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

Zendesk for Android: Updates and Known Issues

Steven Yan
posted this on July 13, 2010 16:38

Release Notes

2014-04-17 (2.2)

What's New in Version 2.2?

• We've updated the app with a new restyle.

• The dashboard layout has been improved for devices with small screens.

 

What's Fixed in Version 2.2?

• We have fixed some of the issues with notifications which were reported to us after our last release.

• We fixed several crash issues which were affecting some users.

•We fixed an issue where the call duration was displayed incorrectly when viewing a voice ticket.

2014-03-12 (2.1.2)

Today we released version 2.1.2 of our Android app in the Google Play Store. This is now live and ready to download. We have also submitted this to the Samsung KNOX Store and the Amazon store and these are awaiting approval.

What’s New in Version 2.1.2?

  • This was a patch release to fix some crash issues identified with version 2.1.2 which affected a small number of users.

2014-02-27 (2.1.1)

Today we will be submitting version 2.1 of our Android app to the Google Play Store.

What’s New in Version 2.1?

  • We have updated our login method to improve security for users of the app. This change will not affect how you use the app but you will need to log in again after updating.
  • User profiles will now show Facebook and Twitter details.
  • Refreshed Dashboard view and Notifications

Bug Fixes:

As part of this update we have spend a lot of time addressing many bugs which customers have raised with us and which we have come across during testing.

Here are some of the major bugs we have squashed!

  • Twitter and Facebook reply options for Android now work.
  • Pinned views are no longer disappearing.
  • Push Notification failure issues have be fixed.
  • Dismissed or cleared notifications returning on next push notification.

Notes

After updating to version 2.1, you will need to log into the app again. This was necessary for updating to OAuth

 

2013-08-26 (2.1.0)

What's new:

  • Zendesk for Android is now available in 14 languages—German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean. 
  • We've improved the interface and navigation.
  • Support for problem and incident linking.
  • Support for marking tickets as spam.

What's fixed:

  • Fixed reported crashes.
  • We've fixed an issue with grouping a ticket view by custom ticket field returning incorrect groupings.

2013-07-10 (2.0.13)

What's fixed:

  • We've introduced a number of stability improvements in this release.

2013-06-18 (2.0.12)

What's fixed:

  • 2.0.11 introduced a crash upon app startup for many customers. We released 2.0.12 which addresses this issue and we are very sorry for the regression.

2013-06-18 (2.0.11)

What's new:

  • We've added support for our upcoming ticket forms feature, available for Enterprise customers.

What's fixed:

  • Ticket views were not grouping correctly by organization.
  • We've fixed an issue with tickets with long comment threads not properly displaying all comments.
  • Our app was sometimes encountering an error when registering with our push notification provider. We've fixed this and it should improve push notification reliability.

2013-05-22 (2.0.10)

What's new:

  • We've migrated to Google Cloud Messaging to make push notifications more reliable. This addresses various reports of customers not properly receiving push notifications. Please note that Google Cloud Messaging supports Android 2.2 and above.
  • Inline with our new agent interface behavior, ticket comments are now always in reverse chronological order, newest comment at the top.

What's fixed:

  • We've fixed an issue where private ticket comments were showing up as public.
  • Fixed an issue with some comments on Facebook tickets not rendering properly.
  • Voice tickets now render properly and you can play voicemails.
  • Modifying the due date on a ticket now properly shows the submit button so agents can submit this change.
  • Macro ordering should now be inline with ordering shown in the agent interface.
  • Fixed an error with malformed error messages when updating tickets.
  • Comment timestamps should now correctly show the agent's timezone instead of UTC timestamps.

