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

Zendesk for BlackBerry: Updates and Known Issues

Steven Yan
posted this on November 19, 2010 10:49

Please ensure that you always install the latest version of Zendesk for Blackberry from the BlackBerry App World

 

Release Notes

2012-09-25 (1.1.7)

What's new

  • Support for a small but very highly requested to be released soon!

What's fixed

  • Connectivity improvements.  Users can now access connection settings from the login screen and choose the connection type appropriate for their BlackBerry service.
  • Hidden custom fields are now correctly hidden
  • Fixed an issues with priority type fields not displaying correctly

2012-03-09 (1.1.5)

  • Further improvements to network connectivity for OS 5.0 and above

2011-11-01 (1.1.2)

  • Official support for newer BlackBerry devices, including BlackBerry 9900 series
  • Improved network connectivity for OS 5.0 and above
  • Fixed an issue on some accounts with tickets not updating when ticket status was set to Pending.

2011-08-17 (1.1.1)

  • Fix connectivity issues for Vodafone India users
  • Fixes for some connectivity problems on SSL-enabled Zendesk accounts

2010-11-19 (1.1.0)

  • Fix for error in updating a ticket when a custom field name differs from the name configured for use in the end-user portal.
  • Various connectivity issues for regional mobile phone carriers that were affecting ability to connect with the application.

 

Known Issues

Error authenticating due to remote authentication

Symptom

The agent sees an error, "there was an error authenticating.  Please try again." or "Couldn't authenticate you." when entering credentials and attempting to log in.

Solution

Since the BlackBerry 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 BlackBerry login

 

General connectivity issues

Symptom

The agent sees an error, "Please check your details and ensure a connection is available (IO)" when entering credentials and attempting to log in.

Solution

BlackBerry devices come in a wide variety of configurations defining how they connect to the internet.  If you are having issues connecting to Zendesk with your default settings, try the following steps:

  1. Open the menu in the app and select "Configure connections"
  2. Enable "Use alternative connection factory" and try logging in again.
  3. Disable "Use alternative connection factory" and try selecting only the connection types in the menu that apply to your environment.
  4. Enable "Use alternative connection factory" with the connection types you selected earlier and try logging in again.
  5. Disable "Use alternative connection factory" and try logging in with each of the connection types, one at a time.
  6. Disable "Use alternative connection factory" and try logging in with each of the connection types, one at a time.

If you still cannot log in successfully, follow the remaining steps to gather connection information and submit a support ticket.

  1. From the home screen, hold down alt and type lglg to access the event log.
  2. In the menu for the Event Log use the option Clear Log.
  3. Run the application and attempt to log in.
  4. If login fails, back out of the application, return to the home screen and enter the Event log again.
  5. From the menu select Copy Day's Contents > All
  6. Paste this into an email to yourself and copy/paste the results into a support ticket to support@zendesk.com.
 

Comments

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Gilberto Melendez

This problems is still happening in the Blackberry App and  this solution does not solve the problem.

December 21, 2010 11:26
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Steven Yan
Product Manager

Hi Gilberto, are you saying that you're having issue logging in to the BlackBerry app even with a proper password set on your user profile?

December 21, 2010 12:20
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Kris Rackham
dreamdivision

I am having the same connectivity issue on my BB.
Tried the solution suggested above (change password) but it did not solve the problem.

February 27, 2011 02:17
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Steven Yan
Product Manager

@Kris, I've added some more information above about configuring your APN settings for your carrier.  This may be another cause of connectivity problems.

March 14, 2011 12:22
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Donna Fung

Hi Steven - I am having the same problems after trying the suggested solutions.  Any additional thoughts or strategies I could try to make this work?  Thanks!

August 08, 2011 14:59
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Gilberto Meléndez
cinemarkca

After sending my log to Steven, the solution works! 

Here is what I did in the blackberry

Home Screen > Options> Advance Options > TCP IP

Check APN Settings Enabled and type your ISP APN name.

And that should allow to log in.

August 08, 2011 16:14
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Steven Yan
Product Manager

Hi Donna,

We are currently having one production issue with SSL-enabled Zendesk accounts and login via BlackBerry.  If your account is SSL-enabled, we're working on a fix for you.  Thanks for your patience.

