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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Martin Grøn
golfbox
I have either been in the HOME view (which haven't updated in a day, I just notice) or in unassigned tickets which is empty when I leave the app. I will be away for several hours, just being out right now and coming back, its still working.
September 02, 2011 11:27
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Martin Grøn
golfbox
ok, a bit emberrasing, my home button only shows my comments which I haven't had any of for a day - SORRY :)
September 02, 2011 11:43
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Martin Grøn
golfbox
Hi Steven, I have now checked with a collegue that does not use IOS5, and he does not have the same problems with the view and home tabs becoming unavailable after some time. I will wait and see if the problem still exists after IOS5 is officially released.
September 14, 2011 02:55
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Steven Yan
Product Manager

Thanks Mg, we'll keep an eye on this.

September 14, 2011 10:54
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Heather Solomon
When using the iPad app, every time I apply a macro to a new ticket, it crashes the app. I have seen mentions of macro support and fixes here but nothing that seems related to my issue. I am OS4.
September 30, 2011 10:17
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Steven Yan
Product Manager

Hi Heather, I'll open a ticket for you.  If you can let us know exactly which macro is the problem, we should be able to reproduce it quite easily.

October 03, 2011 10:03
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Erik Andersson
stenbolaget

Some of our agents can't log in on the iphone application anymore. It seems like you have to be an admin otherwise you just get the error message saying:  "there was an error authenticating.  Please try again."

October 07, 2011 04:49
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Michael Hansen
golfbox

I got the same problem as Erik Andersson.

My colleague - who is the admin/owner - has no problems.

October 07, 2011 04:59
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Steven Yan
Product Manager

@Erik, @Michael -- we identified a problem with the APIs used to serve the mobile apps this morning and have fixed the problem.  Can you please confirm that this is now resolved for you?

October 07, 2011 09:07
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Michael Hansen
golfbox

Yes - it works fine again - thanks

October 07, 2011 09:10
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Erik Andersson
stenbolaget

Works fine for us too, thanks!

October 09, 2011 23:43
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Michael Hansen
golfbox

Are you having trouble with the API again

I can not log in on iPhone or iPad

October 12, 2011 23:54
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Steven Yan
Product Manager

Hi Michael, we've identified a problem with agents (admins/owners are fine) logging in.  We are looking into this now.

October 13, 2011 08:09
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Steven Yan
Product Manager

Hi Michael, the API issue was fixed about an hour ago.  Thanks for your patience and sorry about this regression!

October 13, 2011 09:58
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Dhoelter
BigTent

Is there a known issue with the iPad app not showing the recent activity feed?  I've noticed mine hasn't been showing up for the last few days.

 

October 13, 2011 20:19
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Steven Yan
Product Manager

Hi Dhoelter, yes, we are tracking an issue on this.  We've identified what the problem is and we're working on a resolution.  It's a server-side issue.

October 19, 2011 15:24
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Steven Yan
Product Manager

Hi everyone, the issue with the My Ticket Activity feed not showing comment and ticket priority increase events has been resolved as of last week.  Please let me know if you continue to experience issues.

November 06, 2011 21:48
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Mark Heath
lovestockleaf

Is it possible  for Zendesk Administrators to customise the look and feel of the zendesk ipad app to align with the customisation we are implementing on the web version? 

November 13, 2011 22:12
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Steven Yan
Product Manager

Hi Mark, since it's a native app, we don't currently allow that level of customization.  Would you find any use at all for simple customization, like selecting the top bar color and perhaps a logo?

November 13, 2011 22:15
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Mark Heath
lovestockleaf

Yeah, I would say if that is possible that would definitely be useful to represent the company's brand.

November 13, 2011 22:18
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Rodrigo M. Ramos
mbeonline

Hi Steve, I still having issues with My Ticket Activity feed, both on iPhone and iPad.

My feed is stucked with 7 already deleted tickets used as initial test.

My iOS is 4.3.3 and Zendesk App is up to date.

Any ideas?

Thanks!