2013-04-24 (2.0.9)

What's fixed:

  • Fixes ability to view tickets in On Hold status and ability to update tickets to On Hold status
  • Fixes crashes in Android 4.2.2 when refreshing a view
  • Fixes various crashes with attaching images taken from the gallery or from the phone's camera
  • Fixes issues with applying personal macros on some accounts
  • Creating a new user from a ticket now properly adds the user as the requester after ticket submission\
  • Light agents can now properly make private comments on tickets
  • Apply macro is now properly hidden for restricted agents who do not have permission to update ticket properties
  • Various UI fixes between portrait and landscape mode on certain screens

2012-10-16 (2.0.8)

What's fixed:

  • Fixed issues with macro ordering and view grouping

2012-10-14 (2.0.7)

What's fixed:

  • Released a fix for an application crash when launching the app from the notification bar

2012-09-25 (2.0.6)

What's new:

  • Support for a small but highly requested feature that will be released soon!

2012-08-08 (2.0.5)

What's fixed:

  • Fixed menu bar for Android 4.1 (Jelly Bean) users

2012-05-16 (2.0.4)

What's new:

  • Improved security by defaulting to SSL requests and verifying certificates (credit to Erwin Geirnaert of Zion Security)
  • Improved secure storage of passwords
  • Activities for deleted tickets no longer appear

What's fixed:

  • Fixed push notification issues for some users
  • Fixed connection issues for some users on Kindle Fire

2012-04-02 (2.0.3)

What's fixed:

  • Fixed an issue in the previous version (2.0.2) with ticket views showing an error on accounts with disabled system fields

2012-04-02 (2.0.2)

What's new:

  • New settings for enabling/disabling notification sounds and vibration
  • Trying to access a deleted ticket will now show an appropriate error message.

What's fixed:

  • Fixed issue with the latest comment on a newly updated ticket not showing when accessing via a push notification.
  • Fixed issue with the latest comment sometimes not showing up after updating a ticket.

2012-01-16 (2.0.1)

What's new:

  • Ability to turn notifications on/off (see Settings screen)

What's fixed:

  • Fixed login issues for accounts with self-signed certificates
  • Various stability fixes

2011-12-06 (2.0.0)

What's new:

  • Receive real-time updates about your assigned tickets.
  • 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
  • Bookmark tickets for later reference
  • Reference your recently viewed and created tickets
  • View and attach photos to tickets.
  • Search your Zendesk to find tickets, users and forum posts from a unified search interface
  • Search by ticket ID to easily find any ticket.

2010-12-21 (1.0.4)

  • Updated User-Agent header for tracking client usage

2010-10-05 (1.0.3)

Bug fixes

  • Tickets can now be updated with non-Latin characters in the subject or description (e.g. Russian or Norwegian characters).

2010-08-03 (1.0.2)

Subject editing

  • The Zendesk web interface allows agents to edit a ticket's subject -- this is helpful if the ticket subject does not accurately reflect the content of the ticket.  Zendesk for Android now also supports subject editing on an existing ticket.
     

Bug fixes

  • When setting a ticket to type "Task", the task due date field now appears properly.

 

2010-07-13 (1.0.1)

Twicket support

  • Identify twickets at a glance:  a twicket (ticket created from Twitter) will be identified by a "t" Twitter icon in the upper left corner 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.

Requester information

  • All tickets now show the requester name and date requested at the top of the ticket properties page.

Bug fixes

  • When creating a new ticket, users were experiencing a hard crash when attempting to search for a requester again after a requester had already been selected.  This has been fixed.

 

Known issues

None at this time.

  

Download the app for devices without access to Google Play or Amazon Appstore

If your Android device does not have access to Google Play or the Amazon Appstore where we list our app, you can download our Zendesk for Android APK file here through your device's web browser or use this QR code:

qrfree.kaywa-1.png

 

Comments

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Danny Olefsky

Any chance of allowing the use of macros on the mobile versions of Zendesk?

July 28, 2010 13:34
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Steven Yan
Product Manager

Danny -- that's the most requested feature on the iPhone/Android/Blackberry apps.  It makes a lot of sense, especially on a small screen and typing on a phone!

July 28, 2010 13:35
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Danny Olefsky

Rockin' - appreciate it. Nothing like support emails on the bus!

July 28, 2010 13:38
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Tom Melchionna

I love to hate this app. It makes me work when I don't want to work....but it's just so damned efficient!

