The user sees an error, "there was an error authenticating. Please try again." or "Couldn't authenticate you." when entering their credentials.
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"
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.
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.
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.
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.
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.
Timestamps now honor the date/time settings of your device instead of using the Zendesk account setting.
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
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.
'Last updated at' timestamp in pull to refresh is now correctly localize to the agent and account's time zone
Fixed macro display for some accounts with mixed shared and personal views
Fixed a crash with macros including checkbox fields
Fixed inability to change group/assignee fields for some non-English agents
Fixed ability to play voicemail message links in ticket comments
Fixed crashes when scrolling quickly through a long list of ticket comments
Support for larger screen size on iPhone 5
Fixes reported crashes on iOS 6.
Public comments on Facebook Page Message tickets are now automatically posted back to Facebook.
Support for a small but highly requested feature that will be released soon!
Fixed a crash for agents who had selected non-English languages as their agent interface language.
Improved security by defaulting to SSL requests and verifying certificates (credit to Erwin Geirnaert of Zion Security)
Activities for deleted tickets are now removed from your activity stream.
When selecting a group, names are now alphabetically ordered.
Fixed an issue with agents receiving push notifications even after logout.
Fixed a crash on ticket interface when tapping the next arrow to view the next ticket
Supports the ability to change subjects in macros
Comments made on Facebook tickets now post back to the associated Facebook Wall post
Timestamps on tickets and comments now honor your account's 12/24 hour clock settings
Fixed stability issues when accessing tickets from push notifications
Fixed stability issues in poor network reception areas
Improved memory usage and performance when the app returns from standby
Fixed incorrect grouping of tickets in table view when view is grouped by custom field
Fixed various macro application crashes
Fixed issue where macro application on iPhone was showing the wrong comment author
Fixed issue with app not honoring the restriction of priority field to Normal or High in ticket field settings
Closed tickets now hide ticket controls so that closed tickets are more easily recognized
Fixed background refresh issue on iPad with menu icons becoming frozen when waking the app from sleep
Corrected issue with nested macros sometimes appearing in the top level menu
Fixed crash when applying a macro which had no comments to a ticket with no comments
Fixed issues on iPhone with first view in the view menu being initially hidden
Fixed issue with incorrect timestamp in My Ticket Activity when device was set to 12 hour clock
Fixed group by custom field issue in ticket views where grouping headers appeared multiple times for the same custom field value
Fixed numerous UI layout issues in iOS 5
Fix for "Unprocessable Entity" error on help desks with disabled ticket subject fields
Fix an issue where some custom dropdown fields were crashing the app when updating a value.
Requesters on a ticket shared with your help desk should not be editable; the app now clearly mark tickets that have been shared and disable requester editing for these tickets.
Selectable copy and paste in ticket comments! Press and hold on a comment provides a text interface for copying all or part of the comment
Creating a new requester profile now uses the email keyboard and ignores spell checking
Improved background updates for ticket counts in views
Voicemail attachments in .wav format now play via the standard iOS media player
Ability to cancel edits to a ticket comment
Ticket field ordering now matches the order specified in Zendesk
Agents can now copy a ticket's URL to their clipboard
Easier to identify attachment icons; attachments less than 1 MB do not render a thumbnail for faster loading
TextExpander integration now works in the Description field for a new ticket
Various UI layout enhancements
Fixed a crash when editing tags on certain accounts
Fixed screen rotation problems in some rare cases
Fixed issue with ampersand characters in ticket subjects preventing ticket updates.
Fixed issues with attachments not loading properly for help desks with private attachments
Fixed cell highlighting on ticket screen to match native iOS behavior
Fixed timeout problems for accounts with high numbers of agents
Fixed an issue with custom fields named “Type” conflicting with the system Type field
Fixed a minor UI issue with requester name autocomplete
Fixed ability to use up/down arrows to scroll beyond first page of tickets in a view
On iPhone and iPad, uplaod progress indicator for attachments when a ticket is updated.
Performance and memory handling improvements
Fix for push notifications and badge clearing
On iPhone, fixed a crash when changing a requester on a ticket and then canceling the ticket changes
On iPhone, adding a new requester on a ticket will now immediately show the new requester's profile in the app
On iPhone, applying a macro where the assignee is set to the currently logged in user now works.
What's fixed in iPhone:
Fixed error when submitting a new comment for accounts with no custom fields
Fixed crash when creating a new ticket of type Task and selecting the due date
Fixed stability problems on devices running iOS 3.1.x
Fixed issue with some devices not being able to register for push notifications
Push notification badge now clears after viewing activities
What's fixed in iPad:
Full comments now render in all events & notifications
Fixed minor formatting issues in ticket comments
Push notification badge now clears after viewing activities
Now, support agents can access Zendesk through their iPad. Zendesk for iPad is the first full-featured customer support app that brings all the capabilities of the Zendesk agent interface to the popular iPad touchscreen.
There are also new features exclusive to Zendesk for iPad. You can view a real-time list of the new or updated tickets assigned to you, through the "My Ticket Activity" list, or easily bookmark a ticket to respond to it later, or use it for future reference.
The Zendesk for iPad app also provides the following capabilities:
Access all your customer support ticket views
View and update comments, tags and ticket fields
Apply predefined responses, or macros, to tickets with frequently asked questions
Create new support tickets
Search support tickets and knowledge base articles
Zendesk for iPhone users will also see noticeable speed improvements.
Updated User-Agent header for tracking client usage
Identify twickets at a glance: a twicket (ticket created from Twitter) will be identified by a "t" Twitter icon on the title bar of the ticket interface.
A twicket's properties screen will identify the monitored Twitter account that was used to favorite or receive a direct message. Tap on the monitored Twitter account name to view its Twitter stream via mobile.twitter.com directly within the app.
When updating a twicket, you can choose to tweet back or send a direct message back to a requester, as in the Zendesk web interface.
All tickets now show the requester name and date requested at the top of the ticket properties page.
High resolution graphics for the iPhone 4 Retina Display
If you encounter an error when updating a ticket due to a required field or other error, your ticket updates (especially those long, thoughtfully worded comments) are retained in the ticket update screen.
Accidentally leaving an extra whitespace after your subdomain will no longer cause authentication to fail.
The app now honors your Zendesk account settings for "Comments are public (visible to the requester) by default".
The app now honors your Zendesk account settings for displaying comments in ascending or descending order.