Forums/Product news and updates/Announcements

Introducing Zendesk for iPhone and iPad 2.1

Steven Yan
posted this on May 23, 2011 15:44

Since its release in mid-February, we have seen impressive adoption of Zendesk for iPad.  Already more than 4,000 Zendesk agents use the iPad app to help their customers while on the go.  

Today we're pleased to bring the same productivity features of Zendesk for iPad to the iPhone.  Furthermore, we've listened closely to our iPad power users and implemented all of the most highly requested ticket workflow enhancements.  Now, no matter which device, agents will have complete visibility into Zendesk ticket activity.

zendesk-for-iphone-2.1.png

Stay up-to-date on your latest ticket activity

Receive real-time updates about your assigned tickets, a feature exclusive to Zendesk for iPhone and iPad.  Receive push notifications when the following events occur on your tickets:

  • A new or existing ticket is assigned to you
  • A new comment is added to a ticket assigned to you
  • Priority is increased on a ticket assigned to you

Manage your complete ticket workflow

  • Access your Zendesk ticket views
  • View all ticket fields, tags, comments and events
  • Update and create tickets, in portrait or landscape mode
  • Update ticket requester, subject and CCs
  • Apply macros
  • When creating new tickets, easily search for an existing requester or add a new one by email address
  • Bookmark tickets for later reference, and sync bookmarks between your iPad and iPhone
  • Reference your recently viewed and created tickets
  • TextExpander Touch integration

Take a picture, save your thumbs

  • Take a photos from within the application and create a new ticket on your iPhone or iPad 2
  • Attach a photo to a ticket from any device

Search your Zendesk

  • Find relevant tickets, users and forum posts from a unified search interface
  • Search by ticket ID to easily find any ticket, instantly

What about iPad?

In addition to the above features now available on iPhone, the following new features are now available on iPad:

  • Edit ticket requester, subject and CC's on tickets
  • A revised ticket tag interface makes it much easier to add and remove ticket tags
  • Camera support for iPad 2
  • TextExpander Touch integration

Get the app today, free!

Zendesk for iPhone and iPad is available today on the iTunes App Store as a free universal app.  If you currently use Zendesk on your iPhone or iPad, you will receive the app as an update.

Do you have an Android or BlackBerry device?

There's an app for you too.  Zendesk provides mobile apps for all major smartphone platforms.  Get Zendesk for Android or Zendesk for BlackBerry today.

 

Comments

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Bryan Webster

Good update but I still find it a bit slow whenever the app needs to load any data from the site.

May 24, 2011 08:14
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Steven Yan
Product Manager

Hi Bryan, thanks for checking out the app.  Can you let me know which device and what kind of connection (WiFi, 3G) you are on?

May 24, 2011 08:15
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Bryan Webster

Hi Steven

I am on an iPhone 4 currently on a 3G connection in the UK

Speedtest.net app says I have a speed of 2.19Mbps down and 1.46Mbps up.

May 24, 2011 08:18
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Steven Yan
Product Manager

Thanks for the info, we're always trying to find ways to improve the app's speed.

May 24, 2011 08:19
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Travis Koger
Prism Europe Limited

Its a shame that the Android app still looks like rubbish though. Come on guys I have heard that Android is quite a large chunk of the mobile market now. How about showing some love rather than it being an also ran.

May 24, 2011 08:25
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Dearg O'Bartuin

Steven when i bookmark a ticket on my ipad it does not sync with my iphone? Is this intentional?

Thanks

May 24, 2011 08:30
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Michal

Macros on the app? Can't wait to check that out!

May 24, 2011 08:31
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Steven Yan
Product Manager

Dearg, bookmarks are persisted to Zendesk now, whereas they were not before.  If you have the latest version of the app on iPhone and iPad, it will sync.  You can pull the list of bookmarks down to refresh if you're not seeing it immediately.