July 31, 2010 19:55
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Sergey Lukerin
itdevelopers

Latest app update (1.0.2) with subject editing make non-Latin characters bug much worse - now I can't edit any ticket with Russian characters in subject.

Before this update I can't enter comment, but can assign ticket or close is. Now every ticket update failed.

August 12, 2010 01:15
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Steven Yan
Product Manager

Sergey, thanks for letting us know about that.  I'll prioritize development to get the issue resolved immediately.

August 12, 2010 06:22
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Manuel
cleverelements

Is it possible that the Andoid App is only available for Admins but not for Agents with restricted group access. If the latter is trying to login via Android it say Zendesk Error - Your login credentials are incorrect.

Please advise. 

Manuel

August 23, 2010 05:55
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Steven Yan
Product Manager

Manuel, all agents on all plans should have API access.  If the agent's credentials are set on their profile in Zendesk, the login should work fine.

September 03, 2010 17:44
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Steven Yan
Product Manager

Sergey, wanted to let you know that we're working on a fix for your Russian character issue and should have something out to the Android Marketplace shortly.

September 03, 2010 17:45
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Sergey Lukerin
itdevelopers

Great news, Steven!

September 04, 2010 03:24
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Gareth Kemp

Any update on enabling macros?  Last mention was back in July - a rough timescale would be interesting.

September 27, 2010 12:03
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Sergey Lukerin
itdevelopers

«Sergey, wanted to let you know that we're working on a fix for your Russian character issue and should have something out to the Android Marketplace shortly. Sep-04 2010 04:45.»

Any info about this fix?

September 27, 2010 14:31
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Steven Yan
Product Manager

Hi Sergey, to clarify the issue you were experiencing, were you seeing the application hang on the "Loading" screen after trying to update a ticket with Russian text?  We have fixed this issue.  Look for an update in the Android Market on Tuesday, October 5th.

September 29, 2010 19:10
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Sergey Lukerin
itdevelopers

Yes, that issue. Okey, waiting for Market update.

October 01, 2010 00:42
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Steven Yan
Product Manager

Zendesk for Android 1.0.3 is now available on the Android Market.  This release fixes an issue when updating a ticket with non-Latin characters (e.g. Norwegian or Russian).

October 05, 2010 23:25
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Sergey Lukerin
itdevelopers

Hi Steven, just updated app - it working fine with Russian now! Thanks!

October 05, 2010 23:52
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Sergey Lukerin
itdevelopers

Another issue: I turned on Zendesk's Plus+ plan evaluation, then enabled SSL in Mail and domains. Now if I run Android app - Tickets view is empty (Loading... then just empty white field, no views; Refresh wont help). If I disabled SSL - all back to normal.

October 15, 2010 16:12
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Aaron Koch

Android force-closes when clicking any view.  Uninstall/clear data then reinstall doesn't fix.

October 27, 2010 10:27
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Arno
techtorium47

Force close: same here. Unexpected error, so you have to force close. Reinstall doesn't fix. Worked flawlessly until Oct 27.

October 27, 2010 21:33
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Steven Yan
Product Manager

Hi Aaron and Arno, this issue was fixed earlier this afternoon, and the Android app should be working again.  Sorry for the inconvenience.

October 27, 2010 23:00
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Steven Yan
Product Manager

Sergey, are you still experiencing the issue with SSL?

October 27, 2010 23:00
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Mcdent

Hi, I'm liking the Android app, however I was a bit surprised when I attempted to phone a user, that I could not see the phone number or other parts of the user profile from the ticket?

I'd also like to see the Details and Notes, as we use this as a workaround for Address of our customers.

I'm guessing one reason for having the Android app is to be able to access tickets from the field, thus the need to contact them or visit them?

 

Thanks

Mike

 

November 13, 2010 07:34
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Steven Yan
Product Manager

MIke -- thanks for your feedback, and we have heard this from others as well.  Look for more user profile information in future releases of all of our mobile apps.

