Forums/Product news and updates/Announcements

Introducing the new mobile customer portal interface

Thomas Hansen
posted this on August 27, 2012 12:57

We are excited to announce the redesign of the mobile customer portal optimized with a beautifully simple interface.

Zendesk_Support_-_Forums.jpg      Zendesk_Support_-_Introducing_an_all_new_email_notification_template.jpg

 

Benefits

There are numerous benefits for the new mobile customer portal, but some of the highlights include:

  • Approximately 50% faster than the old mobile portal
  • Interface optimized for a better self-service experience
  • Modern interface

How does it work?

We have been working on building new features so you can improve the self-service experience for your customers. Here are a few of the new features you'll see:

  • Easy search in the forums
  • Simpler customizations
  • Content aware switching between mobile site and full site

Please also note that a new set of settings has been introduced in the Settings/Account#Branding section. These are:

  • Header title, which will enable you to define a specific title for the mobile site only. It defaults to the title of the full site
  • Header logo, allows for a specific logo for the mobile site. If no logo is uploaded, a default 'home' icon is shown
  • An option to enable/disable the mobile site. If this option is disabled, the customers will be taken to the full site

Zendesk_Support___Account-2.jpg

 

Getting started and learn more

The new mobile customer portal is automatically turned on for your account. For set up instructions, please visit the user guide for more information.

 

Comments

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Arnaud de Theux
Zendesk

I would say "finally!" but... I don't care: it's available, it's looking good and you listened for most of the complaints.

So I like it :-)

THanks.

August 28, 2012 08:12
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Avi Goshen
tangome

Great work getting this live, it's a big improvement!

I noticed many of our article titles are still truncated and users will have problems finding solutions due to this.  This feedback was a known issue in the Beta, is there a fix planned?

Also, is anyone else bothered by the huge 'Submit a Request' button at the bottom of each article?  We found in our beta testing that it increased our number of requests by a lot for issues that were already present in the knowledge base so it seems to discourage self help.  Interested in hearing feedback from others on whether you find it useful.

 

August 28, 2012 14:15
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Daniel Barron

Does it now support federated login when used from the mobile app?  Without this it can't integrate in to our systems.  None of our users have zendesk-specific passwords.

August 29, 2012 04:20
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Hugh Beauchamp
Skyscanner

Looks great, although I agree with Avi on the "Submit request" button. We're doing our best to encourage self-service, so inviting contact in every topic is not ideal for us! Is there any way of switching this off (just for articles - we should still have it on the home page)

As an extra point, can we have voting enabled on mobile articles?

All in all, a great improvement, thanks!

August 29, 2012 04:40
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Heimen van Duinkerken
Project CS Beta Testers

Great!

August 29, 2012 04:47
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Thomas Hansen
Product Manager

@Daniel: Yes, it supports federated login. Go to Settings/Security#Authentication to enable it.

@Avi, Hugh: Thanks. I have noted two suggestions to future improvements. 1) control the display of the 'submit request' option and 2) vote on articles.

August 29, 2012 06:23
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Richard Bysouth
AJB Systems

looks fantastic - very impressed! 

but +1 on the "Submit request" button from me too - not required for us either.

August 29, 2012 07:36
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Bryan
sliderocket

Looks good!

August 29, 2012 07:41
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Michael Hixson
Full Sail University

Good stuff!

Another feature request:

• Add a mobile-specific option in the "Ticket channel" condition when creating a trigger. I assume using the "Web form" option would catch these tickets at the moment?

 

Thanks,

Mike

August 29, 2012 07:48
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Thomas Hansen
Product Manager

Just to clarify: the mobile site obey the Settings/End-users#Settings#"anybody can submit tickets".
So if this is disabled, the 'Submit request' and 'My requests' will not show on the mobile site.

August 29, 2012 07:56
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Hugh Beauchamp
Skyscanner

Thanks Thomas, the problem is this is global, and we still need "anybody can submit tickets" to be switched on for our main sites and so that we can use the feedback tab - we just don't need it to be so ubiquitous on the mobile site!

August 29, 2012 08:07
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Cactus Craig ™

Does anyone else have this issue?

Email address is at the top on the webform - but is at the bottom on the mobile form ?

We do not require users to be authenticated before sending a ticket...

August 29, 2012 08:15
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Ferenc Bartha
tradeshift

Super awesome update! Love the design and the navigation.

