Forums/Product news and updates/Mobile updates and known issues

Zendesk for iPhone and iPad: Updates and Known Issues

Steven Yan
posted this on May 06, 2010 16:31

Release Notes

2014-04-17 (3.2.1)

 What's Fixed:

  • We fixed an issue with Customer Satisfaction Ratings which started affecting customers after our last release.
  • We fixed some of the issues surrounding push notifications and badge counts.
  • We fixed a number of issues causing the app to crash for some customers.

2014-03-13 (3.2)

 What's new:

  • A brand new design for iOS 7.
  • Swipe between tickets in a view.
  • A new comment back menu that makes it much clearer if you are replying via email, @reply, DM, email only or just adding an internal note.
  • Customer Satisfaction Ratings are now visible on iPhone tickets.

What's fixed:

  • Channel back options for Facebook and Twitter now work correctly.
  • Fixed crash related to ticket views grouped by checkbox value.
  • Fixed an issue which prevented some comments from appearing on iPad.
  • Updated with the latest Text Expanded library for iPhone which will fix the issue some customers encountered after updating to iOS 7.
  • We also fixed many more smaller bugs.

After updating to this version you will need to log in again using your Zendesk domain, username and password.

2013-07-11 (3.1.2)

 What's new:

  • Some highly requested features from our iPad app are now in the iPhone app. We've added support for problem incident linking, ticket deletion, and the ability to mark a ticket as spam.
  • Searching for a ticket ID will now directly open the ticket if the ticket exists.

What's fixed:

  • The last field can now be properly selected on a ticket with greater than 13 custom fields.
  • Fixed various crash issues affecting some customers when solving a ticket or when returning to a view from a ticket.
  • Fixed an issue with categorized macros not properly applying to tickets.
  • If your account is set to not allow CCs on a ticket, agents can no longer change the requester on a ticket. This is now consistent with the web application.

2013-06-09 (3.1.1)

What's new:

  • Support for our upcoming ticket forms feature
  • Following the convention of the new Zendesk agent interface, comments are now always in reverse chronological order.
  • As is supported in iPad, you can now search for and select an assignee and group in a single field on iPhone.

What's fixed:

  • Fixed an issue that would cause the app to become unresponsive after submitting a ticket comment.
  • Fixed an attachments issue that would would return an attachment length error and not submit the ticket properly.
  • Copying a ticket URL now uses your host-mapped domain to compose the ticket link URL.
  • Users can now properly add tags on new tickets.
  • Facebook comments now display properly when viewing a ticket created from Facebook.
  • Custom dropdown fields with nested fields now display properly when the second level of options contains one option.
  • Timestamps now honor the date/time settings of your device.
  • iPhone: The app now retains your username and domain upon logout.

2013-05-13 (3.1.0)

What's new:

  • Zendesk for iOS is now available in 14 languages—German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.

2013-04-15 (3.0.1)

What's new:

  • Timestamps now honor the date/time settings of your device instead of using the Zendesk account setting.

What's fixed:

  • Fixed an issue with the "Take it" quick action on iPad properly assigning the ticket to the acting agent
  • Solving the last ticket in a view no longer causes a crash
  • Fixed various issues with macro application
  • Fixed issues with displaying nested custom fields in iPhone and iPad
  • Fixed an issue with tickets that have many comments not displaying all comments
  • TextExpander support has been restored to iPad
  • Fixed an issue where the new ticket form cannot scroll if the account has no custom fields
  • in iPhone, added a cancel button for search
  • On iPhone, restored the next/previous buttons from within the ticket detail interface
  • Agents on IP-restricted Zendesk accounts can again access their accounts via iPhone and iPad

2013-03-26 (3.0.0)

Zendesk for iPad now has a brand new interface and brings in more advanced features from the Web version that not only helps support agents get the job done but also lets managers be in the know about support performance:

  • A new personal agent dashboard allows you to get started right away. Access your open tickets, your group's open tickets, and your recently rated tickets.
  • Our customers on the Regular, Plus, and Enterprise plans have access to a new reporting dashboard with insights into ticket activity, first response time, and agent performance metrics.
  • Do you manage more than one Zendesk account? We now support access to multiple accounts on your iPad.
  • Swipe gestures in your ticket views allow you to easily take, reassign, bookmark, or mark tickets as spam.
  • On each customer profile, you can now view a complete list of the customer's ticket activity and history.
  • A majority of support agents use our iPad app as a way to get an overview of open tickets. The ticket screen has been optimized for viewing, but with full control and visibility of ticket properties in landscape mode.
  • We've brought a number of highly requested features to the iPad. View satisfaction ratings, view linked incidents from problem tickets, delete tickets, and take advantage of the combined group and assignee menu inspired by our new Zendesk web interface.