November 14, 2010 08:06
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Tracy
interflow

Add a remember me option for the login...I'm tired of having to repeatedly log in ;) 

March 10, 2011 12:35
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Amit Keret

i am trying to use the android client and i am getting an error message "there was an error sending the request. please check your login detailes at menu/settings"

 

i am using motorola xoom with honeycomb os (android 3.0)

April 27, 2011 05:37
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Steven Yan
Product Manager

Hi Amit, did you happen to have your API password access deactivated when you tried this?  I notice you have it enabled now but this is a common login problem.  Please let me know so I can assist you further.

May 10, 2011 23:23
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Santiago Suarez Ordoñez
saucelabs
Hi Steven, Cool app all in all. I used it for a while bit but got stuck in login since I implemented the custom domain, though. Putting either "saucelabs" (old sub-domain) or "support.saucelabs.com" (my new custom domain) both fail. Any advice? Sounds like a super simple fix, hope that's the case
May 20, 2011 05:35
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Steven Yan
Product Manager

Hi Santiago, glad you like the app.  I checked your account settings and noticed you are using remote authentication.  Do you also have a password set on your user profile in Zendesk?  This is required in order to use the app -- it currently won't work with your single sign-on username and password.

May 20, 2011 08:20
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Santiago Suarez Ordoñez
saucelabs

Hi Steven, thanks for the quick response. The answer is no, I use regular auth for my admins and SSO just for my users. Good news is that I got it to work after several tries. For the record, independently of whether I have a custom domain or now, still the sub-domain at Zendesk should be provided instead (that kinda confused me as it's not the case when using the ipad app).

May 20, 2011 08:41
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Steven Yan
Product Manager

Hi Santiago, glad you figured it out -- I had thought you tried using the old subdomain since you mentioned that initially.  

We did change the behavior in the iPad app specifically because users were confused about this -- that change has yet to make it to Android, however.

May 20, 2011 08:47
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Santiago Suarez Ordoñez
saucelabs

Good to know. Keep up the good work!

May 20, 2011 09:22
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Reneé Lasswell
nightowlgames

I remember once before being told I couldn't get the Android App to work because we had our helpdesk configured to not allow new account creation to force our users to get created accounts via an SSO option. This however really bums me out because that means I can't use the App to respond to customers as when I login I always get a blank screen. Since there is the special log me in URL can't I configure this on for the Android App so I can use it for that? It'd be a good work around I feel.

 

Thanks!

June 25, 2011 08:51
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Steven Yan
Product Manager

Hi Renee, if you have SSO enabled you should just be able to set a username/password on your Zendesk profile and log in this way.  SSO should not block your ability to access the Android app in any way beyond the password requirement.

June 27, 2011 10:37
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Reneé Lasswell
nightowlgames

I uninstalled the App, re-installed and it's working again. Soooo.I'll just see if it continues to work :)

June 27, 2011 11:33
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T Elliott
I have noticed that the numbers are correct, but when I view "My unsolved tickets - 4" no tickets are displaying. Same goes for pending and unassigned. Any info is appreciated.
August 30, 2011 13:26
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T Elliott
Disregard. This app appears to be working fine now. Have a great weekend, -T
September 02, 2011 17:18
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Robert Walker
octa

When I try to update a ticket on my htc EVO 4G, I get "Zendest  Error Hours in New is invalid Hours to First Response is invalid."  Any suggestions on how to remedy this?

September 23, 2011 08:31
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Steven Yan
Product Manager

@Robert, it sounds like you have an invalid value which you've entered into one of your fields.  Can you tell me what value you were trying to enter into "Hours to First Response"?

September 23, 2011 10:12
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Robert Walker
octa

Steven, 

First, thanks for the response.  I was under the impression that these fields (Hours in New and Hours to First Response) would be automatically generated as they are on our Zendesk interface.  With that in mind, I did not enter anything into either field.

Thanks again.

September 23, 2011 10:22
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Steven Yan
Product Manager

Hi Robert, if you don't enter anything I still would not expect an error like that -- it should still work for an empty value.  Let me know if I can be of further help here.