A little extra feedback ;)

- When adding the web portal to my home screen (on iPhone) the logo is a bit stretched out - please see screenshot,

- The localization issues (translations) seem to be way much more conspicuous on the mobile view than on the full size view :(

- It would be great if we could customize more (than just the logo) on the mobile view, example: top bar color, button color, Header color, etc

- It would be great if the submit request button would be visible when there is no search result

August 29, 2012 08:56
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Pierre Grenier
Product Manager

@Ferenc... about the localization issues, are you able to be more specific?  For instance, what languages were the issues in?

August 29, 2012 09:15
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Ferenc Bartha
tradeshift

Hi @Pierre,

Example when submitting a request and the portal is viewed on Danish, German, Spanish, French, Dutch, Finish.

See attached screenshot (danish).

August 29, 2012 09:30
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Chase Sheaffer

This is great. I can't wait to add a frame or link to this in our app so that user are able to contact us without leaving the phone.

August 29, 2012 10:00
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Shai Simchi

This is great but like many said we should be able to configure whether the  'submit a request' and the 'my request' options are available for end users or not. In our non-mobile version we used java script to disable these options by looking at user tags (or organization tags). This logic is ignored in this new mobile option so currently in the mobile version everyone can submit a case which is sub-optimal for us.

August 29, 2012 10:35
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Rodrigo Tobar

Nice Work ! 

August 29, 2012 14:16
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Pierre Grenier
Product Manager

@Ferenc, thank you for sending the screenshot, this is really helpful.  

This is the issue where the ticket page can only exist in one language.  This is an issue we have on the full site as well.  We are working on a fix for that.  Unfortunately, I cannot disclose a date at this time but it is in development today.

August 29, 2012 15:35
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community engine

Hi Zendesk team,

Well done, it looks great and a fantastic improvement!!

A few things though:

1. We should have the ability to hid the "My requests" button. We allow our users to submit tickets anonymously to our support team via the web form and we dont want to encourage users to click on links that will lead them to a page to login. Such things should be made optional, as some of your customers will have the same requirements as me, and others will have it the opposite.

2. Same goes for the "Sign in" link and the "Go to full site link", these should be made optional to display.

3. Separate the ability to customise the web Zendesk background and header colour with the mobile site. Currently they're clumped together so if you change it, it changes for both.

4. Ability to customise the colour of our heading. Currently the text for ours turns up in black, whereas in the screenshot in this article, your heading (Zendesk Support) is in white.

5. I dont understand why the first item acts like a drop down menu? It seems to have selected a forum and populated the page links in there for some reason? Can this be either turned off so it behaves like the other links, or customised to link to the key pages/categories that we want (e.g., top 5 hot topics widget)?

August 29, 2012 21:27
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community engine

Sorry, now I understand point 5, it pulls the pinned topics on the home page. However it would still be ideal if we could customise it a bit more to display top 5 hot topics, or most viewed items, etc.

August 29, 2012 21:40
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Tom M.
Nordeus Support

We support 9 languages on our Web portal, but i am not able to find the option for changing the language on mobile portal.

Am i missing something?

August 30, 2012 00:50
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Richard Campbell
allsopconsulting

+1 for color customizations. Your screenshots seems to retain the Zendesk green, whereas our mobile site is appearing gray, even though our full site uses the correct color. Even if it used the main site's colors it would be an improvement.

August 30, 2012 02:45
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Shamshad Sheriff

Cool! Hope you are considering formatting in ticket texts/description and multiple attachments at once.

August 30, 2012 03:52
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Thomas Hansen
Product Manager

@Ferenc: Thanks for the feedback. We will investigate the home screen icon issue.

@Community Engine
1,2,3 and 5: Yes, more customization is gaining traction :)
4: The heading color is dark because we do a calculation based on the header background color. We want to make sure that title displays.

August 30, 2012 06:28
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Thomas Hansen
Product Manager

@Tomislav: The mobile portal is in the default language (Settings/Account#Localization). One of our main goals for the new mobile portal was to keep it simple and clean. Which is why the option is not shown.

@Richard: The reason that the header is appearing gray, is that we are adding a color gradient going from main site background color to a darker shade. I your case that would be white->gray.

August 30, 2012 06:43
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Tom M.
Nordeus Support

Thomas,

thank you for the answer, but our default language is English and somehow i got Serbian on Mobile version.

When i log in, some parts of the web version are being translated to Serbian.

You might have some bug there.