May 24, 2011 08:32
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Steven Yan
Product Manager

Travis, we hear you and we've actually seen huge growth in traffic from our Android app in the last 3 months.  There are definitely plans to bring all of this great stuff to our Android app.  However, the vast majority of our mobile apps traffic comes from iOS, even when the iPhone and Android apps had feature parity and we've prioritized based on that.  Check out the infographic at the bottom of this page to see the breakdown: 

http://www.zendesk.com/integrations/mobile

May 24, 2011 08:33
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Carsten Falborg
IKEA

Hi Steven

In our organisation we dont want to be slaves to Apple and their restrictive iOS - I really hope you will update the Andoid app soon and make the user of the fastest growing mobile OS happy campers :-)

Br

Carsten

May 24, 2011 08:39
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Jay Heath
Zendesk for iPad Beta

The new version is fantastic. With respect to attachments, something happens during the processing of our tickets in Zendesk that makes attached WAV files (from Voicemail calls) unplayable in the Zendesk app. This may not be specific to the app, but rather to the email processing. Can you offer any advice or help on this? Or should we do more research on voice-to-text transcription and ditch the attachments? Thanks!

May 24, 2011 08:40
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Steven Yan
Product Manager

Hi Jay, our current attachment handling uses an embedded mobile Safari view to play audio attachments and we've found that it doesn't support WAV files such as these.  We'll need to build an inline audio player to support these types of attachments, so at the moment this is a limitation.

May 24, 2011 08:43
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Travis Koger
Prism Europe Limited

Steven, maybe the vast amount of your traffic is coming from iOS because the Android app is horrible. =P I know I will not be using it because of this reason.

May 24, 2011 08:45
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Nick

I got a chance to play with a co-workers ipad - thumbs up on the app. I'd love to see a flashy Droid version as well but I'm content while you guys have so much velocity in other areas. The fact that I have full functionality from the Droid via browser is awesome!

May 24, 2011 08:46
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Travis Koger
Prism Europe Limited

Oh to be clear I am running ZenDesk on iPad and think it is one of the best looking apps on the iPad, but my phone is Android and so are the Agents that will be coming online soon.

May 24, 2011 08:49
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Travis Koger
Prism Europe Limited

Steven, looking at your graphs would say to me that you should have been working on making the Android app better before the iPad version as Android has a larger share than the iPad. :) Would also be interested in seeing the iPad app ported to Honeycomb as well, but I guess that would be even further down the priority than Android appears to be at the moment.

May 24, 2011 08:53
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Steven Yan
Product Manager

Travis, if you have any feature requests about the Android app, please contribute here: https://support.zendesk.com/forums/1848-feature-requests  I would love to hear what you think can be improved, and stay tuned for improvements on Android.

May 24, 2011 09:00
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Travis Koger
Prism Europe Limited

Done!

May 24, 2011 09:05
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Jeremy McSpadden

Thanks for the Update Steven. I am unable to save a post. I get "Failed to post all changes" Ive tried it over wifi & 3g. Same message.

May 24, 2011 09:06
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Steven Yan
Product Manager

Hi Jeremy, I'll open a ticket for you.  If we can get the ticket details from you we can reproduce and dig into this further.

May 24, 2011 09:15
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David Goss

Hi Steven

I just updated the app on my iPhone 3G running iOS 3.5, and when I launch it I get the loading screen for a few seconds and then it quits. I get this with a couple of other apps which now require iOS 4.0, is this the case with the updated app? The info on iTunes that you linked to says iOS 3.0 and later.

May 24, 2011 09:40
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Rylee Keys

I, too, would really like to see all this functionality on the Android app!

May 24, 2011 09:41
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Jeremy Shockley

Crashes Immediately on original iPhone running a clean 3.1.3 IOS. Version 2.0 of Zendesk runs fine on the same phone.

May 24, 2011 09:43
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Joelgathercole

Same problem, crashes when starting it up, on my original iPhone MC143C (16gb). Previous version of the app worked good.

I've even rebooted the phone to make sure.

Any suggestions?

May 24, 2011 09:50
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Steven Yan
Product Manager

@Jeremy @Joel, we'll look into your issues, thanks for sharing your environment information.  Sorry for the trouble!

May 24, 2011 09:56
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Steven Yan
Product Manager

@Joel, let me know which version of the OS you are on as well.

May 24, 2011 09:58
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Steven Yan
Product Manager

@David Goss, the app should run fine on 3.0.  We'll look into your issue.

May 24, 2011 09:58
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Joelgathercole

iPhone Version 3.1.3 (7E18)

Is that the version you were looking for ?