September 23, 2011 10:25
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Robert Walker
octa

I have been testing this all morning.  If I create a ticket from my phone (htc EVO on the Sprint network) I can comment, reassign and change status with no problems.  If I try to do any of that with a ticket created via the web, I get the errors I noted above.  I have even uninstalled and re-installed the app. Just looking to find what I am missing or doing wrong.

Thanks for your time and patience.

rew

September 23, 2011 10:34
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Steven Yan
Product Manager

This sounds like it may be an API issue, I'll open up a ticket for you so we can investigate further.

September 23, 2011 10:38
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Robert Walker
octa

Thanks for all your help Steven!

September 23, 2011 10:44
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Steve Creel
cinn

Are there any plans to make this available via the Amazon App Store for use on the Kindle Fire?

November 15, 2011 04:22
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Steven Yan
Product Manager

Hi Steve, that's something we have not looked into yet, but will soon as we are have an upcoming refresh of the Android app.

November 15, 2011 08:49
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Tracy
interflow
I still don't see a way to save my login info so I don't have to keep typing everything in. Am I just missing something somewhere??
December 16, 2011 11:13
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Steven Yan
Product Manager

Hi Tracy, that app just keeps you logged in -- are you experiencing logout each time you use the app?  That shouldn't happen.  We can open a ticket for you if this is the case to investigate further.

December 16, 2011 11:15
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Tracy
interflow
I only use it a couple of times a week when I'm offsite. And so far, every time I need it, I have to log in again. It's cold here and I have to take my gloves off to do it!
December 16, 2011 11:21
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Steven Yan
Product Manager

That still should not happen.  I'm going to open a ticket for you and escalate to our mobile development team.  Thanks for reporting this, we definitely want to keep your hands warm!

December 16, 2011 11:23
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Tracy
interflow
some additional info. I logged in at lunch..around noon, now I went to use it at 3:30 and it's requiring me to log in again. The phone has not been rebooted, turned off etc.
December 16, 2011 13:29
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Tracy
interflow
Steven, can you add this to the ticket for me. I'm getting a js error on the webpage and can't update the ticket.... ver 2.0.1.18 HTC Incredible
December 16, 2011 14:02
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Steven Yan
Product Manager

Hi Tracy, I'm not clear on the Javascript error you're referring to -- are you using our native Android app that you downloaded from the Android Market, or are you accessing Zendesk from your phone's browser?  The native Android app should not be showing any Javascript errors.

December 16, 2011 14:11
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Steven Yan
Product Manager

Oh nevermind, I understand now -- you were referring to the ticket I opened for you.

December 16, 2011 14:11
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Tracy
interflow
I am still having issues updating that open ticket. Can you pass on this info to Graham? It logs on fine, it's just that I never seem to stay logged in, I go back a short time later and I have to login again. I'm not a texter, so it takes me forever!
December 20, 2011 09:05
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Steven Yan
Product Manager

Tracy, I'll pass your note on to Graham.  Thanks for your patience, we will get to the bottom of this!

December 21, 2011 10:37
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George Moeckel
servicenet

We are having trouble on galaxy tab 7" with zendesk not refreshing the view, sometimes rebooting the whole device will update the comment, other times not.  

March 19, 2012 10:34
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Steven Yan
Product Manager

Hi George, we have a new build that should fix this, we're currently QAing it and it should become available within a few days.  Thanks for reporting this and thanks for your patience.

March 19, 2012 12:01
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Steve Schott
pabst

Hey Steven,

 

I have downloaded the app to my galaxy note, but there is no option to sign in using google. Our account is setup to sso through google, so when i type my email and pass and zendesk domain, I keep getting an error that my login credentials are incorrect. Got a solution?

 

Thanks,

 

Steve Schott

Pabst Brewing Company

April 03, 2012 10:41
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Steven Yan
Product Manager

Hi Steve, yes, this is a limitation of our app.  We don't currently support the single sign-on methods like Google or Facebook -- we will be adding support for this later in the year.  

For now what you will need to do is set a password on your Zendesk user profile.  Then you can use this password, along with your Zendesk email address, to login.