December 21, 2011 17:28
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Aaron Pewtherer
Zendesk

@Rodrigo Send a screenshot into support@zendesk.com so we can research. The Ticket Activity screen is only a timeline of actions related to your account, and would not change because of changes to the tickets themselves.

December 22, 2011 16:38
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Rodrigo M. Ramos
mbeonline

Hi Aaron,

Just send it.

Thanks

December 22, 2011 17:11
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Pete Walker
cap2

Hi,

My iPhone app is behaving bizarrely.

I have 2 unread push notifications. Tapping one takes me to the app, and decrements my Home unread count, tapping the other increments it again.

Neither of them disappear when tapped.

I can clear them manually from the iPhone notifications screen, but if the unread count hasn't already been decremented, it leaves the badge up, with no way of getting rid of it.

I hope this is clear?

January 26, 2012 06:03
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Andy Gambles
aguk

My iPhone is exactly the same. The Icon is showing 2 and the Home link has 2 but there are no open tickets or events. It just wont clear.

January 26, 2012 06:16
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Michael Hansen
golfbox

Mine too - and the same with ipad

January 26, 2012 06:17
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Steven Yan
Product Manager

Hi everyone, we've identified a server-side issue with the clearing of the push notification badge.  We're working on a fix now, should hopefully get that pushed out today.  Sorry for the problems!

January 26, 2012 07:59
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Pete Walker
cap2

Thanks, Steve. Glad it's server-side, means I don't have to wait for it to go through Apple's review team for a fix!

January 26, 2012 08:40
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Steven Yan
Product Manager

Hi everyone, we've deployed a fix for the problem with push notification badges not clearing.  This should work properly now -- you may need to leave and then tap back on the Home icon for it to register.

January 26, 2012 14:46
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Johan Allard

Hi guys,

one thing that's pretty annoying is that whenever I select a ticket from the notification window, it doesn't take me to the ticket. It always takes me to the ticket overview. This pretty much mean that I have to rely on email instead when ideally I shouldn't have to. Is this something that you can look into please?

February 05, 2012 22:40
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Aaron Pewtherer
Zendesk

@Johan I have confirmed the behavior you are describing, and can see how it would more beneficial to have the notification link directly to the ticket. Thank you for observing this behavior and letting us know. We will look into any solutions for upcoming releases.

February 06, 2012 09:42
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Jim Restucci
axcess

Has anyone else noticed the badge app icon doesn't update in the latest version for iPad?  it seems to work on the iPhone version, that is it clears when you open the app.  However, on the iPad app it does not update.

February 07, 2012 15:36
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Alexander Hoogerhuis
boxed
The iPad app doesn't seem to update the ticket activity view. I not managed to get my ticket activity view to show any updates for the last two months. App and iOS is up to date, have restarted iPad, refreshed app intent and restarted app. No improvement. Anyone else see this?
April 09, 2012 18:12
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Alexander Hoogerhuis
boxed
Also, someone forgot to update the year in the change log above, it's now 2012. I also believe the regional format issues mentioned in the known issues should be a fixed thing now?
April 09, 2012 18:15
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Alexander Hoogerhuis
boxed
Also, someone forgot to update the year in the change log above, it's now 2012. I also believe the regional format issues mentioned in the known issues should be a fixed thing now?
April 09, 2012 18:15
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Aaron Pewtherer
Zendesk

@Alexander Sorry you are having trouble with ticket activity on the iPad. Can you send a screenshot of the Ticket View page and send to support@zendesk.com so we can research the cause. Also, where is year listed incorrectly?

April 10, 2012 12:03
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Alexander Hoogerhuis
boxed

I probably worded it a bit wrong. The above known issues lists the wrong year/funny times as being a current "known issue". As far as I know from a previous bug I filed a few months ago that was closed successfully that behavious should now be a thing of the past.

As for the ticket activity list, it may just be a case of me being a bit full of it, just forget that part for the time being. :)

April 10, 2012 12:10
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Steven Yan
Product Manager

Hi Alexander, I see what you're saying now, I will clear out that known issue.  Glad to hear that the ticket activity list is indeed working for you as well.  You may have noticed that this is now also part of the home screen inside the new Lotus UI.

