the Expert tab, what a validation error looks like, and which settings can only be changed here.