April 03, 2012 11:11
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Steve Schott
pabst

Ok, I tried setting a password but it wants my current password and im not sure what it is? Always have used google to sign in...

April 03, 2012 11:13
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George Moeckel
servicenet

Hi Steve, What has worked for us, once the user has logged into their ticket system with normal web browser / sso login, an admin can set an initial backdoor password for the user.  That will be the password used for applications login.

April 03, 2012 13:19
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Steven Yan
Product Manager

Thanks George.  Yes Steve, for now what you will need to do is have an admin set the password.

April 03, 2012 13:44
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Steve Schott
pabst

Ok cool, thanks guys!

April 03, 2012 13:45
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Andrew Vickery
lord

I have both an iPhone and a Droid device, and while I am able to login normally to my Zendesk on the iPhone, I repeatedly get a login failed on the Droid.

June 28, 2012 13:54
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Steven Yan
Product Manager

Hi Andrew, are you on a host-mapped, SSL-enabled Zendesk?  My first inclination is that this is a certificate issue that manifests itself on your Droid but not on the iPhone.

July 10, 2012 23:38
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Andrew Vickery
lord

Steven, we're using the regular SSL option.  And actually, since I posted this, we have been unable to use the Zendesk app on either Android or iOS devices.  I'm not sure if this could have something to do with using SSO?

July 11, 2012 05:34
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Steven Yan
Product Manager

Hi Andrew, if you are using SSO, then you can't use your SSO password to login to the app currently.  You need to set a separate Zendesk password on your user profile.  We're planning on fixing this in the future so your business can integrate agent login on the mobile apps with your SSO that you use on the Zendesk web app.  

Can you tell me if you've set a password on your user in Zendesk?

July 11, 2012 11:46
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Jordan Khoviteri-Zadeh
Kildrummy.com

I've noticed that both my Galaxy Nexus and Nexus 7, both running Jelly Bean (4.1) don't have any kind of options button on the application... So I can't turn off notifications and I have to clear my app cache to be able to log out.

Any plans to fix this?

July 17, 2012 03:29
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Joe
Zendesk

Jordan -

Sorry for the delay. I just checked into this and was told that a recent update to the app will remedy this issue with Jelly Bean.

Please update the app if you haven't already and check to see if it is fixed. If it isn't, please get back to us either here or (even better) through a support ticket.

August 20, 2012 11:08
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Jordan Khoviteri-Zadeh
Kildrummy.com

Hi Joseph,


Sorry for not replying too! Yeah, the recent app update fixed my problems :) 

August 21, 2012 01:08
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Thomas Vande Casteele

Hi Zendesk,

 

Since the last update of the Android app earlier this week the status of the ticket won't update anymore. The properties screen shows a loading graph when updating a status but then reverts to status open.

I have an HTC Desire S running on Android 2.3.5

Thanks for looking into this

October 18, 2012 00:41
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Cyril
humaneos

  Hello,

 

Do you have any plans regarding the integration of the "ticket sharing" feature on the android app? (https://support.zendesk.com/entries/20151333-Sharing-tickets-with-o...)

We rely heavily on it and really miss this feature on the mobile app (I have to borrow a customer's PC to get acces to Zendesk website every time I need to do this on the move).

 

 

February 20, 2013 12:57
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Jonathan March
Enthought

On Nexus 4, consistently crashes when click on a notification. Logged with app's crash reporter.

February 28, 2013 15:33
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Joe
Zendesk

Hi Jonathan,

Could you submit a ticket on this issue to support@zendesk.com? I'd like to follow up with you directly about this issue. In the ticket could you let me know if it crashes only when clicking on a notification, or does it crash while opening the app in other ways as well?

Thanks

February 28, 2013 15:43
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Jonathan March
Enthought

Joe, submitted ticket.

February 28, 2013 15:59
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Aloisio
r7tecnologia

My android app crashes when accessing views. Apparently the problem started to occur after creating a second group of technicians and to alter the "new zendezesk." Ticket #366923

March 22, 2013 09:08
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Gergely Daróczi

Is there any plans to support Zendesk Voice in the mobile app? It would be awesome e.g. if I could start outgoing calls from my mobile.