April 11, 2012 14:19
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Jim Restucci
axcess

I have two requests.

1. Zendesk Voice support for the iPad/iPhone apps - be able to listen to voicemails left by customers.

2. Be able to retrieve Suspended Tickets from iPad/iPhone as well.

Thanks for making such great software!

April 14, 2012 06:44
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Joe D

After chatting with Zendesk support a few weeks ago, we determined that this is a known issue for both the Android and iOS apps:

When setting a ticket to "Type: Incident", there is no way to then actually link the incident to a "Problem" ticket from either app (generally you would get a "Link Incident to Problem" field).  Also, when viewing existing incident, there's no way to see which problem they are already linked to.

Are there any plans for updating this functionality?  We use problems/incidents pretty frequently, and this makes it near impossible to work on the go.

Thanks in advance for any feedback.

April 30, 2012 08:59
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Steven Yan
Product Manager

Hi Joe, yes, you're correct that is a limitation in the current apps.  We will be adding support for this starting w/ our iPad app some time this quarter, and this will make its way to the rest of the apps.

April 30, 2012 09:03
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Aaron Pewtherer
Zendesk

If your Agents (or Admins) are using a mobile app AND you are using Remote Authentication, you will need to use a Zendesk password.

To set a Zendesk password, you can either send a password reset link to your agent email address (option 1) or manually set your Agent password (option 2). See steps below:

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 "login" link (upper right)
4) Click on "Help! I don't know what to enter here!" link (under the password box)
5) In your email, click on the password reset link, and create a 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 Agent (or Admin) you wish to change the password (or click "profile" link in upper right to change your own Admin password), and click "edit" to the right of their name*. (Use "edit" link instead of  Actions > Change password)
3) Click Identities [tab]
4) Enter new password in the Change Password box, then click "Submit" 

May 22, 2012 14:42
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Steven Yan
Product Manager

We've just released v2.1.10, with fixes for group ordering, a fix to some customers receiving push notifications even after logout, and some security improvements.

May 25, 2012 13:07
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Wouter Luyten
luyten

Since last week (just before I installed the latest version) I'm having problems to log in to Zendesk on the iPad. (it is still working fine on the iPad with the same account).

I enter the credentials and then the app is fetching data and then crashes. I've tried removing the app, resetting the iPhone and reinstalling. But after a reinstall, Zendesk still shows a batch icon (1), while it has never been started. I assume something in the local data is wrong, but how can I start of completely from scratch? It seems it still has the old information somewhere...

May 30, 2012 22:49
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Steven Yan
Product Manager

Wouter, we have a known issue right now with crashes on agent accounts that are non-English.  The app is crashing due to mishandling of some foreign language content.  We have a fix that we've submitted to the iTunes App Store, we should have a fix by next week.

Can you confirm that you are using Zendesk in a non-English language?

May 31, 2012 21:53
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Wouter Luyten
luyten

Thanks for the reply Steven, I'm indeed using Zendesk in Dutch.

May 31, 2012 22:30
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Steven Yan
Product Manager

Hi all, we've just released v2.1.11 to the App Store.  It contains a fix for the iPhone app crashing when the logged in agent has selected a non-English language as their default language.

June 04, 2012 17:05
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Alexander Hoogerhuis
boxed

Another issue I've seen, which may or may not be a corner case or limitation in how push notifications are handled in general is that the number of outstanding tickets on my iThingie wil never decrease. It will readily update to indicate outstanding number of requests assigned ot me. If these outstanding requests are handled (by myself in via the normal web GUI or by other agents) the number of notifications indicated will never decrease, and only go away once I open the app on my iThingie and view an item on the activity stream.

June 04, 2012 17:48
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Wouter Luyten
luyten

Steven: this has fixed the issue! Thanks!

June 05, 2012 00:11
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Christopher Beckwith

Please add the ability to delete tickets through the mobile app as you can through the desktop. Currently a major hassle. Thanks!

August 15, 2012 11:24
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Steven Yan
Product Manager

Hi Christopher, it is a feature that will be added soon, I understand that this is a pain point for many of you.  Thanks for your patience.

