Zendesk for iPhone and iPad: Updates and Known Issues (Deprecated)

Release Notes

2015-05-05 (3.4)

 What's new:

  • Manage your suspended tickets. You can view, recover, and delete suspended tickets
  • Bulk ticket editing. Edit multiple tickets at a time to update properties, apply macros, add comments, delete and mark as spam
  • Support for Two-Factor Authentication
  • Minor bug fixes related to login messaging, applying macros and comment submission

2014-04-17 (3.2.1)

 What's Fixed:

  • We fixed an issue with Customer Satisfaction Ratings which started affecting customers after our last release.
  • We fixed some of the issues surrounding push notifications and badge counts.
  • We fixed a number of issues causing the app to crash for some customers.

2014-03-13 (3.2)

 What's new:

  • A brand new design for iOS 7.
  • Swipe between tickets in a view.
  • A new comment back menu that makes it much clearer if you are replying via email, @reply, DM, email only or just adding an internal note.
  • Customer Satisfaction Ratings are now visible on iPhone tickets.

What's fixed:

  • Channel back options for Facebook and Twitter now work correctly.
  • Fixed crash related to ticket views grouped by checkbox value.
  • Fixed an issue which prevented some comments from appearing on iPad.
  • Updated with the latest Text Expanded library for iPhone which will fix the issue some customers encountered after updating to iOS 7.
  • We also fixed many more smaller bugs.

After updating to this version you will need to log in again using your Zendesk domain, username and password.

2013-07-11 (3.1.2)

 What's new:

  • Some highly requested features from our iPad app are now in the iPhone app. We've added support for problem incident linking, ticket deletion, and the ability to mark a ticket as spam.
  • Searching for a ticket ID will now directly open the ticket if the ticket exists.

What's fixed:

  • The last field can now be properly selected on a ticket with greater than 13 custom fields.
  • Fixed various crash issues affecting some customers when solving a ticket or when returning to a view from a ticket.
  • Fixed an issue with categorized macros not properly applying to tickets.
  • If your account is set to not allow CCs on a ticket, agents can no longer change the requester on a ticket. This is now consistent with the web application.

2013-06-09 (3.1.1)

What's new:

  • Support for our upcoming ticket forms feature
  • Following the convention of the new Zendesk agent interface, comments are now always in reverse chronological order.
  • As is supported in iPad, you can now search for and select an assignee and group in a single field on iPhone.

What's fixed:

  • Fixed an issue that would cause the app to become unresponsive after submitting a ticket comment.
  • Fixed an attachments issue that would would return an attachment length error and not submit the ticket properly.
  • Copying a ticket URL now uses your host-mapped domain to compose the ticket link URL.
  • Users can now properly add tags on new tickets.
  • Facebook comments now display properly when viewing a ticket created from Facebook.
  • Custom dropdown fields with nested fields now display properly when the second level of options contains one option.
  • Timestamps now honor the date/time settings of your device.
  • iPhone: The app now retains your username and domain upon logout.

2013-05-13 (3.1.0)

What's new:

  • Zendesk for iOS is now available in 14 languages—German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.

2013-04-15 (3.0.1)

What's new:

  • Timestamps now honor the date/time settings of your device instead of using the Zendesk account setting.

What's fixed:

  • Fixed an issue with the "Take it" quick action on iPad properly assigning the ticket to the acting agent
  • Solving the last ticket in a view no longer causes a crash
  • Fixed various issues with macro application
  • Fixed issues with displaying nested custom fields in iPhone and iPad
  • Fixed an issue with tickets that have many comments not displaying all comments
  • TextExpander support has been restored to iPad
  • Fixed an issue where the new ticket form cannot scroll if the account has no custom fields
  • in iPhone, added a cancel button for search
  • On iPhone, restored the next/previous buttons from within the ticket detail interface
  • Agents on IP-restricted Zendesk accounts can again access their accounts via iPhone and iPad

2013-03-26 (3.0.0)

Zendesk for iPad now has a brand new interface and brings in more advanced features from the Web version that not only helps support agents get the job done but also lets managers be in the know about support performance:

  • A new personal agent dashboard allows you to get started right away. Access your open tickets, your group's open tickets, and your recently rated tickets.
  • Our customers on the Regular, Plus, and Enterprise plans have access to a new reporting dashboard with insights into ticket activity, first response time, and agent performance metrics.
  • Do you manage more than one Zendesk account? We now support access to multiple accounts on your iPad.
  • Swipe gestures in your ticket views allow you to easily take, reassign, bookmark, or mark tickets as spam.
  • On each customer profile, you can now view a complete list of the customer's ticket activity and history.
  • A majority of support agents use our iPad app as a way to get an overview of open tickets. The ticket screen has been optimized for viewing, but with full control and visibility of ticket properties in landscape mode.
  • We've brought a number of highly requested features to the iPad. View satisfaction ratings, view linked incidents from problem tickets, delete tickets, and take advantage of the combined group and assignee menu inspired by our new Zendesk web interface.

