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How and when do you use the Support Mobile App?

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Will Poon

Zendesk Product Manager

Gepostet 07. Apr. 2022

Hey folks, 

I'm from the Mobile Product team here in Zendesk and wanted to get some insights from you as to how and when you use the Support mobile app? 

I know for some of our users, they are constantly on the go and need access to Zendesk to deal with time sensitive tickets or get alerts when certain tickets get updated. 

For other users, they might not sit behind a desk so the mobile app is their primary way to check on tickets and updates. 

I'd love to hear from any users on how and when do they use it.

  • Do you only use it to check on ticket updates?
  • Do you reply to tickets on mobile? 
  • Do you assign tickets or close tickets on mobile? 
  • When do you typically use it? After hours? On the weekends? On your commute? 
  • What (if anything) is missing from the app that could greatly improve your usage or workflow of Zendesk?

Finally, I just wanted to let you know we are launching a new mobile app experience in Q2 2022. If you'd like to sign up to our EAP, please visit this link. 

Thanks,

Will 

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    Phil I

    Hi Will — that's our client:

    • he uses it (or would love to use it) while in the store/warehouse and not at desktop, on the go, after hours and on weekend
    • he would love being able to use the support app to reply to tickets and chats (open/missed and offline!!!) on mobile. As of right now, he needs to use both the Support and the Chat App. But there are cases (such as Offline Chat Tickets) that he cannot answer on neither of them!!
    • assigning tickets and closing them would be great – so would be the Quick Replies function from the Chat app (have it available in the Support App as well), to save time

    We would need ONE mobile app that can actually handle ALL type of tickets as on the Desktop (see source). Without the need of switching apps (Support App <> Chat App), without the ERROR that Offline Chat Tickets cannot be answered to on Mobile.

    We currently only have one agent, but would expand — if the app would really work. But I've read, that with several agents, two separate agents can accidentally reply to the same ticket (sync delay). 

    Macros + Quick Replies would be helpful, plus options to link to a Knowledge Article (Guide).

    Happy to give more feedback, if needed. 

     

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    Will Poon

    Zendesk Product Manager

    Hi Phil, 

    Thanks for taking the time to post in our community. 

    In relation to the Chat and Support apps, if your client is using Chat and Support, then they will have to use the two different apps, the Support one for dealing with emails and the Chat one to answer live chats. 

    One way to use only the Support app would be to transition your customer off Chat onto Messaging which the Support app handles. 

    I'd be happy to set up some time with you to discuss further if you'd wish.

    Thanks,

    Will 

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    Phil I

    Thanks Will, that's appreciated. 

    Alright, I see — he's probably gonna use both app for the time being, but I'd be interested in learning more about the "transition off Chat onto Messaging". 

    Also, we're encountering the issue that "Offline Chat Tickets" cannot be replied to at all on mobile?

    Sure — whatever works best for you! 

    Thanks again! Phil

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    Will Poon

    Zendesk Product Manager

    Sure Phil, 

    I'll create a ticket now so that we can discuss your specific client further.

    Thanks,

    Will

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