If you use our iPhone app, we've addressed a confusing detail of our ticket comment interface. The upper right button on the comment screen now persists the comment and the upper left button cancels the comment.

 

Known Issues

Error authenticating due to remote authentication

Symptom

The user sees an error, "there was an error authenticating.  Please try again." or "Couldn't authenticate you." when entering their credentials.

Solution

Since the iPhone app uses Zendesk's REST API for retrieving your views and tickets, it relies on your user credentials being stored within Zendesk.  If your Zendesk is configured with remote authentication, your user account may be missing this information.  To work around this:

If you are having trouble setting your Zendesk password and are using Remote Authentication, you will need to send a password rest link to your email adress. This can be accomplished by doing one of the following:

Option 1 - Send password reset link to email address via anonymous login

1) Logout of your Zendesk
2) Access your Zendesk by bypassing your authentication server with youraccount.zendesk.com/access/normal
3) Click on "Help! I don't know what to enter here!" (under the password box)*
4) In your email, click on the password reset link, and create a password
*: For Remote Authentication users, enter your agent email address and anything in the password box. Then, click the login button and the link, "get a new password."

Option 2 - Reset password manually inside Zendesk profile (Access limited to Admins only if enabled)
1) Verify that Admins can reset password under Settings > Security > password policy [tab] > "Allow admins to set passwords" [enable]
2) Under Manage > People, find the Admin (or Agent) you wish to change the password, and click "edit" to the right of their name
3) Click Identities [tab]
4) Put new password in the Change Password box, then click "Submit" 

 

Comments

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James Musson

iPhone app looks amazing! Just one problem for me: I use OpenID to log in to the helpdesk. How can I log in on the app?

Thank you, apologies if this is a stupid question.

May 07, 2010 14:54
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Steven Yan
Product Manager

James -- you can log in to your Zendesk account and set a password for yourself in your user profile.  Use this password and your email address specified for your profile to log in via the iPhone app.

May 07, 2010 15:31
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KP
tank

Another issue I encountered... I was updating a new ticket with a lengthy reply but forgot to set the Assignee field. This generated an error and lost my my reply :/. Would be nice to ensure that if an error occurs, any data entered is retained.

cheers,
kp 

May 07, 2010 16:23
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Steven Yan
Product Manager

Kevin -- That's definitely not pleasant and we'll make sure this is addressed in our next release.

May 07, 2010 17:17
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Dylan
digitalvault

Another bug I've found is when I update a ticket, with a lengthy response, the app hangs on the loading screen after updating and doesn't load the ticket view.  I have to to tap the "Ticket Views" at top left to take me back to my list of tickets. 

June 03, 2010 21:46
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Steven Yan
Product Manager

Thanks for the report, Dylan.

June 06, 2010 16:00
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Emil
nexidia

The latest comment does not always appear in the iPhone App view.  I don't know if this is a function of how many comments are in ticket, but it is important to be able to always see the latest comment.

June 08, 2010 14:24
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Steven Yan
Product Manager

Emil, thanks for your report.  Can you tell me which ticket in your Zendesk exhibits this issue?

June 08, 2010 14:51
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Emil
nexidia
Ticket #1258 if you have access to our data.
June 08, 2010 18:23
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John Grange

Hi, it looks like the app is completely broken in iOS 4, I just downloaded it today and it wil load but anytime i try to view any of my open tickets it either sits there with the progress spinning, or dumps back to the desktop. Let me know if you can be of any assistance.

June 10, 2010 08:52
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Steven Yan
Product Manager

John, thanks for reporting iOS 4.  We are aware of the incompatibility and we should have a patch release ready in a week or two that will address this as well as the known issues in this article.  Stay tuned!