If you use our iPhone app, we've addressed a confusing detail of our ticket comment interface. The upper right button on the comment screen now persists the comment and the upper left button cancels the comment.

 

Known Issues

Error authenticating due to remote authentication

Symptom

The user sees an error, "there was an error authenticating.  Please try again." or "Couldn't authenticate you." when entering their credentials.

Solution

Since the iPhone 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:

If you are having trouble setting your Zendesk password and are using Remote Authentication, you will need to send a password rest link to your email adress. This can be accomplished by doing one of the following:

Option 1 - Send password reset link to email address via anonymous login

1) Logout of your Zendesk
2) Access your Zendesk by bypassing your authentication server with youraccount.zendesk.com/access/normal
3) Click on "Help! I don't know what to enter here!" (under the password box)*
4) In your email, click on the password reset link, and create a password
*: For Remote Authentication users, enter your agent email address and anything in the password box. Then, click the login button and the link, "get a new password."

Option 2 - Reset password manually inside Zendesk profile (Access limited to Admins only if enabled)
1) Verify that Admins can reset password under Settings > Security > password policy [tab] > "Allow admins to set passwords" [enable]
2) Under Manage > People, find the Admin (or Agent) you wish to change the password, and click "edit" to the right of their name
3) Click Identities [tab]
4) Put new password in the Change Password box, then click "Submit" 

Have more questions? Submit a request

Comments

  • Avatar
    Billy

    Steven,

    I love reading all the posts above and seeing how many of them have a timestamped reply in less than an hour.  That's great support!

    We use the iPad with the iphone app and really like it, but we wanted to share some things that would be great additions:

     

    1.  When you click in to reply you have to go 2 screens in from the comment, then you forget some of the things they said, have to navigate back 2 pages to re-read it all, then back 2 pages to the comments part.   It would be ideal if at least the latest comment was added below where your typing in the response.  Ideally, you'd be able to see all of them.

    2.  It would make answering tickets 1000x easier if you supported the TextExpander app

    http://www.smileonmymac.com/TextExpander/touch/index.html

    then you could just write "sig" and it would pump out your entire sig.  Or you could have the 20 most common things you say, and have short things like "wantsrefund" that would automatically. spit out the entire message you normally send when someone wants a refund

    Here's some of the other apps that support it:  http://www.smileonmymac.com/TextExpander/touch/applist.html

     

    3.  Then ideally an iPad specific app. 

     

    Thanks Steven!

  • Avatar
    Steven Yan

    Billy,

    1.  Great usability feedback, we'll rethink this moving forward.

    2.  Would this be better served by adding macro support, with the exception of your signature?  That way it would align with the macros you have in Zendesk already, support token replacement, and you'd have more consistent messaging across your customer responses.

    3.  We are interested in an iPad-specific app as well.

     

    Thanks for your detailed comments!

  • Avatar
    Forest

    Hi Steven,

     

    1. What about conditional fields? We use quite a few of them and when we use the app it shows all fields, even those that normally don't display on the web interface unless its needed. Example: Part Number displays on the iPhone app even though that field only display on the web interface when Part Return is selected in a previous field. I would love to see this.
    2. I am an agent on a few Zendesk accounts, any plans on adding functionality that allows the user to easily switch back and forth between different accounts?

    All in all the app is a life saver. Thanks for all of the hard work.

     

    Forest Anderson

  • Avatar
    Steven Yan

    Forest,

    It sounds like you've done some heavy customization with your Zendesk to enable conditional fields, which is great.  If we make this a native feature, at that point it would make sense to include this in the iPhone app.

    As for #2 I think that absolutely makes sense, but it would be lower priority than some other more critical features (such as macros/push support).

     

    Thanks,

    Steven

  • Avatar
    Andrewc

    Hi Steven.

    Any ETA on the push notification feature?

    Thanks.

  • Avatar
    Steven Yan

    Hi Andrew, stay tuned -- I can't provide any hard dates but it's something we'll deliver in Q1 2011.

  • Avatar
    Andrewc

    Hi Steven, Q1 is good enough for me. :)

  • Avatar
    Therese Erhard

    Hi,

    The iPhone app is great, and now our customers are starting to ask about it. Do you have any plans to make the app work for end-users as well?

    That would be a real plus for all our customers.

    Thanks,

    Tess

  • Avatar
    Steven Yan

    Thanks Therese!  There are no plans to make a native app for end-users.  Instead, we will continue to make improvements to our mobile optimized end-user portal.  The advantage to this approach is that you can brand the end-user portal however you like.