August 15, 2012 13:05
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Roydon Gyles-Bedford

Please add Retina support for the iPad. :-)

August 23, 2012 08:59
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Greg
paperlesspipeline

Could you move the cancel button when commenting on a ticket from the upper-left to somewhere else? The placement is exactly where most apps—twitter clients primarily, but other services as well—place the post button. Every single time I try to comment on a ticket using the mobile app, my muscle-memory cancels the text I just entered, and there's no warning or "are you sure?" dialog to stop it from happening. It's brutal, and keeps me from using the app much at all.

Thanks!

September 07, 2012 09:59
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Steven Yan
Product Manager

Hi Greg, that is brutal indeed, we'll look into how we can improve this.

September 08, 2012 08:23
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Martin Smallridge

Hi,

Can't find anything about this but my toddler son "helpfully" deleted the zendesk app from my iphone and despite various attempts to reinstall it, the app seems to have issues that cause it to crash. I suspect not all the data has been deleted from the phone when it was deleted so it's lacking some of the data it needs. This would be born out by the fact the app icon still has the number of notifications indicated so there's some cached data somewhere.

The phone was recently upgraded to iOS6 although I'm pretty sure I was able to use the app successfully after upgrade so not convinced that's the root cause, although it could now be contributing.

So to recap... app deleted accidentally, tried reinstalling and recovering from app centre using the updates/purchased tab..

 

Unfortunately I don't have the apps synched to iTunes so restoring from backup isn't an option either.

 

Any help please... This has rendered a critical app' totally useless and the fact the mobile site doesn't support agents was just an added frustration.

[best penelope pitstop impression] Heeeeyyyyuuuulllpppp! [/impression]

October 12, 2012 01:06
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Steven Yan
Product Manager

Hi Martin, I'm sorry for the issues that you have run into.  We are tracking an issue with iOS 6 and the current version of the iOS app, and we're rushing to get a new build out as fast as we can.  No need to blame the toddler, we're getting this fixed!

October 14, 2012 21:57
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Jim Restucci
axcess

Do we know when this fix is coming?  I have the same problem Martin has, and it effectively negates my ability to access ticket data from my iPhone 4S with iOS 6 - I was able to use the app without error until today, it started crashing every time I started it.  I tried shutting off the phone, still no joy, so I decided to delete the app and re-download it.  Still crashes.  I have come to rely on this app heavily and this really puts me on a bind.

October 22, 2012 22:34
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Martin Smallridge

Hi Steven,

I was hoping to hear more on this too... As it is it feels a lot like this isn't being acknowledged as a "Known issue" either as the only way to identify there is a problem is to locate this thread and scroll through.

A more proactive stance would be appreciated.

Can I also constructively suggest that Zendesk rethink its reliance on the forum structure for FAQs. It's very much a case of having a hammer and seeing every problem as a nail. The forum system is non-intuitive, forces end-users to scroll and read endlessly, etc... It is not fit for purpose and should have been identified as an area that needs a complete rethink and redesign a long, long time ago.

October 23, 2012 01:52
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Steven Yan
Product Manager

Hi everyone, we have a fix awaiting approval on the App Store.  Thanks for your patience!

October 24, 2012 08:58
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Chris Thornton

Hello i have a unique ID to log on to my zendesk and when i go to use the ipad app it says that i need to use my email address and domain - which i do but it still doesnt work.

any solutions?

November 28, 2012 22:32
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Aaron Pewtherer
Zendesk

@Chris: Apps require using the email address associated with your agent/admin profile, and a Zendesk password. If you are using Remote Authentication, you can set your Zendesk password by logging out, and going to your Zendesk URL, and place "/access/normal" at the end of your support portal address. Then, enter your email address, and password. If this fails, you will receive a link to reset your password by your email address. If you need further assistance, please send an email to "support@zendesk.com"

November 29, 2012 10:27
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Vivian Richard

Thanks for all the information, it was very helpful I really like that you are providing information on iPhone app development , being enrolled in iPhone app development for beginners.
<a href="http://iphoneappdevelopment.net.au/">App Development Company</a>

December 13, 2012 03:37
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Calvin Wong
Why connot purchan my domain
February 20, 2013 13:39
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Aaron Pewtherer
Zendesk

@Calvin: Can you send an email to support@zendesk.com with your question? This forum is for the Zendesk app used by agents to review tickets.

