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

Zendesk for Windows Phone: Updates and Known Issues

Steven Yan
posted this on February 25, 2012 23:00

Release Notes

2014-1-13 (1.6.1)

What's New and Fixed?

  • This is a minor release to fix a bug which was present in 1.6 and prevented some agents from viewing more than two fields in a ticket.

As always, please let us know of any feedback or questions you have.

 

2013-12-30 (1.6)

What's New and Fixed?

  • We have resolved the issues with pinned ticket views and live tiles.
  • We have gone through all your feedback and fixed a lot of bugs and stability issues which were making the app unusable for some people.
  • Macro changes are now applied to all applicable fields.
  • Views which contain a large number of tickets are now paging correctly.
  • Auto completion of tags and users now works correctly.
  • App now supports basic and full priority.
  • You can now add a new user while editing/updating a ticket.

Notes.

  • On the 15th of January, Zendesk will be making changes to how some of our APIs for mobile work. This means that anyone on an older version of our Windows Phone app may not be able to log in after this date. To correct this you must update to 1.6.
  • Anyone who already has live tiles set before updating will need to delete and add again after updating for the fix to work.
  • The front of live tiles will show a number, indicating the number of tickets in a view. Due to a limitation with Windows Phone the max number this can show is 99. So, if someone has a view pinned to there home screen and there are 200 tickets in the view, the live tile will say "99" on the front but when the tile flips the correct number will be shown in text. 
  • Users upgrading from the previous version may not see all their ticket fields when creating or viewing tickets.  Uninstalling and reinstalling the app will solve this issue.

2012-06-17 (1.4)

What's fixed:

  • Fixed an issue with pinning ticket views to the start screen

2012-02-25 (1.3)

What's new:

  • Significant speed improvements in retrieving and updating ticket information
  • Text suggestion enabled in ticket text fields

What's fixed:

  • Fixed issue with ticket views not pinning correctly to the home screen
  • Fixed issue preventing multiple attachments from being added
  • Fixed issue with adding CCs to tickets
  • Fixed issue where changing a group and assignee, saving, and then changing a group and assignee again was not possible
  • Agents logging in can now press and hold on the login fields to place the cursor
  • Fixed issue with XML error appearing when updating a ticket

 

Known Issues

The application crashes

Please email a report of your issue to support@zendesk.com, including the following details:

  • Windows Phone device type
  • Reproduction information, including specific actions you took prior to the crash and any specific ticket IDs.

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 Windows Phone 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:

  1. Login to Zendesk through the web portal
  2. Click "profile" in the upper right hand corner
  3. Click "change password"
  4. Enter a password for your user profile and use this password as your Zendesk for iPhone login
 

Comments

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P Stevens
sheakleypay

FYI, pinning a ticket or a view to the home screen still does not work.

Thank you

March 13, 2012 16:24
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P Stevens
sheakleypay

sorry, forgot to include device.

HTC Arrive (HTC 7 Pro)

March 13, 2012 16:25
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Steven Yan
Product Manager

Hi P Stevens, sorry for the delay in responding to this, I will look into this for you.

April 11, 2012 13:29
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Daniel Russello
Our company just switched to lumia 900 running windows phone 7.5 and you can't pin anything from zendesk except the application shortcut which is not even a live tile. I went to AT&T store and replicated problem with HTC Titan and Samsung Focus S so problem is not phone specific. Please fix, we really want this feature greatly.
April 17, 2012 21:10
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Paul B. Felix

Same here.  The pin to home screen feature if pretty important.  Without it I'm having to rely on email notifications to tell me when new tickets are logged.  Can we get an estimated time that this can be fixed?

May 09, 2012 08:33
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Andrey Marchev
designconnected

please, make it available in the bulgarian marketplace.

June 04, 2012 03:53
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Steven Yan
Product Manager

We've just released a fix (v1.4) fixing view pinning issues to the home screen.