Also, if want to offer international support, my opinion is that simple option for changing the language is a must on mobile.

August 30, 2012 07:18
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Melody Lim
sigfig

+1 for color, header, footer customization, especially the ability to hide "Your Requests" button at bottom.

August 30, 2012 11:18
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Thomas Hansen
Product Manager

@Tomislav: You are right. That sounds like a bug. We will look into it.

August 31, 2012 01:39
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Darren Austin
glympse

@Thomas Big improvement on the mobile portal - thanks and congrats.  +1 on the requests from @Avi and @Hugh.  Adding both of those features will have a BIG impact for Glympse and will encourage us to embrace ZenDesk even further.

September 02, 2012 14:41
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Ben Schutz
fairfaxomg

I'm not receiving the mobile version of my Zendesk while visiting through (Android) Dolphin Browser HD v8.6.1. It is enabled as I do receive the mobile version while using my Opera based mobile browser. And I do receive mobile versions of other sites while using Dolphin.

September 02, 2012 18:52
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Thomas Hansen
Product Manager

@Tomislav: are you able to provide screenshots of the language issue you are experiencing?

@Ben: can you please check the user agent of your Dolphin browser?

September 03, 2012 06:57
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Ben Schutz
fairfaxomg

@Thomas I have checked and have tried both Android Mobile and IPhone user agents. Also I receive the mobile version of other sites when expected when using either of these agents. 

September 03, 2012 19:39
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Sergey Demyanov

"Submit a request" / "My requests" floating button work bad with scrolling on BlackBerry 9900 (probably other models too). Other than that looks great. But not quite usable now.

September 04, 2012 09:53
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John Boyer

Is there a way to show the entire title of a forum article instead of an ellipsis? I would like our customers to be able to read the entire title of a FAQ item in the forum's list of articles. Thanks

September 04, 2012 19:17
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Grant Ricker

Any chance the header logo can be made more flexible...e.g. we have a rectangle logo which I have had to cap at the 114x53 pixels hence the heigh looks strange. Also the header colour has shading and our logo does not so the 2 blues dont match up, so any flexibility here also would be great. 

September 05, 2012 17:07
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Suzanne Leyland

The new admin view of Zendesk displays the default green header. I have customised the settings again to our own branding, but this only makes the change customer portal. The admin view stays green. Can I change the admin colours? 

Also - has the ticket option 'Mark as spam and suspend user' disappeared?

Thanks.

September 13, 2012 08:49
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Thomas Hansen
Product Manager

@John: We have made a fix where the full title will be displayed on topic page. It will be rolled out on Thursday.
@Grant: We do not plan to offer more flexibility in the near future. But I want to make sure that you know that we extend the background color all the way to the left edge. That means that if you make the left side of the star tranparent, then the background color would be visible.

September 14, 2012 02:05
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Sven Halling

Why is there no ticket deflection (automatic suggestion of KB articles) on the mobile site, like you have on the full site?

September 24, 2012 11:25
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Andreas Daniel Riedel
stanwood

Is there a way to pre-fill fields/tags in "Create a ticket" (https://stanwood.zendesk.com/anonymous_requests/new) ?

October 10, 2012 08:08
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Thomas Hansen
Product Manager

@Sven: ticket deflection on the mobile site is a feature we want to implement in the near future. Unfortunately I do not have a date for you.

@Andreas: we do not currently support pre-fill of fields/tags upon creating a ticket. I do not hear a lot of demand for this but have noted it as a potential improvement. 

October 31, 2012 05:08
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Sven Halling

Current version of the mobile portal feels very basic with that tree navigation etc (as compared to the full version). OK for an old Nokia, but on smartphones more is expected. Any plans to make a more modern UI design for the customer portal on mobile?

November 13, 2012 09:17
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Thomas Hansen
Product Manager

Hi Sven

The majority of our customers prefer the simple navigation. There are no plans for major changes in the near future.

/Thomas

November 14, 2012 00:57
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Sven Halling

OK interesting... I do wonder why you actually make this separate design for mobile at all, where the full site would work great if it just made some layout changes on the fly when rendered on a mobile. Like, move all forums into one column instead of two, and in KB articles just let the text flow adapt to a narrower page width and scale down any images to screen width. See attached images for eample.

Appears to me that this would be easier than maintaining a completely separate UI for mobile as you are doing now. And certainly a much nicer (and more consistent) user experience.

December 03, 2012 05:41
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