 

May 24, 2011 10:11
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Avi Goshen

Hi guys, 

We appreciate the work you are doing on mobile Zendesk support for agents.  I hope this means the mobile end-user interface will receive some love too!  The vast majority of our customers access our Zendesk through the mobile version and the options ZD gives us there are very limited.  Yes, I've voted on those feature requests :)

May 24, 2011 10:16
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Ben Hadden

I turned on push notifications, but I can't figure out where to configure what I get notifications for.   Am I missing something?

May 24, 2011 11:23
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Steven Yan
Product Manager

Hi Ben, you should only be seeing push notifications if:

1.  Someone, other than you, comments on a ticket assigned to you.

2.  A ticket is assigned to you by someone other than yourself.

3.  A ticket's priority is raised by someone other than you.

May 24, 2011 12:35
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Mike Adams
mikeadams
[Bug] Just updated the iPhone app and when I do a search for a ticket, then click on one of the results, the app closes.
May 24, 2011 19:38
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Jeff McMillen

Hi Steven.

I am having the same "Failed to post all changes" error. I believe in my case it is linked to a required "assignee" field. I can't populate the field. When I click on it I get an Assignee page with no entries to choose from and no way to search or enter one manually.

I am running IOS 4.3.3 on iPhone 4. I haven't tried it on my iPad yet. I have a "Regular" one agent plan.

Jeff McMillen
Lime House Consulting, LLC

May 24, 2011 20:04
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Simon Hill
Hi Steven, Is there any way to clear the recent ticket activity list on the 'home' view? I have 23 items listed there (and '23' showing in the corner of the app icon), but these are all old notifications for tickets and update that have been dealt with. No amount of refreshing or viewing the related tickets will clear any of these. Can you help? Am I doing something wrong? Thanks, Simon
May 25, 2011 01:23
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Travis Koger
Prism Europe Limited

Not sure if anyone else is seeing this or not, but when I try to open an attachment, specifically an image, eg screenshot, all I get is a black overlay window and not the actual image.

May 25, 2011 02:55
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Craig Chapman
Hi Steven, I'm having the same "Failed to post all changes" reported by othera (iPhone 4. iOS 4.3.3, ticket #4317 on help.rareearth.us) Thanks! C.
May 25, 2011 03:57
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Steven Yan
Product Manager

@Craig @Jeff and for those of you who are experiencing the "Failed to post all changes" error, we have a temporary workaround posted here under "Failed to post all changes":  https://support.zendesk.com/entries/168359-zendesk-for-iphone-and-i...

The issue is related to accounts that have no custom fields configured.

@Travis, I'll open a ticket for you, I'd like to inspect the actual attachment that you have.

@Simon, I'll open a ticket for you as well, the badge should be clearing.

May 25, 2011 07:42
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Andrew McGibbon

My notifications are not clearing on my ipad after updating to version 2.1. My zendesk homescreen icon shows a badge with number of notifications on it and there are no new comments or tickets to clear. The badge will not go away if i turn off notifications on the ipad or logout of zendesk on the app any suggestions?

May 25, 2011 08:07
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Jeff McMillen

Thanks, Steven. After adding a custom field and restating the app (necessary) I am able to create new tickets again. Thanks for the work-around.

 

--Jeff

May 25, 2011 08:14
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Mike Erickson

I have yet to figure out how to make TextExpander work (iPad)   I have created a few different test macros within TextExpander and I cant get them to trigger ANYWHERE in the iPad app.   I am _assuming_ it should work when adding comments to a ticket (a very logical place) but no matter what I try, they dont fire at all.

May 25, 2011 11:35
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Mike Erickson

@andrew I am having the same problem.   I cant seem to figure out what considers the ticket as being "read" which would logically clear the badge.

May 25, 2011 11:37
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Steven Yan
Product Manager

Hi Mike, a couple of things to use TextExpander:

1.  In the Zendesk app, tap on your user profile in the top bar and tap Settings.  Enable TextExpander use here.

2.  In TextExpander, make sure you enable "Share snippets"

3.  Restart the Zendesk app.  This is required in order for Zendesk to read the shared clipboard from TextExpander.

4.  Now go to any ticket and type your snippet in the comment box, this should now expand the text.

May 25, 2011 11:46
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Chris Mathis

I have users on both iphone 3 and 4, but recently in an effort to load the app on 2 more iphone 3's, it is unable to ever validate.  I know their password is correct as I make them logon to zendesk at a computer.  I am unable to figure out why they are unable to set up the app.  I have them connected to our wifi here, but still no validation.  As for the people who are set up, I absolutely LOVE the app.