June 17, 2012 01:10
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Daniel Russello

Stephen,

I was so excited to see this finally fixed but its still not working for me. I even tried uninstalling the App and Re-installing v1.4. I can't pin ticket views, bookmarked tickets, or individual tickets. In fact I can't pin anything except the program shortcut. The screenshots of this functionality actually working on your website is the main reason we switched helpdesk systems when our company was leaving Android phones. This problem was listed as fixed in 1.3 and 1.4 patch notes so please at least verify it actually works before telling everyone it is. I verified this feature is still broken on three separate phones running Mango with Zendesk 1.4.

June 17, 2012 11:30
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Steven Yan
Product Manager

Hi Daniel, I apologize for the misinformation, there seems to be an issue that occurs only on versions of the app installed from the Windows Marketplace.  We do verify these fixes prior to releasing the app on the same version of the build, but have only now isolated this as the issue.  We'll be pursuing this one quickly and get a fix out as soon as possible.

June 17, 2012 12:56
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Paul Allen
techtorium47

Tried changing a Pending ticket to Solved and it tells me 'Unknown Error". Earlier when I tried it said Solve Confirmation was required, but I had selected Solve Silently. This is on a Nokia Lumia 900 after installing the 6-17 update. 

June 18, 2012 14:39
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Jeremy Smith

Any update on the fix for the Pin feature? We're currently in an evaluation and would really like to see this in action. Thanks!

July 05, 2012 07:55
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Steven Yan
Product Manager

Hi Jeremy, there's another build on the pin feature that will be available in the Marketplace any day now.  It turns out a previous build was using some code which does not work on the published version of the app, hence why it never showed up as an issue in our testing.

@Paul, looks like I missed the issue that you raised.  I'll follow-up on this, I am able to reproduce it.

July 10, 2012 23:15
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Daniel Russello
New update "Finally" allows pinning of tickets and views. View tiles however only reflect changes if unpinned and repinned. I have tried rebooting my phone and adding new tickets as well as removing tickets. The number showing how many tickets are in current view also does not look like the screenshots that have been on the marketplace and Zendesk website. The current numbering is much less pleasing for me as well as being 1/3 the size of the ones in the screenshots which will make using minitiles in wp7.8 not practical. Sorry for sounding impatient, we just want the features highlighted in your 1.0 release notes to actually work.
July 18, 2012 05:35
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John Merrey
teamlogicitokc

To agree with Daniel's post, if you pin a view on the homescreen, it shows you how many tickets are in that view, but it doesn't update the number when a new ticket is added to that view. 

August 23, 2012 14:13
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John Merrey
teamlogicitokc

Also, when I comment on a ticket in the app, it saves it as a "Draft" and never saves the comment. 

August 23, 2012 14:16
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=?koi8-r?B?7cHSxc7J3iD0wdLB0yD3zMHEyc3J0s/Xyd4=?=

Lumia 800

"Error login you in" after login/password/domen input.

September 03, 2012 07:14
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Peter Whitehouse

The pinned views are not live for me they just show the zendesk page logo, WP8 Lumia 920

December 07, 2012 15:54
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Daniel Russello
The live tile has never worked on windows phone 7 and there has not been an update to support the new aspect ratio in windows phone 8. We are hoping someone at Zendesk will start to actively support the growing windows phone community.
December 07, 2012 16:31
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Peter Whitehouse

Ouch really? That's pretty bad, I hope they focus on sorting out the WP 7 & 8 apps to give them top notch functionality.

December 11, 2012 10:36
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Andrew McIlroy
bigreddog

Any update on the pinned views Live Tile updating ? Using Lumia920 WP8

April 03, 2013 12:53
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Soporte Apesoft

Lumia 610 W7

When will be able update tickets properties from W7?

Even own fields.

Thanks

April 24, 2013 06:50
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Steven Yan
Product Manager

Hi everyone, I would like to address the quality of our Windows Phone app. We understand it has not been meeting your expectations and its quality is not on par with our iOS and Android apps.