June 10, 2010 08:54
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John Grange

Great, thank you!

June 10, 2010 08:55
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Steven Yan
Product Manager

A new version of Zendesk for iPhone has been submitted for approval.  This version includes support for iOS4 along with the known issues described in this article.  Look for an update to arrive at the App Store shortly.

June 21, 2010 13:26
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Yasunobu Kawai
methoditkk

I hope to receiving new patched Zendesk for iPhone application from you soon!

Thank you!

June 22, 2010 07:17
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Dhoelter
BigTent

Looking forward to the update.  Miss my iphone app.

 

June 26, 2010 10:17
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Jake Holman
Product Manager

You should now find that the application is ready to be updated. Please check the App Store on your iPhones!

July 05, 2010 14:25
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Yasunobu Kawai
methoditkk

Thanks Zendesk team!

Updated app 1.0.1 seems to be working well on my iPhone 3GS with iOS4.

July 05, 2010 17:32
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Steven Yan
Product Manager

Zendesk for iPhone 1.0.2 is now available on the App Store, with support for twickets and now includes more clear requester information and request date.

July 16, 2010 14:25
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Alessandro Martins
Zendesk for Blackberry Beta

Steven,

iPhone push support is in the roadmap?

Regards,

Alessandro Martins

July 22, 2010 10:03
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Steven Yan
Product Manager

Hi Alessandro, that's a feature that definitely makes sense.

July 22, 2010 10:37
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Billy

Steven,

I love reading all the posts above and seeing how many of them have a timestamped reply in less than an hour.  That's great support!

We use the iPad with the iphone app and really like it, but we wanted to share some things that would be great additions:

 

1.  When you click in to reply you have to go 2 screens in from the comment, then you forget some of the things they said, have to navigate back 2 pages to re-read it all, then back 2 pages to the comments part.   It would be ideal if at least the latest comment was added below where your typing in the response.  Ideally, you'd be able to see all of them.

2.  It would make answering tickets 1000x easier if you supported the TextExpander app

http://www.smileonmymac.com/TextExpander/touch/index.html

then you could just write "sig" and it would pump out your entire sig.  Or you could have the 20 most common things you say, and have short things like "wantsrefund" that would automatically. spit out the entire message you normally send when someone wants a refund

Here's some of the other apps that support it:  http://www.smileonmymac.com/TextExpander/touch/applist.html

 

3.  Then ideally an iPad specific app. 

 

Thanks Steven!

July 27, 2010 01:11
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Steven Yan
Product Manager

Billy,

1.  Great usability feedback, we'll rethink this moving forward.

2.  Would this be better served by adding macro support, with the exception of your signature?  That way it would align with the macros you have in Zendesk already, support token replacement, and you'd have more consistent messaging across your customer responses.

3.  We are interested in an iPad-specific app as well.

 

Thanks for your detailed comments!

July 27, 2010 10:06
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Joe Workman

Will there be the ability to add custom ticket fields into the iPhone app?

August 08, 2010 11:41
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Steven Yan
Product Manager

Joe, thanks for your feedback.  Right now we're focused on building out agent workflow functionality.  Admin functionality makes sense as well but I feel that adding new custom ticket fields in the mobile apps will be a less common use case, and will be prioritized lower as a result.

August 09, 2010 10:10
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Forest
Zendesk for iPad Beta

Hi Steven,

 

  1. What about conditional fields? We use quite a few of them and when we use the app it shows all fields, even those that normally don't display on the web interface unless its needed. Example: Part Number displays on the iPhone app even though that field only display on the web interface when Part Return is selected in a previous field. I would love to see this.
  2. I am an agent on a few Zendesk accounts, any plans on adding functionality that allows the user to easily switch back and forth between different accounts?

All in all the app is a life saver. Thanks for all of the hard work.

 

Forest Anderson

August 23, 2010 09:22
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Steven Yan
Product Manager

Forest,

It sounds like you've done some heavy customization with your Zendesk to enable conditional fields, which is great.  If we make this a native feature, at that point it would make sense to include this in the iPhone app.