May 26, 2011 06:41
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Sally Coleman

Hi Chris, I had this issue aswell & then after looking into the App it only works for agents.  As it was an end user account trying to use the App we got an error. 

We have end users who would love to use the App to raise & monitor their tickets.  It's a shame they can't do this as they are starting to feel the love for Zendesk now.

 

 

May 26, 2011 08:23
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Steven Yan
Product Manager

Chris, let me know if those users who are attempting to log in are agents or end-users.  If they are agents, I can look into what the problem may be.

As for Sally's point, we don't offer a native Zendesk client for end-users because many of our customers want fully branded support -- it would be strange for end-users to go download a Zendesk app from the App Store when they're trying to get support from Company X.  With our end-user web portal, this allows the ability to brand your end-user portal with host mapped domain as well as a custom banner.

May 26, 2011 08:49
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Victor Hardy
reaservicedelivery

I cannot login to this app.
We use external LDAP authentication back to our AD for access.

Would this be why or is there some other funky config that needs to be done?

 

May 26, 2011 19:11
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Carsten Falborg
IKEA

@Victor Yes, you need to set a password for your agents in zendesk and then use that for authentication on iPhone.

May 27, 2011 00:05
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Steven Yan
Product Manager

Carsten, thanks for answering that.  Victor, a current requirement of our mobile apps is that a password must be set on the user profile in Zendesk.  You currently cannot use your remote authentication server to authenticate logins on these apps.

May 27, 2011 00:07
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Steven Yan
Product Manager

Hi everyone, we have submitted a new version of the app to the App Store.  This build fixes the 3.1.3 instability as well as the "Failure to post all changes" error affecting certain accounts.  Thanks for your patience -- the new version should be available some time next week.

May 27, 2011 07:41
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Simon Hill

Hi Steven - Will this update also fix my problem with the notification badge/home not clearing?

May 27, 2011 07:47
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Steven Yan
Product Manager

Simon, yes it will.

May 27, 2011 07:51
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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.  Thanks everyone for your reports and for your patience.

May 27, 2011 14:01
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TJ Baker

Sorry if this is not the correct place for this question, but I'm curious if you guys plan to introduce forum management into the iPad App?

Le me know if I should post this questions elsewhere.

Thanks, and keep up the great work!

May 27, 2011 15:34
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Simon Hill

Hi Steven,


I've got the update, but it has not fixed my problem with the badge I'm afraid.

I still have '29' showing on the app icon and there is no way to clear it.

I also tried to delete/reboot/re-install the app, but the problem is still there.

Can you help?

May 28, 2011 02:26
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Kalju

Same here, with the only difference that on my iPad 2 it shows "30" on the app badge. Regardless of the actual amount of assigned tickets. Tried also to reboot/re-install but no help...

May 30, 2011 14:54
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Uriel Lizama

I have the same issue with the Zendesk 2.1.1 app, the notification badge won't get cleared, regardless of what I do.

I'm using it on the iPad 4.3.3

Thank

May 31, 2011 13:09
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Steven Yan
Product Manager

@TJ -- I suggest you put a feature request into our feature request forum about more forum management in the iPad app and get it voted up.  We do plan at some point to add forum management into the app, but nothing is planned at this time.

@Simon, @Kalju, @Uriel:  Regarding badge clearing, it turns out that the latest build (2.1.1) was built with an incompatible release provisioning profile, which causes the app to not communicate push notification state to Apple's push servers properly.  2.1.2 has a fix for this, you can expect that some time this week.  Sorry for the problems this is causing, but I'm confident the next release will fix it.

May 31, 2011 13:42
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Adam Jones
I am still having the issues with 'failed to post all changes'
June 20, 2011 20:52
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Steven Yan
Product Manager

Hi Adam, is this occurring if you have an ampersand in the ticket subject?  If so we have a fix coming for that.

June 20, 2011 21:32
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Adam Jones
Why yes it does. Thanks! ETA on fix?
June 20, 2011 21:34
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Steven Yan
Product Manager

Probably in two weeks or so -- we are implementing proper copy/paste for comments so we want to make sure the next build contains this. For now you can change the ticket subject to not contain ampersands.  Not ideal but it works!