We have brought development in-house for this app, and we are actively working on reviewing the most serious flaws in the app and plan to have a minor release out within Q4 of this year. From there you can expect more regular updates as part of ongoing maintenance of the app. Thanks for your patience.

September 26, 2013 12:03
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Wes Drury
muscogee

Great news Steven - I know the Dev team will do a great job on the app and I can't wait to try it out!

September 29, 2013 21:01
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cmwind
techtorium47

Thanks Steven. This is great news. I hope this will spiral into a killer Windows 8.1/RT app as well

October 23, 2013 15:00
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Lars T. Solberg

Hi,

Any news on the minor update for the Windows Phone app? Looking forward to try it out as the existing app won't let me log in at all.

October 28, 2013 00:46
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Steven Yan
Product Manager

Lars, we are about halfway through development for the minor release. We'll probably be ready to test and release within the next month.

October 28, 2013 20:05
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Lars T. Solberg

Hi Steve,

Thank you for the quick reply! Looking forward to update the app.

October 29, 2013 01:43
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Jose Cruz
Nice good
November 06, 2013 08:16
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Scott C
mds
Steven, Excellent news, Thanks!
November 08, 2013 23:23
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Wes Drury
muscogee

@Steven - Will this update include the organization for the Windows Phone Apps.  Its great that we can see the properties and comments but our techs need to know the organization so they know where to go.

November 19, 2013 10:24
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Steven Yan
Product Manager

Wes, for this release we probably won't be adding that. Do you simply need to know the name of the Org or are there more details about the Org that are going to be helpful as well?

November 19, 2013 10:26
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Wes Drury
muscogee

@Steven - Thanks for the quick response, for us we just need to know the name of the org.  Below is our use Case:

Our organizations are school locations.  There are around 19 techs that are assigned to different locations.  The agent interface they can see the organization name via views that we have created however they can't see this on the mobile phone.  We would like to see the org name via the ticket properties or a way to filter by org so the tech can see all tickets that are open while they are physically in that building.  

Hope this helps and just let me know if you have any further questions.

 

 

November 19, 2013 10:38
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Lars T. Solberg

Hi again,

Any news about the Windows Phone app, is there any hope for a release before New Year?

December 10, 2013 03:01
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Noel Tate
Zendesk

@Lars Yes, we are just running through our final testing and hope to submit the updated app within the next week. We will make sure there are full release notes posted up here for you guys.

December 10, 2013 03:16
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Lars T. Solberg

@Noel Thank you for the quick response! That is great news, looking forward to update the app.

December 10, 2013 03:19
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Wes Drury
muscogee

So I got a Zendesk update today on my Windows phone so can you tell us what all was done or changed.  The only thing I noticed was the icon changed but it didn't crash while I was in so thats a good sign.

January 01, 2014 16:40
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Noel Tate
Zendesk

Hi Everyone, We have just updated our Windows Phone app to the latest version. As Steven mentioned previously, we know the app had not been meeting your expectations and was not functioning as well as our Android and iOS versions and so we are very excited to get this update out to you.

This is the most stable and useable version of our Windows Phone app to date and we'll be continuing to listen to your feedback to improve it even further into 2014 so keep it coming.

Happy New Year!

 

2013-12-30 Windows Phone App updated to Version 1.6

What's New and Fixed?

  • We have resolved the issues with pinned ticket views and live tiles.
  • We have gone through all your feedback and fixed a lot of bugs and stability issues which were making the app unusable for some people.
  • Macro changes are now applied to all applicable fields.
  • Views which contain a large number of tickets are now paging correctly.
  • Auto completion of tags and users now works correctly.
  • App now supports basic and full priority.
  • You can now add a new user while editing/updating a ticket.