As for #2 I think that absolutely makes sense, but it would be lower priority than some other more critical features (such as macros/push support).

 

Thanks,

Steven

August 24, 2010 10:30
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Forest
Zendesk for iPad Beta

Hi Steven,

 

Thanks for the feedback. Hopefully conditional fields will be a native feature one day  and I will look forward to being able to toggle between accounts. 

 

Thanks again,

 

Forest Anderson

August 25, 2010 05:38
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Justin T. Ogden

Please add search as a feature.  When I get emailed from one of our Tier 1s that needs help with a case and I am out of the office the iPhone app is of no use since there is no way to pull up that specific ticket even though the agents provided the case number for it.

 

Also access to the Macros would make it much more useful.

 

Justin

September 03, 2010 11:32
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Steven Yan
Product Manager

Justin, thanks for your feedback!  I think both of your requests are generally very helpful and we'll look into adding those into the app.

September 03, 2010 11:35
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Catherine Rodgers
I found a bug. Repro steps: 1) Write a new comment on a ticket. Include the "&" character. 2) Try to save comment. You should see a "malformed XML" error. 3) Remove the "&" from the comment. 4) Successfully save comment. Looks like you need to escape some fields before sending the data along.
September 07, 2010 18:25
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Steven Yan
Product Manager

Catherine, thanks for sharing that.  We'll have a look at this.

September 18, 2010 08:59
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Matthew Pietz

The iPhone app can't update the subject of a ticket.

January 11, 2011 11:13
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Andrewc
scorptec

Hi Steven.

Any ETA on the push notification feature?

Thanks.

January 24, 2011 22:49
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Steven Yan
Product Manager

Hi Andrew, stay tuned -- I can't provide any hard dates but it's something we'll deliver in Q1 2011.

February 03, 2011 11:43
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Andrewc
scorptec

Hi Steven, Q1 is good enough for me. :)

February 03, 2011 14:45
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Kevin
It would be nice if we had push notification on zendesk app for iPhone.
February 10, 2011 01:49
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Kevin
Another thing live chat from iPhone would be nice using beejiveim app?
February 10, 2011 02:00
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Freddy van Geel

i need the zennioenglish.zendesk.com but keep getting authentication errors with it.

does the admin of the helpdesk have to activate iphone app login?

thanks, freddy

February 10, 2011 08:02
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Steven Yan
Product Manager

Hi Freddy, I inspected your account, the usual cause of auth errors is for accounts which are using remote auth or users who normally use Twitter auth to log in.  You should just be able to enter your email address, password and "zennioenglish" as the subdomain in order to log in.  Please confirm this is what you're doing and if it continues to be an issue I can open a ticket for you to inspect things further.

February 10, 2011 11:08
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Freddy van Geel
Hi Steven, I've replied to your mail., don't know if you've seen this.. I have an account with password, although I normally use twitterlogin. So on web the login works fine with email and password. Still no sigar with the app. Thanks, Freddy
February 10, 2011 13:08
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Steven Yan
Product Manager

Hi Freddy, I'll open a ticket for you so we can resolve this.

February 11, 2011 09:03
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Therese Erhard

Hi,

The iPhone app is great, and now our customers are starting to ask about it. Do you have any plans to make the app work for end-users as well?

That would be a real plus for all our customers.

Thanks,
Tess

March 08, 2011 23:13
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Steven Yan
Product Manager

Thanks Therese!  There are no plans to make a native app for end-users.  Instead, we will continue to make improvements to our mobile optimized end-user portal.  The advantage to this approach is that you can brand the end-user portal however you like.

March 09, 2011 08:55
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Marc Vermeulen
Ipad zendesk counters are not correct and get not refreshed. All counters in the ipad version reflect out of date data. The only way to get them up to date is logging out and in. There must be a way to have at least the 2 main counters (open tickets) correct. Marc
March 10, 2011 12:43
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Steven Yan
Product Manager

Hi Marc, thanks for your feedback.  You can select the dashboard counter, go into the view, and pull down to refresh to get the updated counts.  We'll add some better updating in an upcoming release.

March 11, 2011 10:32
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Andy Gambles
aguk

I am unable to copy and paste anything from within the App. If the customer puts something I want to copy and paste into say and email or safari I can't do it.