June 20, 2011 21:36
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Uberfuzzy

Maybe I'm just blind, but is there no "delete" ticket, or "mark as spam and suspend" from the apps?

Thats about the only thing I would want to be able to do while mobile. When I have 5 free minutes waiting in a line to buy something, I could clear out the recent spam that made it past your filters.

July 23, 2011 14:17
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Steven Yan
Product Manager

Hi Uberfuzzy,

You are not blind, there currently is no delete or mark as spam/suspend in the iPhone/iPad apps.  Please vote on this feature request and we'll make sure that your voice is heard!

https://support.zendesk.com/entries/361750-add-delete-ticket-option...

July 25, 2011 21:47
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Adam Jones

Is it a known issue that when I create cases on my phone and assign them to a profile that no matter who I assign them to, they auto-assign back to me after I create it? I then have to change the profile to the correct client and add a blank comment.

July 28, 2011 07:38
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Simon Hill

I have exactly the same issue that Adam is reporting - any tickets created on my iPad are assigned to me and set as requested by me too, no matter who I actually set as the requester.

I can search for a user name, assign the new ticket to it and it looks all good, then when I submit the ticket it changes it to make it look as if I have requested it, not the user.

 

July 28, 2011 07:45
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Steven Yan
Product Manager

@Adam @Simon this is an issue in the app which we are fixing in the next release, which went up to the App Store for approval yesterday.

July 28, 2011 08:09
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Krish Seenauth

I'm on an iPhone 4 using 4.3.5 and Zendesk App 2.1.4. Is there a way to get your iPhone to vibrate or chime when you receive a new ticket assigned to you? Also, I've created a ticket from a test user and it did not show up on my Zendesk App on my iPhone. In fact, I have "No recent activity on your tickets" which is quite the contrary.

September 15, 2011 12:28
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Steven Yan
Product Manager

Hi Krish,

You should be getting a push notification to your device.  Can you tell me which ticket you created so I can inspect what may have happened?

 

Steven

September 15, 2011 13:16
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Rob Fulton

Hello Steven Yan,

Excited for the new update, thank you.

Here is what would be the icing on the cake:

I get  a LOT of spam and it would be great if there way a way using my iPhone to delete/suspend and get them out of my way.  

It's been super irritating to week through all the tasks and stay hyper-organized on my iPad and cell.  

1. Do you have a timeline on when that will be implemented?

2. Do you have a workaround/workflow to use?

Thank Steven Yan for your help.

October 23, 2011 20:20
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Steven Yan
Product Manager

Hi Rob, that's something that will probably be implemented early next year along with various improvement to our iOS apps, it is a popular request.  For now, there's no great way to delete/suspend tickets via the iPad or iPhone, the web app must be used to accomplish this.

November 07, 2011 08:03
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Luis Barrera

Hi Steven, I submitted a ticket over weekend about an issue someone at the top talked about...I'm running 3.1.3 on my iPhone and it opens with a black screen and then closes (crashes). I thought this issue was resolved a while back? The person that responded to my ticket said 

"The version that we started with is 3.2

3.1.3 is not a iOS version that we support.:"

On the app store it says you support 3.0 furthermore 3.2 is an iPad-only firmware. Is this a current issue? Please advice. 

My ticket number is 154902.

Thanks Steven!

November 14, 2011 09:28
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Steven Yan
Product Manager

Luis, I've reopened your ticket.  The app does run on 3.1.3, albeit slowly.  Our developer will take a look at your account.

November 15, 2011 09:44
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Joe Caprio

Anyway to get new incoming requests to push to iphone/ipad?

April 29, 2012 10:03
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Steven Yan
Product Manager

Joe, not currently -- the ticket must be assigned to you in order for you to receive a notification.

April 29, 2012 16:20
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Joe Caprio

ok, I just set up zendesk to auto assign tkts to me. This seems to trigger the push, but the push takes about an hour before it comes through. I am thinking that perhaps this has something to do with the frequency the app checks the server for new data? Any way to speed that up?

April 30, 2012 18:51
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Steven Yan
Product Manager

Hi Joe, that doesn't sound right, these push notifications should be instant as Apple's push servers push the notification to your device -- it never polls for the data.  Are you seeing this happen consistently?

