Forums/Product news and updates/Announcements

Introducing Zendesk for Windows Phone

Steven Yan
posted this on January 10, 2012 10:55

Today we are excited to introduce Zendesk for Windows Phone and bring Zendesk's powerful agent interface features to the Windows Phone platform.  The app provides the same visibility into Zendesk ticket activity as from the online interface, allowing agents to easily view and manage tickets while on the go.

What's New?

windows-phone-slider-bg.png

Manage your complete ticket workflow

  • Access your Zendesk ticket views
  • View all ticket fields, tags and comments
  • 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
  • Reference your recently viewed and created tickets

Take a picture, save your thumbs

  • Take a photos from within the application and create a new ticket
  • Attach a photo to a ticket from any device

Search your Zendesk

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

Pin Views and Tickets to your Start Screen as Live Tiles

  • Pin any of your ticket views as a Live Tile to your Windows Phone's start screen for easy access and ticket count monitoring
  • Pin any ticket to your start screen as a Live Tile for easy access

 

Get the app today, free!

Zendesk for Windows Phone is supported on any Windows Phone device running Windows Phone 7.5 (Mango).  Search for "Zendesk" in the Windows Phone Marketplace from your Windows Phone to get started. The following video shows you how it works. 

Do you have an iPad, iPhone, Android or BlackBerry device?

There's an app for you, too.  Zendesk provides mobile apps for all major smartphone platforms.

 

Comments

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Jimmy Bowers
iveyitcentre

Since your picture shows the Type as "Bug" does this mean there are new options coming to the Type field we can't modify?

January 19, 2012 11:02
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Steven Yan
Product Manager

Hi Jimmy, no, that was a mistake in the mockup, sorry about the confusion.  I've updated the image with a correct Type field value.

January 20, 2012 17:21
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Paul Lee

Hi,

The ability to pin a view to the front screen doesn't appear to be working on the latest release (v1.2).  Can somebody advise on this?

Cheers,

January 22, 2012 16:50
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Steven Yan
Product Manager

Hi Paul, nice catch, we'll get that fixed.  Sorry for the trouble!

January 24, 2012 12:40
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Tate

Hi Steven, would using a smart phone such as windows phone allow the agent to accept new calls from the phone instead of having to go back to the computer?  Our lone agent would accept calls on a cell phone and be in various locations around the office and not often at the computer.  It's not efficient to go to the computer after every call just to make himself available to accept a new call.  

January 31, 2012 11:27
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Steven Yan
Product Manager

Hi Tate, are you referring to our Zendesk Voice integration in the use case you describe? 

January 31, 2012 21:25
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Tate

Hi Steven, yes that's correct

January 31, 2012 21:37
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Steven Yan
Product Manager

Hi Tate, this isn't a use case that we've optimized for quite yet.  Even if you could make yourself available via one of our native apps, or even via your mobile web browser logged into Zendesk, we always have a "wrap-up" phase which requires the agent to acknowledge that they're ready for the next support call.  

I'll take this as feedback -- you're the second person to ask in about a week about this use case, and we can probably offer an option in the future to not require this wrap-up step.

February 05, 2012 11:40
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Paul Lee
Any info on next update with the above mentioned bug? Cheers
February 20, 2012 15:24
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Steven Yan
Product Manager

Hey Paul, sorry for the delay.  We just submitted the app to the Windows Marketplace along with a number of other improvements.  I will post here along with a link to an Updates & Known Issues forum when it's available.

February 21, 2012 14:10
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Steven Yan
Product Manager

The latest version of the Windows Phone app is now in the Windows Marketplace (version 1.3).  Please subscribe to this support forum article for further updates:

https://support.zendesk.com/entries/21061887-zendesk-for-windows-ph...

February 25, 2012 23:54
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Paul Allen
techtorium47

The one and only feature that I use on the iPad app is the Open Tickets Assigned to You button. Would love to have that, or at least the ability to configure search with filters to get the same result!

April 30, 2012 13:18
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Steven Yan
Product Manager

Hi Paul, that must be one powerful feature!  Thanks for the feature request.

May 02, 2012 23:44
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Joe
Zendesk

Tate -

I was just reading over this thread and wanted to let you know (in case you haven't discovered already) that we added a feature to Zendesk Voice that lets you disable wrap-up mode. This makes it possible for your Agent to stay available for calls indefinitely without going back to the computer.

You can configure this under Settings > Channels > Voice. I hope it helps!

February 28, 2013 15:48
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