March 25, 2011 09:06
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Sara Gould

Second request for copy from the app.

April 02, 2011 09:47
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Andy
icetv
I created a bunch of tasks and assigned them out to different members of my team. I tagged each one with "Teamtask". I search for that tag on the ipad version of ZD and cant find them. How come?
April 05, 2011 07:11
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Andy
icetv
I'd also like to see copy/paste support
April 05, 2011 07:12
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Steven Yan
Product Manager

Hi Andy(s) and Sara, are you referring to the iPad or iPhone version of the app?  The iPad version does allow you to copy the entire comment.  We'll make sure this makes it to iPhone as well.

As for selective copy/paste, there are actually some iOS hurdles we need to get around to allow ability to both copy/paste selectively as well as autolink URLs and allow these to open a web view within the app.  Rest assured we will get this to work at some point.

April 07, 2011 23:25
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TJ Sittner
sheehy

In using the Iphone application, I have run into an issue when creating a ticket. We have a drop down menu with a lengthy bit of options.

A few words:::Another Category::Pick this , for example. But you only see  a portion of it. "A few words::Anot" so users can't tell which category they are actually selecting.

April 18, 2011 12:00
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Steven Yan
Product Manager

Hi TJ, thanks for sharing that bit of usability feedback.  This is something that will be fixed in our upcoming release -- we will support an iOS-style sliding menu that will allow you to drill down into a multi-level custom dropdown in order to select the appropriate value.

April 18, 2011 12:03
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TJ Sittner
sheehy

Wonderful! Thanks for the quick response.

 

TJ

April 18, 2011 12:46
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Sam Finding
Hi Steven, how far off is the next release? Really having trouble with the stability of version 2.0...thanks, Sam
April 28, 2011 15:18
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Stephen Wyles

I created a custom field called "Categories" I would like to make this a required field, but on the App, none of my custom fields show up, so if I make them "required" I am unable to answer tickets or update them from the App. I have gone in and removed the required aspect of the field for now, but this causes me to go into the web interface on a regular basis in order to update the "Category" field.

May 02, 2011 08:56
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Steven Yan
Product Manager

@Sam -- Sorry that you're experiencing problems -- we have an update coming shortly which should fix some stability issues.  

@Stephen -- Your custom fields should be showing up -- did you try reloading the app (closing and restarting) after you created your custom field?

May 10, 2011 23:06
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Mark Dawson
Thomascook

So I have been trying to log into the app for the first time but its failing on the Authentication.  I have tried resetting my password within the web portal but the problem persists? 

Could it be because I am currently on a trial account?

May 26, 2011 14:20
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Steven Yan
Product Manager

Hi Mark, being on a trial account should not be a problem.  Did your account happen to turn off API Password access?  You can see under Channels > Settings > Zendesk API.  If you're still having problems, let me know your subdomain and I can investigate.

May 26, 2011 14:43
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Mark Dawson
Thomascook

API Password Access is enabled.

 

When logging in via iphone I have the following

My Email

My Password

http://thomascook.zendesk.com

 

Thanks

May 26, 2011 15:11
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Steven Yan
Product Manager

Hi Mark, just try putting thomascook.zendesk.com or thomascook, and that should get you in.

May 26, 2011 15:55
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Mark Dawson
Thomascook

Well we got further this time.  The app crashes!

 

I am using an old OS 3.1.3 so probably the reason its crashing.

May 27, 2011 00:47
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Steven Yan
Product Manager

We have submitted a new version of the app that addresses the 3.1.3 stability problems as well as the error "Failure to post all changes" which was affecting certain accounts.  We will let everyone know when this is available, thanks everyone for your patience.

May 27, 2011 07:47
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Mark Dawson
Thomascook

Thanks Steven, your help is appreciated.

May 27, 2011 07:49
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Steven Yan
Product Manager

Version 2.1.1 has just been released on the App Store.  Among other fixes, this fixes stability problems on iOS 3.1.3 as well as the error "Failure to post all changes" on accounts with no custom fields.

May 27, 2011 14:01
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Steven Yan
Product Manager

Also, for those of you who have been wanting full copy/paste, we are working on a solution -- this will be our next priority as far as incremental enhancements.