April 30, 2012 18:55
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Joe Caprio

Hey Steven -

I just tried another test ticket and it took 20 minutes for the push to happen. I looked under the localization tab and saw that my timezone was off... I just changed it and sent another test... Waiting to receive again... Any other suggestions?

 

Thanks!

Joe Cap

April 30, 2012 19:10
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Joe Caprio

I figured it out! I had a hard time getting automation to work with auto assigning tkts to me. I am now using triggers and push works in real time!

Thanks!

April 30, 2012 19:55
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Steven Yan
Product Manager

Hi Joe, ah, it all makes sense now.  Yes, you definitely want to use triggers for this since they are evaluated as tickets are created, rather than automations, which run every hour.

April 30, 2012 20:44
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Paul Scharfe

I just got the app for my iPhone. I tested it out and noticed that even when all notifications are turned on, I won't get a notification when a ticket is first created. I will only get a notification when a requester adds a comment.

Is there a way to turn on a notification for when a ticket is created or is set to a certain assignee?

July 12, 2012 10:47
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Paul Scharfe

Just read the other comments above. I have triggers set to assign to me but did not receive a push notification. I'm going to check my settings and test again.

Any updates otherwise?

July 12, 2012 10:51
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Paul Scharfe

Could it have something to do with having the trigger assign just the Assignee and not the Group?

July 12, 2012 10:54
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Chris Corr

can we use the zendesk iphone app to respond to chat requests?

August 27, 2012 04:24
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Steven Yan
Product Manager

Chris, this is not something supported in our iPhone app currently.

August 27, 2012 17:17
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Doug Killmer

It would be helpful if the app allowed you to play voicemail messages attached to tickets.  Currently, I have to copy the link from the ticket into Safari to play the message.  A hyperlink that redirect you to the Safari app would work too.

September 12, 2012 17:16
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Ian Klein

Hi there-

Is there a way to DELETE a ticket from the iOS app... or, if not, when will that feature be added? It would be very helpful.

 

Thanks!

September 24, 2012 08:33
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Arnaud de Theux
Zendesk

@Ian it's not possible for now. From what I have heard it will be added in the next App update which will also support Retina iPad. This is an unofficial comment ;-)

September 24, 2012 08:38
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Ian Klein

Then unofficially, I am excited. Officially, however, it is Monday, and I'm cranky. Thanks.

September 24, 2012 08:43
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Steven Yan
Product Manager

I can confirm that we will be adding support for ticket deletion.

September 24, 2012 11:38
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Ian Klein

So great to hear, thanks!

September 24, 2012 11:46
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Arik Devens

Are there any plans to allow setting push notifications off for specific triggers? We have one high volume but low necessity ticket type that i would love to turn off notifications for.

November 16, 2012 13:46
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Steven Yan
Product Manager

Hi Arik, we don't have any plans in the short term. In the long term, we do see a use case for allowing you to further customize what events get sent to your phone as push notifications but this would likely be part of a much larger project.

November 20, 2012 00:08
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Todd Boudreaux
Hi. I had trouble finding an answer to this by searching: Is there a way to log into the iPhone app with your Google Apps account? (This is how I log into the site) Thanks, Todd
January 09, 2013 07:19
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Steven Yan
Product Manager

Todd, not at the moment. We do get this request a lot however; this year we're planning on implementing it. In the meantime, you will need to set a password inside your Zendesk user profile in order to login.

January 09, 2013 08:25
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Steve Callan

Sorry if I missed this elsewhere, but...

Loaded the zendesk app on my iPhone. Even when logged out and the app terminated (double press home button, hit the minus symbol in the tray), I keep getting notifications on updated tickets. How do you *really* turn off the app on the iPhone?

January 30, 2013 08:04
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Luke Andrews
highqsolutions

if you go to settings > notifications, Zendesk you'll be able to turn this off there.

January 30, 2013 08:38
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Steven Yan
Product Manager

Steve, if you log out, that should unregister your device from Zendesk and we will no longer send you push notifications. Are you actually logging out of Zendesk, or are you just backgrounding the app?

January 30, 2013 08:53
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Steve Callan

I am logged out on my iPhone (but still logged in on a desktop). Select "More" and "Sign out." That takes me to the "Sign in to your Zendesk account" page in the app, and the "Sign in" button is active (password field is blank, says Required).

January 30, 2013 09:10
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