February 20, 2013 13:49
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Steven Yan
Product Manager

Hi everyone, we've just released a new version of our iPad app, available for you today in the iTunes App Store. It includes support for reporting dashboard, full user profiles, satifsaction ratings, multiple accounts and problem incident linking.

March 26, 2013 07:06
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Alexander Hoogerhuis
boxed

Thanks for the great update. One quick question: is it still not possible to see suspended tickets in the iPad/iPhone app? I've looked around and looks like the views menu is static?

-A

March 26, 2013 08:44
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Steven Yan
Product Manager

Hi Alexander, unfortunately that did not make the release, but it will be added in the future. We now have an API for it so it's just a matter of prioritization now.

March 26, 2013 09:05
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John Whiting
lexdenit

The new iPad release is pretty but has a major problem: user-defined fields do not show the entered data. e.g. have a ticket with Hours set to 2 and this shows as blank on iPad. Also pertains to user defined drop down fields.

March 26, 2013 11:49
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Wouter Luyten
luyten

Something I have suggested before to Zendesk Support, is the ability to activate/deactivate Zendesk Voice using the iOS app. I'm doing most of my support using the iPad app. I only have to log in to the desktop site to enable or disable zendesk voice twice a day (for some reason this is not working very good on mobile safari)

March 26, 2013 12:28
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Aaron Pewtherer
Zendesk

@John: We have recreated what you are seeing. Please submit a support ticket so we can notify you when resolved.

March 26, 2013 12:28
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Aaron Pewtherer
Zendesk

@Wouter: Good catch. Have Voice controls in the iPad is not built yet. Seems that you receive a "EC8 (Flash required) then EC6 (Refresh) error?" when trying to enable Voice via the Safari (6.0) browser on the iPhone/iPad page.

If so, the WebRTC may help! Add your subdomain to the Beta forum to have your account added: https://support.zendesk.com/entries/23035033-Zendesk-Voice-WebRTC-Beta

 

Voice_on_Safari_iPad.jpg

 

 

March 26, 2013 13:01
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Wouter Luyten
luyten

@Aaron: thanks for the suggestion. However the WebRTC seems to be primary for Chrome. The feature I'm looking for is being able to activate or deactivate voice redirect to the mobile phone number without having to log in to the web interface. Indeed the new interface shows the message you mention on the iPad. The old interface is somewhat working, but it is very hard to be able to click correctly to enable/disable this way.

March 26, 2013 13:17
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Aaron Pewtherer
Zendesk

@Wouter: Yes, I should have mentioned that it surprised us too. Since WebRTC and Voice was designed for Chrome, it should have little/no effect for the Safari mobile version. However, using an iPad, accessing the New Zendesk via Safari mobile (6.0), enabling Voice worked every time. However, a full-featured Voice console for the iOS app, has not been developed yet.

March 26, 2013 13:37
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Dale
bsquared
Just updated to the new app. HUGE improvement. I have 2 requests.... 1. It seems to be ignoring our time zone, ticket times are all in the very early morning. 2. It looks so like Lotus that I really want the sidebar apps in the app.
March 26, 2013 16:20
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Steven Yan
Product Manager

Dale, thanks for compliments and feedback. 

1) I will escalate to a ticket for you. 

2) Apps are going to be a longer term item to work into the mobile apps. Since Apps are pure Javascript that have control over the ticket form elements, and our app is a native iOS app, it's going to be tricky to marry the two. As the Apps framework grows in prominence we'll of course need to revisit what we do here.

March 26, 2013 22:38
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Nick L
clustrix

The newest update for iPhone breaks sub categories. If you have, MainCategory::SubCategory you can only view/select the MainCategory. This was working before.