April 08, 2013 04:34
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Jon

App crashes on every attempt to view a ticket or notifications.  Alerts have NEVER worked.  I really want this to work.  :(

April 16, 2013 17:05
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Frojon Banwell
ljbtc

My Android App and my iPad App for Zendesk have both been working great!  However, neither one is showing the alert notifications they used to have until very recently.  Android App is version 2.0.8.34 with "show notifications" checked in the App Info for Samsung S3.  The iPad has version 3.0.1 of Zendesk and running iOS 6.1.3 - going to try changing the iPad Notifications for Zendesk Badge App Icon Off - opened Zendesk app - then go back to the setting and turn Badge App Icon back On and see if that gets that one working again.

April 23, 2013 17:48
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Steven Yan
Product Manager

Hi everyone, we've released v2.0.9 of the app which contains a number of fixes for crashes on Android 4.2.2 as well as a fix for our On Hold status issue. Regarding push we are investigating why some customers are not receiving pushes and hope to have this resolved soon.

April 24, 2013 11:41
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Jon

Hooray!  No more crashing.  :)  However, I still cannot get notifications to work.  I have toggled them on/off and refreshed the app but to no avail.  I do not get a visual, vibrate or sound notification.

April 24, 2013 12:01
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Steven Yan
Product Manager

Hi Jon, as I mentioned earlier, we are actively working on the notification issue. I'll keep you updated.

April 24, 2013 12:10
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Jon

Ah!  That is what "pushes" means, sorry.

April 24, 2013 12:12
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Alex Bussey
mdsol

I know Forms is in beta, but they seem to work well on the iPad app. Meanwhile, when creating a new ticket, every single ticket field is on that front page, since there is no form field. Any timeframe for including forms in the Android app?

June 12, 2013 14:03
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Steven Yan
Product Manager

Hi Alex, certainly. We're expecting that to be available by end of the week.

June 12, 2013 14:14
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Gerhard Völkl

I have the Samsung Galaxy 2 and when I want to delete a ticket, because it is SPAM than the zendesk app crashes. The screen is frozen and I could nothing do. That problem comes always.

June 23, 2013 06:51
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Steven Verne
topicsentertainment

The Android version recently dropped the ability of me to see the customers email address.  I can see their name, but no email address.  I sometimes have to use an external system to send the customer a patch and need to know their email address without launching the desktop version.

September 23, 2013 09:17
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Steven Yan
Product Manager

@Gerhard -- sorry for the lack of response in here, it looks like we fixed your issue on a separate ticket.

@Steven -- I will create a ticket for you, I need to understand the specific user profile that you're looking at.

September 26, 2013 11:50
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Cody Stokes
neonovacloud

Hey, we are using your product through our Google Apps market place. I log in using the "log in with google apps" button in the browser. When I look at the app I am only greeted with the option to use my email address, password and zendesk URL. I know from experience that logging in this way will not work, however I can essentially do a password rest when attempting to log in to the web interface as an agent, however I am not sure if this will screw up my current login with Google Apps or if it will recognize that I am using the same account. Any suggestions?  

November 26, 2013 12:38
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Brian Pavlovich
tradeextensions

Issue 1:  my selected shortcuts keep disappearing.

Issue 2: Notification appear multiple times.  Once one is dismissed, it will reappear once another one comes in.  This can result in many repeated notifications.

Feature request:  Ability to set quiet times (or maybe more appropriate, "Business Hours", so notifications aren't disturbing at inappropriate times.

December 12, 2013 05:33
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Nikolay Chekunov
metadesk

I can confirm both issues Brian Pavlovich reported.

Also please keep Andorid Iconography Guidelines (http://developer.android.com/design/style/iconography.html) for launcher and notification icons.

When the new version is expected?