  • Avatar
    Marc Vermeulen

    Ipad zendesk counters are not correct and get not refreshed. All counters in the ipad version reflect out of date data. The only way to get them up to date is logging out and in. There must be a way to have at least the 2 main counters (open tickets) correct.

    Marc

  • Avatar
    Steven Yan

    Hi Marc, thanks for your feedback.  You can select the dashboard counter, go into the view, and pull down to refresh to get the updated counts.  We'll add some better updating in an upcoming release.

  • Avatar
    Andy Gambles

    I am unable to copy and paste anything from within the App. If the customer puts something I want to copy and paste into say and email or safari I can't do it.

  • Avatar
    Sara Gould

    Second request for copy from the app.

  • Avatar
    Andy

    I created a bunch of tasks and assigned them out to different members of my team. I tagged each one with "Teamtask". I search for that tag on the ipad version of ZD and cant find them. How come?

  • Avatar
    Andy

    I'd also like to see copy/paste support

  • Avatar
    Steven Yan

    Hi Andy(s) and Sara, are you referring to the iPad or iPhone version of the app?  The iPad version does allow you to copy the entire comment.  We'll make sure this makes it to iPhone as well.

    As for selective copy/paste, there are actually some iOS hurdles we need to get around to allow ability to both copy/paste selectively as well as autolink URLs and allow these to open a web view within the app.  Rest assured we will get this to work at some point.

  • Avatar
    TJ Sittner

    In using the Iphone application, I have run into an issue when creating a ticket. We have a drop down menu with a lengthy bit of options.

    A few words:::Another Category::Pick this , for example. But you only see  a portion of it. "A few words::Anot" so users can't tell which category they are actually selecting.

  • Avatar
    Steven Yan

    Hi TJ, thanks for sharing that bit of usability feedback.  This is something that will be fixed in our upcoming release -- we will support an iOS-style sliding menu that will allow you to drill down into a multi-level custom dropdown in order to select the appropriate value.

  • Avatar
    TJ Sittner

    Wonderful! Thanks for the quick response.

     

    TJ

  • Avatar
    Stephen Wyles

    I created a custom field called "Categories" I would like to make this a required field, but on the App, none of my custom fields show up, so if I make them "required" I am unable to answer tickets or update them from the App. I have gone in and removed the required aspect of the field for now, but this causes me to go into the web interface on a regular basis in order to update the "Category" field.

  • Avatar
    Steven Yan

    @Stephen -- Your custom fields should be showing up -- did you try reloading the app (closing and restarting) after you created your custom field?

  • Avatar
    Steven Yan

    Also, for those of you who have been wanting full copy/paste, we are working on a solution -- this will be our next priority as far as incremental enhancements.

    There are some limitations in iOS about how we've implemented the comment stream and maintaining scrolling performance.  In a nutshell, to allow good scrolling performance, we have to sacrifice native copy/paste on each comment cell.  We'll be implementing a workaround to allow you to press + hold on a comment, invoke a popup containing the text, and then copy/paste from there.  

  • Avatar
    Tim Strawbridge (eCargo)

    Hi, I'm having issues logging in to the iPhone app. I've changed my password and disabled Twitter login just to be sure but no luck. I continually get the 'there was an error authenticating

  • Avatar
    Steven Yan

    Hi Tim, two questions:

    1.  Are you using remote authentication in your account?

    2.  If not, what are you entering as the URL?

  • Avatar
    Tim Strawbridge (eCargo)

    Hi Steven

    I was using Remote Authentication but I turned if off to try problem solve this issue.

    I had tried entering both our mapped domain, http://support.ecargo.co.nz and our Zendesk domain, http://support.zendesk.com, then I tried just support.ecargo.co.nz and it worked !!

     

    Thanks

  • Avatar
    Steven Yan

    Hi Tim, that's a good catch, we should be stripping the protocol for you.

  • Avatar
    Tim Strawbridge (eCargo)

    Yes, and maybe change the label. It says URL, so I entered the URL ! :-)  I believe the label in the Andriod app is Subdomain

  • Avatar
    Marty Thornley

    Hi there, 

    Just downloaded the latest Zendesk iPhone app and am still getting the unable to authenticate message. I reset and rechecked my settings and password several times. I login using the iPad app no problem.

    Any suggestions?

  • Avatar
    Steven Yan

    Hi Marty,

    Your credentials from your iPad should work fine on iPhone.  Can you try making sure there's no leading or trailing whitespace in what you've entered?  We may have missed some whitespace stripping there.

  • Avatar
    Steven Yan

    HI everyone, I wanted to offer an update for those yearning for copy/paste.  We have an update to the app due out in late July which will include ability to copy all of a comment, or select which part of a comment you would like to copy.  Thanks for your patience on this!

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