Also, putting "Cancel" where "Done" was previously located in the comments section is a confusing choice. Moving around UI elements between versions creates a painful User Experience. I typed up a response that was a few paragraphs long (with my phone!) and instinctively clicked the top left button, losing everything. Ouch!

March 28, 2013 11:00
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Aaron Pewtherer
Zendesk

@Nick L: See below...

1. This is a known issue that nested fields are not appearing in the new iPhone app. If you would like to be updated when the fix is released, please submit a support ticket.

2. The "Cancel" button styling was updated to better match industry-standard for apps. The previous version of "Done" was confusing for people more used to app development.

March 28, 2013 14:07
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Nick L
clustrix

Awesome thanks. The Cancel thing makes sense it was just upsetting to lose my written response in the learning process. Maybe a confirmation dialog when canceling out of a comment?

March 28, 2013 14:13
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Aaron Pewtherer
Zendesk

@Nick L. Adding a dialog box to confirm the canceling of a comment seems unnecessary when wanting to update tickets quickly. Better to use "Done" when going back to check information about a ticket. However, we collect feedback, and if we get enough people to agree that "Cancel" needs a confirmation dialog (if a comment is started), it might be added in a future release. Thanks for your feedback.

March 28, 2013 14:26
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Nick L
clustrix

Works for me. Thanks.

March 28, 2013 14:27
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Ian Morgan
singerinstruments

Love the new IPad version. I don't know if I am missing something but I can't seem to access details about the organisation for the support ticket on the mobile iPad app. I store info in the notes here which is useful when dealing with a ticket.

Keep up the good work guys.

April 12, 2013 01:45
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Wouter Luyten
luyten

The new iPad client is great... Except for the comments space: the area to enter new comments is just too small. You can enter any text, but because of the small size only few lines are visible at once. When entering a long explanation, this does not work. There really should be a way to maximize the comment area...

April 12, 2013 01:50
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Ian Klein

Howdy-

Since the newest upgrade, on both iPhone and iPad, I've noticed that the red "counter" on the Zendesk icon (for alerts) never resets to zero.

For example, I get an alert, open the app, view the alert, then close the app.

The badge disappears.

However, NEXT time there is an alert, the badge doesn't start counting at 1 again, it just shows the original number of alerts + 1.

Is this a known bug?


Thanks!


-Ian

May 08, 2013 07:32
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Aaron Pewtherer
Zendesk

@Ian: Thanks for letting us know. We have created a ticket on your behalf and will update you when resolved.

May 08, 2013 10:22
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Craig Reilly

Can not log into iPhone App - we aere using JSON SSO with oru AD. So, I followed the info at top of tis article.

I am logged in to the admin dashboard - but can not change my password. It asks for current password. It is not looking for my AD Password as that doesn't work.

 

June 10, 2013 11:51
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Aaron Pewtherer
Zendesk

@Craig: Using option 1, you would be logged out and not need your current password when clicking the password reset link in your email. If you are not seeing this, please submit a support ticket.

June 13, 2013 16:41
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Craig Reilly

Nope. We use AD authentication. 
That page doesn't have a reset link.

June 14, 2013 10:29
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Aaron Pewtherer
Zendesk

@Craig. The reset link, when the agent is logged out, should return to the Zendesk password selection page, and not hit your AD. If this is not happening, please submit a support ticket so we can investigate.

June 14, 2013 10:31
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Craig Reilly

I instead had to try and login with what I thought was my password. then I got a link at the top "Email address / password combination is incorrect, try again or get a new password."

Of course, this doesn't affect my web login because AD Pops-up - but I can sign into Zendesk for iOS again.

Whew!

June 14, 2013 10:37
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Aaron Pewtherer
Zendesk

@Craig: Ah! Our apologies. We have updated the password reset instructions to reflect the interface difference for a Zendesk using Remote Authentication. Thank you for letting us know.

June 14, 2013 10:59
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Kenneth Padgett
itlifesaver

The v3.1.1 release introduced a bug that whenever we change a case status, say to "Solved" the app crashes after submitting the change. The change does take effect on the server, but you have to re-open the app each time you update a ticket. Any thoughts on how to fix? Thanks!