Steven

August 08, 2011 18:30
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Gilberto Meléndez
cinemarkca
Have you been able to solve de SSL issue, I recently update to Blackberry OS 6, and the problem "Please check your details and ensure a connection is available (IO)" is present, Is there a solution yet?
August 10, 2011 17:51
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Steven Yan
Product Manager

Hi Gilberto, we have a build under test right now.  Look for an update tomorrow.

August 10, 2011 17:52
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Steven Yan
Product Manager

Hi Gilberto, we've created a new build that should solve this issue.  You can download it here: http://www.zendesk.com/blackberry_download.html

We are also in the process of uploading this to BlackBerry App World.  Please let me know if this solves your issue.

August 12, 2011 11:23
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Chris Kittinger
Hi, I have been using the Zendesk blackberry app on my Storm and love it. I just upgraded to the new Bold 9930, do you have an idea when the app will be available for BB7 devices?
August 23, 2011 11:57
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Armando Raynal
Chris I too have a 9930. Go to the web download page and download the one for the Bold 9700 and it works! Wished more companies supported more heavily the berry. By far best work device
August 24, 2011 06:43
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Chris Kittinger
Awesome, thanks!
August 24, 2011 07:20
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Steven Yan
Product Manager

@Armando, thanks for your tip.  We'll be doing some official validation on BlackBerry 7 so it will be officially supported.

August 25, 2011 09:27
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Steven Yan
Product Manager

Hi Armando and Chris, wanted to let you know that we've received word from BlackBerry App World that our apps will be made available for the following devices on Wednesday September 7.  The listing will be updated that day with compatibility for these devices.

 

·         BlackBerry® Torch™ 9810/9850/9860

·         BlackBerry® Bold™ 9900/9930

·         BlackBerry® Curve™ 9350/9360/9370

August 31, 2011 22:38
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Armando Raynal
@Steven, Thanks for the update. Any word if you will design an app for Blackberry Playbook?
September 03, 2011 06:53
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Steven Yan
Product Manager

Armando, we likely will not design an app specifically for the Playbook.  We would release an Android tablet app instead which would be able to run on the QNX OS.

September 04, 2011 07:31
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Armando Raynal
Still waiting for appworld to show upgrade for app to version that officially supports 9930
September 22, 2011 14:21
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Steven Yan
Product Manager

Hi Armando, sorry for the delay on this.  I updated your ticket as well, but the app is now downloadable from BlackBerry App World for the 9930.  App World had informed us this would happen automatically this month but that did not happen so I've manually upgraded the App World listing to support newer devices.

September 24, 2011 23:50
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Linda Ngubane
@Steven I really don't know what's wrong with my blackberry app world,when I log in it keeps on saying "an error has occurred. Please try again later. Please help what must I do?
October 04, 2011 04:56
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Steven Yan
Product Manager

Linda, is this error occurring when you are:

1.  Loading the BlackBerry App World application

2.  Trying to install the Zendesk application

3.  Trying to run the Zendesk application

I'm not 100% clear from your description.

October 04, 2011 07:47
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Linda Ngubane
Loading the Blackberry App World
October 05, 2011 00:33
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Steve Davies

Am getting the login failure message. Tried with cell network as well as wifi. Password used is working on iPhone and Portal. BB is a 9900

February 24, 2012 08:21
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Steven Yan
Product Manager

Hi Steve, can you tell me what version of BlackBerry OS you are using?

February 27, 2012 21:36
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Steve Davies

Hi Steven. Have moved this issue into the Zen Support System.

March 01, 2012 00:05
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Ren Mann
techtorium47

Hi Steven, you said the playbook will be supported via the android app. How do i download that for the playbook as i have not been able to find it in the app store for blackberry.

June 20, 2012 19:31
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Stewart Buckland

Have been battling with this for a couple of days and eventually solved why the Blackberry App wouldn't log me onto our ZenDesk. 

If you browse the AppWorld through the native app on the 9900 it only lets you download 1.1.1. However goto the AppWorld site through a browser and you are offered 1.1.5. 

After removing 1.1.1. and installing 1.1.5. hey presto it all worked.

September 11, 2012 07:38
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Bruce Hoins
helpdaz

I have noticed two things, now that I followed Stewart's Instructions and managed to get 1.1.5. The first is that I can assign agents to a ticket, to include Light Agents, which shouldn't be possible, but not to myself. 

 

The second thing is we are using the Jira integration and I can't use the app to send tickets to Jira. 

 

@Ren use the Playbook Browser, it is full featured, unlike the app. 

April 26, 2013 07:47