Removal of the Zendesk for iOS app Follow

Announced on Development ends Removal  
February 21, 2017 May 22, 2017 May 22, 2017  

Zendesk iOS app is being removed. We will discontinue development on May 22, 2017, and you will no longer be able to use your Zendesk iOS app beginning on May 22, 2017.

If you are currently using Zendesk for iOS on iPhone or iPad, you need to download the new mobile app version of Zendesk Support for iPhone or Zendesk Support for iPad.

This article covers the following topics:

What does this mean for iPhone users?

Between the announcement and removal dates, Zendesk will not make updates to Zendesk for iOS on iPhone or iPad. The Zendesk Support for iPhone app is already available. You should download it and start using it immediately. Be sure to uninstall the old app after you’ve downloaded the new one.

At the removal date, if you are still using the old app, your use of the app will be blocked and you will be prompted to download the new app. You will be able to snooze the switchover twice to allow you to update to the new app at a time that is convenient for you. When you've used all of the snoozes, the app will no longer function and all notifications will be stopped. All users will be locked on the screen to download the new app.

What does this mean for iPad users?

Between the announcement and removal dates, Zendesk will not make updates to Zendesk for iOS on iPhone or iPad. To release our new iPhone app we had to split our iPhone and iPad offering. All iPad users must download Zendesk Support for iPad. The functionality and experience is the same, but the iPad version of Zendesk for iOS will no longer be supported.

At the removal date, if you are still using the old app, your use of the app will be blocked and you will be prompted to download the new app. You will be able to snooze the switchover twice to allow you to update to the new app at a time that is convenient for you. When you've used all of the snoozes, the app will no longer function and all notifications will be stopped. All users will be locked on the screen to download the new app.

Why is Zendesk removing this?

A new version was released in November 2016 to replace Zendesk for iOS. The new version makes it easier to triage and compose ticket updates.

The removal of Zendesk for IOS is twofold. First, frequent mobile users told us that the current app was not meeting their business needs. We specifically heard that the ability to triage and compose ticket updates needed improvement. In addition, the lack of notification configuration and performance were unacceptable.

Second, the technical foundation by which the app was built on is not scalable with the new technologies and updated versions of iOS. For example, with the old app we would not be able to display rich text, inline images or allow for users to configure which notifications they receive.

See below for a list of new features in the app.

Maintaining an older version of a feature or product when a new version is available limits our ability to ensure a valuable experience with the new functionality and takes time away from supporting the new functionality. For more details, see the Zendesk End of Life policy, How much notice will Zendesk give for feature deprecations.

Am I affected?

If you are currently using Zendesk for iOS on either iPhone or iPad you are affected.

The old app is named Zendesk for iOS and the launch icon for the app looks like this: 
image02copy.png

The launch icon for the new app looks like this: 
image01.png

What do I need to do?

Uninstall the current Zendesk for iOS app from your iPhone or iPad, then download the new app.

Download the new Zendesk Support for iPhone app from iTunes.

image00.png

Download the new Zendesk Support for iPad app from iTunes.

image00.png

What happens for I don’t install the new app before the removal date?

At the removal date, if you are still using the old app, your use of the app will be blocked and you will be prompted to download the new app.

You will be able to snooze the switchover twice to allow you to update to the new app at a time that is convenient for you. When you've used all of the snoozes, the app will no longer function and all notifications will be stopped. All users will be locked on the screen to download the new app.

There will be no exceptions.

Frequently asked questions

What new features does Zendesk Support for iPhone have that Zendesk for iOS doesn't have?

  • Notifications improvements
    • Select which ticket actions trigger notifications - new tickets, tickets being assigned to you or your groups, ticket updates including tickets you are CC’d on
    • Set the frequency with which to receive notification
    • See all notifications in a notification feed
  • Rich text
    • Display of rich text, emoji support and markdown
    • Inline images and attachments displayed in comment
  • Expanded user profiles
  • Recent macros and macro preview
  • Recent assignees and CCs
  • Improved ticket sorting
  • In-app voicemail and voice playback
  • Send in-app feedback

Is there feature parity between Zendesk Support for iPhone and Zendesk for iOS?

No. To streamline the app and focus on the features being used the most, we removed some functionality. Below is a list of the features that were removed.

There are also some features that are not currently available, but are on the roadmap to reimplement in an improved way.

Feature

Status

Bulk editing of properties, applying macros or leaving comments. The ability to take two or more tickets and change any of their properties to all be the same.

Note: Bulk delete, mark as spam and recover is available

Not Doing

Display of CSAT ratings

Not Doing

Landscape mode

Not Doing

Explicit “Home” Screen

Not Doing

Bookmarks

Not Doing

Pinned tickets

Not Doing

Recently viewed

Not Doing

Play-Only Agent authentication and Play-Only mode.

Not Doing

Create an account

Under Consideration

Smart search filters and sorting

Under Consideration

Create a user

Under Consideration

Linking Problems or Incidents

Under Consideration

Search for HC Articles

Under Consideration


Will you still support my device?

Yes. Although for Zendesk for iPhone we’ve switched to iOS 9 and above, all devices running iOS 7 & iOS 8 are iOS 9 compatible. If you're using iOS 7 or iOS 8 please update to continue using Zendesk for iPhone.

Zendesk for iPad continues to support iOS 7 and above.

What happens if I keep both installed?

We do not encourage keeping both Zendesk for iOS and Zendesk Support for iPhone or iPad installed on the same device. The delivery of notifications may be impacted. Additionally, linking to a ticket from an email or external source may not function as expected. 

Who should I contact if I need help or have questions?

Please contact maketheswitch@zendesk.com with any additional questions. 

Have more questions? Submit a request

Comments

  • 4

    This is very frustrating. The support app is garbage and barely works. The older app is superior and actually allows me to handle my work on the go. 

  • 1

    @Zachary - I second that! The UI is terrible and extremely not intuitive. The old app was way better.

  • 0

    Agree. The new app is awful and is hard to work with. I am not saying that because I hate change; but it is just poorly designed and terrible.

  • 1

    Sorry to say it, but I have to agree here.  I downloaded the new app, tried to use it, and ended up resorting back to the old one.  We deprecate software in our business so definitely understand the predicament and trying to get clients to adapt to new things, but this certainly frustrating.

  • 0

    Zendesk don't like listening to their customers it seems.  (see a request for scheduled tasks that has been mentioned by paying customers since around 2009)

    The older app works.  The newer one doesn't. 

    Zendesk MUST be aware of this as its been mentioned elsewhere.  Fix the new app first and then remove the older one.  

    Mobile support is key to a lot of businesses so they need to get this right.  

     

     

  • 0

    I just signed up for my Zendesk account to post my criticism of the new support app.  I get what Zendesk is trying to do, but the UI is neither intuitive, nor efficient.

    I tried the new support app and reverted back to the previous Zendesk app.  By removing the old Zendesk app, mobile use will not be an option until the new app is fixed (like another UI redesign).

    Functionality may exist in the new app, but when it takes twice as long or twice as many clicks / steps, Zendesk is doing something wrong.

     

  • 0

    Please reconsider deprecation of the iOS app until the new iOS app is stabilized.

    Edited by Evan James
  • 2

    We understand your concerns and please know that we are actively making improvements to the new mobile experience. You can expect to see a lot of changes in the coming 90 days prior to deprecation of the old app.

    Please use the in-app feedback if you're experiencing specific issues to ensure they are prioritized accordingly.

Please sign in to leave a comment.

Powered by Zendesk