June 17, 2013 12:26
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Steven Yan
Product Manager

Hi Kenneth, I've opened a ticket for you. Sorry for the trouble, we'll investigate if you can pass us your account information.

June 19, 2013 09:11
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Alexander Hoogerhuis
boxed

It seems that somewhere along the last few minor versions of either the iPhone/Pad clients it seems it has lost the ability to handle localized charachters here in Norway. I have a few tickets where the letters åøæÅØÆ all show up as "?" in text.

-A

June 23, 2013 09:17
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Jeremiah
datastax
TextExpander Touch support is broken now. The new TextExpander Touch uses reminders for something and when enabled asks for access to reminders. ZenDesk doesn't do that when you enable the TextExpander support.
October 22, 2013 23:40
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Jane Scott
redearthit

We love the iPhone app, guys! It makes it so much easier for our field agents to update tickets from out on the road.

However ever since we started using the app, we've been experiencing an issue with it where we can't upload attachments into a ticket, if the attachments are more than about ~120KB in size. Any bigger than that and it comes up with this error: 

"Error updating ticket - Attachment is too large. Limit 1 megabytes."

(see attached screenshot)

The screenshot shows 2 attachments - this error occurs regardless of how many attachments there are, one or many. Incidentally, the two attachments in the screenshot only totalled 330KB together. 

Our most frequent use-case: our field agents attempting to upload photos (taken with the iPhone) directly into a ticket whilst attending a job onsite.

As a temporary workaround at the moment, we get our field agents to use another iPhone app called Minima to reduce the size of their photos to less than 100KB (a clunky process), verify the final size with another app called ExifWizard, and then upload the resized pics into the Zendesk ticket (one by one, each in a separate comment, to avoid tripping the size limit). It usually works, as long as the total attachment size in each comment is less than approx 120KB. 

The obvious drawbacks to this method are: the extra time this takes to do for each pic; the comment flood in the ticket, caused by uploading each pic in its own separate comment; and most of all, the degraded quality of the pics from having to reduce their size so severely (which makes certain pics unusable or unreadable, like pics of equipment serial numbers/barcodes). 

Does anyone have any ideas about why this error is happening, when the size limit is meant to be 1MB?  Or does anyone have any easier ideas for workarounds in the field than what we're currently doing? 

Thanks for any input! :)

February 20, 2014 20:37
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Noel Tate
Zendesk

Hi Everyone,

Today, we will be releasing iOS version 3.2 which is an update to our existing iPhone and iPad apps. This will be available for update/download for all iPhones and iPads running iOS 4.3 and up. Release notes have been added to the top of this forum.

The main feature you will notice is our brand new redesign for iOS 7. We've also enabled a new swipe between tickets functionality and added customer satisfaction visibility to iPhone tickets.

As always we are happy to hear any feedback you have!

 

March 13, 2014 04:36
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Alexander Hoogerhuis
boxed

Just updated to 3.2 on my iPad mini (iOS 7.1), and it seems the application's icon shows the wrong number of outstanding notifications. This does not seem to be a problem on my iPhone 5s (also iOS 7.1).

When I open the notification list and swipe down I see no unread notifications, and usually opening any unread notifications would reset and zero out the number of notifications in the app. This does not longer work.

March 13, 2014 07:44
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Greg Pullen
emdeoncompliance

Just upgraded to version 3.2 for iOS and the login screen keeps showing a message that my email and password are incorrect. But, I just used the same information to login here and to my actual Zendesk site. Any suggestions?

March 13, 2014 08:51
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Ian Morgan
singerinstruments
Like the new look but am having the same issue as Alexander regarding the notifications. I have read all my messages but it has not cleared the notifications. Keep up the good work guys. I know from experience that bugs are only found after release of new software. Frustrating! Ian
March 14, 2014 04:51
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Noel Tate
Zendesk

@Alexander and @Ian Thank you for letting us know about this. This is something which is localised to iPad and we are currently investigating ways in which we can fix it. Apologies for any inconvenience while we are sorting this out.

March 17, 2014 08:44