February 01, 2014 21:59
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Noel Tate
Zendesk

Hi Everyone. Thanks for your patience on here. It's been a while since we had an update to our Android app but we've got one on the way! We're just putting it through it's final paces and hope to have it released very soon. It will address a lot of the issues raised on this forum along with some other improvements.

As always please let us know of any feedback or queries you have!

@Brian Pavlovich and @Nikolay Chekunov both of those issues are fixed with this update.

We'll post the release notes up here as soon as it's live!

February 19, 2014 13:12
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Peter Griffith
viewdolabs

I have a couple of issues and a feature request. I never see the Assignee on any views. It just says 'Assignee' but there is no name after it. The view shortcuts also never stay: I set three views to use and the next time I use the app they have disappeared. Finally, I'd love to be able to customize the notifications so I can specify a time range as well as a view to get alerts on, rather than just my tickets. Basically I want to use the app for out of hours support without having to check my phone. I am using a Nexus 4 on Android 4.4.2.

February 21, 2014 08:13
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Noel Tate
Zendesk

Hi Everyone, our app update is now live! As previously mentioned it will address a lot of the issues you guys have raised with us on here. Release notes are posted at the top of this forum. Let us know any feedback you have!

February 27, 2014 12:45
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Jordan Khoviteri-Zadeh
Kildrummy.com

Hi Noel,

I appreciate the update and I feel as if the Android Zendesk app is slowly improving, even if its not as quick as I might have hoped. I do have a few questions/annoyances.

1) Still no real tablet support? This app is still clearly designed with phones in mind nor is it designed around having multiple panes. Android tablets (7 inch+) are becoming very popular and I'm surprised nothing has been done in this area.

2) Most importantly, navigation is still poor. Whilst the 'home screen' is far more pretty than it used to be, its still a clunky way to get around the application, requiring several back button presses to get back to where you originally started. I think that removing that entire home section and replacing it with a navigation drawer would be massively beneficial. Notifications are very important, why do I have to back all the way out to access them? Google+ does a stellar job of showing a notification count in the top right of the screen with a swipe out right pane for easy access.

3) Little things: 'non-standard' switches for toggles that are tiny and hard to use. UI inconsistencies, such as the ticket views screen looking completely different from everything else.

Mobile apps are just another place where Freshdesk is miles ahead of Zendesk and its another reason why we're considering moving over.

February 28, 2014 02:24
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Jon

Still no way to manage Suspended tickets from the mobile app?  Come on!  What is the point of having this on my device if a valid ticket is just sitting in Suspended queue and I cannot touch it?  This should have been the first thing you fixed.  

February 28, 2014 08:08
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Noel Tate
Zendesk

Today, we released version 2.1.2 to the Google Play Store. This was a patch release which fixes some crash issues from 2.1.1 which affected a small number of users.

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

March 12, 2014 07:49
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Noel Tate
Zendesk

@Jordan. Thanks for taking the time to send us the feedback. We will be planning a redesign later this year and as part of that we will be looking at tablets and the overall user journeys. I couldn't agree more with some of the points you raised and we really need to step back and look at the experience of our customers when we start this process.

Also, our new mobile designer has a pretty sharp eye and he won't be letting us away with any UI inconsistencies :)

 

March 12, 2014 08:00
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Thomas, Deborah
corporateservices

I have the Zendesk app on my phone, but now I can't log in. It no longer asks for my username and password, just for the domain - this gives a forbidden error. This makes sense if it is simply trying to access our knowledge base which is locked down to specific IPs, but the app has always just been my agent view. Any ideas? 2 others in my team with the iphone app are experiencing the same thing. Is it an internal error, app error or Zendesk error?

March 17, 2014 16:26
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Maxim Lester
benscookies

Hi I've got the same problem - I've installed the app (on android 2.2) and it shows me the homepage. When I enter my zendesk URL  "companyname.zendesk.com" as the url, it shows the loading spinner but nothing happens. It just stops spinning after about 10 seconds, with no error message. I have reset the admin password and checked the list of devices allowed when logged in on a laptop, but it's not showing up there. Any idea of how to get it working? Thanks

April 03, 2014 03:25