There are some limitations in iOS about how we've implemented the comment stream and maintaining scrolling performance.  In a nutshell, to allow good scrolling performance, we have to sacrifice native copy/paste on each comment cell.  We'll be implementing a workaround to allow you to press + hold on a comment, invoke a popup containing the text, and then copy/paste from there.  

May 27, 2011 14:25
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Steven Gladstone

Updated my iphone and ipad to 2.1.1 and I have no push notifications at all on my iphone even when accepted after installation. Is there a workaround for this ?

May 31, 2011 11:11
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Steven Yan
Product Manager

Hi Steven, we identified a further problem in 2.1.1 which still causes push notifications to fail.  We do have a new version awaiting approval on the App Store and I'm confident this will solve it.  Look for an update later this week, I apologize for the delay -- I know iPhone users have been waiting a long time for this!

May 31, 2011 11:13
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Steven Gladstone

Great news, thanks.

May 31, 2011 11:15
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Adam Nickerson
novawise

Glad to hear that push notification is being worked on -- I just tried the iphone client for the first time today and push notifications were one of the features that got me excited, but it isn't working.   Looking forward to the update!  :)

June 01, 2011 07:35
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Tiago Soromenho
stickystreet

Hi, good to know you guys are actively trying to sort these things out.  I'll await the new version on the push notifications. Will this also solve the "dead" badge problem?  On my iPad2, the Zendesk badge is stuck at 19, and won't go away, no matter the number of read or open tickets. It even stays that way when I erase the app. then download it again. It still shows 19 on the badge! 

June 02, 2011 18:40
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Steven Yan
Product Manager

Hi Tiago, yes, it will solve the "dead badge" problem.  Thanks for your patience!

June 02, 2011 22:06
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Tim Strawbridge (eCargo)
ecargo

Hi, I'm having issues logging in to the iPhone app. I've changed my password and disabled Twitter login just to be sure but no luck. I continually get the 'there was an error authenticating

June 09, 2011 13:52
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Steven Yan
Product Manager

Hi Tim, two questions:

1.  Are you using remote authentication in your account?

2.  If not, what are you entering as the URL?

June 10, 2011 13:38
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Tim Strawbridge (eCargo)
ecargo

Hi Steven

I was using Remote Authentication but I turned if off to try problem solve this issue.

I had tried entering both our mapped domain, http://support.ecargo.co.nz and our Zendesk domain, http://support.zendesk.com, then I tried just support.ecargo.co.nz and it worked !!

 

Thanks

June 12, 2011 13:58
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Steven Yan
Product Manager

Hi Tim, that's a good catch, we should be stripping the protocol for you.

June 14, 2011 12:56
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Tim Strawbridge (eCargo)
ecargo

Yes, and maybe change the label. It says URL, so I entered the URL ! :-)  I believe the label in the Andriod app is Subdomain

June 14, 2011 19:30
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Marty Thornley

Hi there, 

Just downloaded the latest Zendesk iPhone app and am still getting the unable to authenticate message. I reset and rechecked my settings and password several times. I login using the iPad app no problem.

Any suggestions?

July 01, 2011 11:11
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Steven Yan
Product Manager

Hi Marty,

Your credentials from your iPad should work fine on iPhone.  Can you try making sure there's no leading or trailing whitespace in what you've entered?  We may have missed some whitespace stripping there.

July 01, 2011 11:12
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Steven Yan
Product Manager

HI everyone, I wanted to offer an update for those yearning for copy/paste.  We have an update to the app due out in late July which will include ability to copy all of a comment, or select which part of a comment you would like to copy.  Thanks for your patience on this!

July 01, 2011 11:42
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Marty Thornley

Checked the whitespace. No luck still.

July 01, 2011 11:57
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Steven Yan
Product Manager

@Marty, I opened a ticket for you.

July 01, 2011 12:02
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Danilo Tuler

My account was created using a google login, so I never set up a password. You suggest I change my password to successfully login using the iphone/ipad app, but the change password function asks me for my current password, which I don't have.