 

 

January 02, 2014 02:32
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Peter Whitehouse

Thanks for the update guys, Its refreshing to see a company actually deliver on a promise :)

A couple of things I have noticed,

  • Live tiles seem slow to update - I have two views pinned "My unsolved tickets" & "All unsolved tickets" when I solved all the tickets the tiles did not update for a good few hours (on wifi here) & even did not refresh after a reboot (Zendesk is allowed as a background task)
  • Live tiles show a small number in the top right that represents how many tickets are in that view & also when the tiles spin over they give you exactly the same info saying something like "You have 3 open tickets in your group" - Would it not be better for the tiles to spin over and perhaps scroll through the subject lines of the open tickets?
  • Also the views list in the app seems slow to update unless I go to settings and select "refresh application" - perhaps this should happen automatically on opening or resuming the app (even fast resume)?

My phone info Lumia 920 UK EE developer preview unlocked

OS Version: 8.0.10521.155 (MS GDR3)

Firmware Version: 3047.0000.1326.2021

Keep up the good work guys.

January 04, 2014 04:17
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Barry Carroll
Zendesk

Hi Peter,

Thanks for the feedback :)

  • The live tiles update using a scheduled background task which is subject to some restrictions.  In an ideal world this should happen every half an hour.  We also have to hope that when the background task executes that the view counts have updated on the server side too and that task is also scheduled.  Naturally we'd like to make this faster and we can look at server-side driven live tile updating in the future, and that method is not subject to the restrictions mentioned above.
  • The current version of the App is compiled for Windows Phone 7.1 and above and that limits us on the amount of things we can tell you on a live tile.  We should be able to improve this with an app that is specifically compiled for Windows Phone 8.  Additionally there is a limit of 99 on the badge count on a tile so the reverse will show you the true count.
  • That's a good point about refreshing the views, I'll add it to the list!

Thanks,

Barry.

January 06, 2014 06:46
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Scott Wermter
njpa

I have the newest Windows Phone 8 update on my Lumia 920, the so called Black update.  I hadn't installed the Zendesk app before this so I cannot compare.  Anyways the app installed ok but I cannot get logged in no matter what I try.  I can login with the same credentials and settings on an iPhone but not Windows Phone 8.  The error that comes up is "Unable to reach Zendesk".  That is using my custom domain name.  If I try the Zendesk domain it gives the error "Login failed. Please enter a valid email address, password and URL".  Any ideas?

February 12, 2014 09:18
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Scott Wermter
njpa

So about 20 minutes after posting the above and trying a few things I got it!  We use SAML SSO so I did the trick near the top of this page that worked for the iPhone of going to my user profile and resetting the password.  That worked!

Now to get my live tile working.

February 12, 2014 10:07
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Hiten Patel

Hello,

Just trying Zendesk out on a Lumia 800, as the company iPhone 4 is too slow. 

But I do not get alerts (notifications) to tell me a ticket has come in or been updated, etc.  Any ideas why?  

Cannot find any notification settings in the App or Phone either.

Thanks!

February 17, 2014 08:02
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Wes Drury
muscogee

I still would like to see the Organizations that my users belong to.  We have thousands and thousands of user and have no idea where they located when viewing through the windows phone app.  

February 17, 2014 19:52
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Noel Tate
Zendesk

@Scott Wermter Sorry for the delay getting back to you. Glad you were able to sort this out. Did you have any luck getting the live tiles working? We made some nice improvements to them in our last update so let us know what you think!

February 19, 2014 11:35
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Noel Tate
Zendesk

@Hiten Patel Don't worry, it's not you, it's us! Currently we do not support push notification on Windows Phone. It is something we are looking at though and we hope to have it sometime in Q2 this year.

 

February 19, 2014 11:35
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Noel Tate
Zendesk

@Wes Drury Agreed, this part of our Windows Phone app is pretty basic and does not scale well with larger/multiple organisations. We will be taking on a project later this year to improve how the app handles use cases like your (along with a lot more). It won't happen in the next few months but we will be looking at it. In the meantime if you have any other feedback on the app please let us know.

 

February 19, 2014 11:37
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Scott Wermter
njpa

@Noel Tate Got it working, just need those push notifications right meow!

February 25, 2014 11:32