July 01, 2011 14:36
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Marty Thornley

Hye Danilo,

 

I was having this issue too. The fix for me was to use my subdomain only, not the full url.... "http://subdomain.zendesk.com" did not work but "subdomain" did.

July 01, 2011 15:02
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Danilo Tuler
Hi Marty, The fact is that I don't have a password, so I can't log in or change password.
July 01, 2011 18:45
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Andy Gambles
aguk
@Danilo you will have a password you have probably just forgot. Add /access/normal/ to the end of your Helpdesk URL and use this to request your password reset.
July 02, 2011 01:09
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Andy Gambles
aguk
@Danilo or when logged in go to profile and then under the actions menu select change password.
July 02, 2011 01:13
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Danilo Tuler
@Andy, I did't have a password because my account was created from a google account. But the password reset worked. Thanks.
July 02, 2011 07:04
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Kiere El-Shafie
When I update a ticket as an incident on iPad, there seems to be no way to link it to a problem. Am I missing something?
July 08, 2011 23:11
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Steven Yan
Product Manager

Hi Kiere, you're not missing anything.  The ability to link an incident to a problem is not supported in the app at this time.

July 09, 2011 16:34
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Mal Evans

HI - if I try to create a new ticket on my iPhone (iOS4.latest) the list of possible assignees is not present so I cannot save the ticket since assignee is mandatory field.

When I first installed the app some months back it was working OK but there have been a numberof iOS updates since then and it has not worked for quite a while now.

It would help me so much if I am able to create a new ticket when away from the office since I am on call after hours but dont want to sit in front of the computer all the time

Cheers

August 01, 2011 22:30
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Steven Yan
Product Manager

@Mal, this is probably something specific to your help desk.  Can you let me know your Zendesk subdomain so I can look into this for you?  I'll open up a ticket.

August 02, 2011 09:31
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Mark Long
vitalyork
I have updated my iPhone app to 2.1.4 and i still receive the 'Unable to post all changes' error when trying to update or Solve and ticket. I am able to update and close the same ticket when using the latest version of the Blackberry app. Is there anything else in the subject or ticket properties which could be causing this?
August 19, 2011 05:28
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Steven Yan
Product Manager

Hi Mark, can you let me know which ticket # you're seeing this on in your help desk?  I can investigate.  There may be some special characters not getting escaped quite right.

August 19, 2011 13:23
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Mark Long
vitalyork

Hi Steven,

 

An example ticket is #32, subdomain vitalyork. I had solved this manually using the web portal and Blackberry app, but i've reopened so you can see it. The only different characters i can see in the ticket are exclamation marks(!), would this cause the issue?

August 22, 2011 00:44
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Steven Yan
Product Manager

Hi Mark, the exclamation point won't, but the colon ":" would.  We have a fix for this right now that we're testing and we'll be releasing a new version of the app soon.  Thanks for your patience.

August 26, 2011 09:13
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Steven Yan
Product Manager

Hi Mark, our build which contains a fix for this is awaiting App Store approval.  You can expect it to be available in 4-7 days.

August 29, 2011 21:38
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Mark Long
vitalyork
Hi Steven, That's great! That will mean that the system will work exactly how we need it to. Thank you so much for your help.
August 30, 2011 00:23
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Esmaeil Khaksari
Seeing an issue wherein updating a custom field via the iPad app causes the app to crash. I haven't seen anything in the notes that addresses this in particular. Is this a known issue?
August 31, 2011 12:20
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Martin Grøn
golfbox
I have an issue with the iPad app being unresponsive if I have been "away" from the app for a while and its still open in the "dock" - i will then have to "kill" the app and restart it and then there are no problems again. I am running IOS5, beta 7, it may be the problem if no one else is experiencing this problem. It happens every time I open Zendesk after being away for a while :(
September 02, 2011 11:20
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Steven Yan
Product Manager

@Esmaeil, thanks for pointing that out, we did have a fix around that in our pending release.  I will update the notes.

@Mg, it's hard to say if it's iOS 5 related or not.  We have encountered bugs in the beta builds which have been fixed in subsequent releases. Can you let me know the following:

1.  Which page in your iPad app you were on prior to being away

2.  How long you were away

I can try to replicate on our end by logging into your account and replicating the steps.

September 02, 2011 11:25