Zendesk for Android: Updates and Known Issues

Release Notes

2014-05-02 (2.3)

New

  • Added 150 character limit cue for subject to prevent the user submitted a subject that is too long.

Fixed

  • We fixed an issue that was causing the app to hang on login.
  • We fixed several issues causing the app to crash.

2014-04-17 (2.2)

What's New in Version 2.2?

• We've updated the app with a new restyle.

• The dashboard layout has been improved for devices with small screens.

 

What's Fixed in Version 2.2?

• We have fixed some of the issues with notifications which were reported to us after our last release.

• We fixed several crash issues which were affecting some users.

•We fixed an issue where the call duration was displayed incorrectly when viewing a voice ticket.

2014-03-12 (2.1.2)

Today we released version 2.1.2 of our Android app in the Google Play Store. This is now live and ready to download. We have also submitted this to the Samsung KNOX Store and the Amazon store and these are awaiting approval.

What’s New in Version 2.1.2?

  • This was a patch release to fix some crash issues identified with version 2.1.2 which affected a small number of users.

2014-02-27 (2.1.1)

Today we will be submitting version 2.1 of our Android app to the Google Play Store.

What’s New in Version 2.1?

  • We have updated our login method to improve security for users of the app. This change will not affect how you use the app but you will need to log in again after updating.
  • User profiles will now show Facebook and Twitter details.
  • Refreshed Dashboard view and Notifications

Bug Fixes:

As part of this update we have spend a lot of time addressing many bugs which customers have raised with us and which we have come across during testing.

Here are some of the major bugs we have squashed!

  • Twitter and Facebook reply options for Android now work.
  • Pinned views are no longer disappearing.
  • Push Notification failure issues have be fixed.
  • Dismissed or cleared notifications returning on next push notification.

Notes

After updating to version 2.1, you will need to log into the app again. This was necessary for updating to OAuth

 

2013-08-26 (2.1.0)

What's new:

  • Zendesk for Android is now available in 14 languages—German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean. 
  • We've improved the interface and navigation.
  • Support for problem and incident linking.
  • Support for marking tickets as spam.

What's fixed:

  • Fixed reported crashes.
  • We've fixed an issue with grouping a ticket view by custom ticket field returning incorrect groupings.

2013-07-10 (2.0.13)

What's fixed:

  • We've introduced a number of stability improvements in this release.

2013-06-18 (2.0.12)

What's fixed:

  • 2.0.11 introduced a crash upon app startup for many customers. We released 2.0.12 which addresses this issue and we are very sorry for the regression.

2013-06-18 (2.0.11)

What's new:

  • We've added support for our upcoming ticket forms feature, available for Enterprise customers.

What's fixed:

  • Ticket views were not grouping correctly by organization.
  • We've fixed an issue with tickets with long comment threads not properly displaying all comments.
  • Our app was sometimes encountering an error when registering with our push notification provider. We've fixed this and it should improve push notification reliability.

2013-05-22 (2.0.10)

What's new:

  • We've migrated to Google Cloud Messaging to make push notifications more reliable. This addresses various reports of customers not properly receiving push notifications. Please note that Google Cloud Messaging supports Android 2.2 and above.
  • Inline with our new agent interface behavior, ticket comments are now always in reverse chronological order, newest comment at the top.

What's fixed:

  • We've fixed an issue where private ticket comments were showing up as public.
  • Fixed an issue with some comments on Facebook tickets not rendering properly.
  • Voice tickets now render properly and you can play voicemails.
  • Modifying the due date on a ticket now properly shows the submit button so agents can submit this change.
  • Macro ordering should now be inline with ordering shown in the agent interface.
  • Fixed an error with malformed error messages when updating tickets.
  • Comment timestamps should now correctly show the agent's timezone instead of UTC timestamps.

2013-04-24 (2.0.9)

What's fixed:

  • Fixes ability to view tickets in On Hold status and ability to update tickets to On Hold status
  • Fixes crashes in Android 4.2.2 when refreshing a view
  • Fixes various crashes with attaching images taken from the gallery or from the phone's camera
  • Fixes issues with applying personal macros on some accounts
  • Creating a new user from a ticket now properly adds the user as the requester after ticket submission\
  • Light agents can now properly make private comments on tickets
  • Apply macro is now properly hidden for restricted agents who do not have permission to update ticket properties
  • Various UI fixes between portrait and landscape mode on certain screens

 

Known issues

None at this time.

  

Download the app for devices without access to Google Play or Amazon Appstore

If your Android device does not have access to Google Play or the Amazon Appstore where we list our app, you can download our Zendesk for Android APK file here through your device's web browser or use this QR code:

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Have more questions? Submit a request

Comments

  • Avatar
    Tom Melchionna

    I love to hate this app. It makes me work when I don't want to work....but it's just so damned efficient!

  • Avatar
    Mcdent

    Hi, I'm liking the Android app, however I was a bit surprised when I attempted to phone a user, that I could not see the phone number or other parts of the user profile from the ticket?

    I'd also like to see the Details and Notes, as we use this as a workaround for Address of our customers.

    I'm guessing one reason for having the Android app is to be able to access tickets from the field, thus the need to contact them or visit them?

     

    Thanks

    Mike

     

  • Avatar
    Steven Yan

    MIke -- thanks for your feedback, and we have heard this from others as well.  Look for more user profile information in future releases of all of our mobile apps.

  • Avatar
    Santiago Suarez Ordoñez

    Hi Steven,

    Cool app all in all. I used it for a while bit but got stuck in login since I implemented the custom domain, though.

    Putting either "saucelabs" (old sub-domain) or "support.saucelabs.com" (my new custom domain) both fail. Any advice? Sounds like a super simple fix, hope that's the case

  • Avatar
    Steven Yan

    Hi Santiago, glad you like the app.  I checked your account settings and noticed you are using remote authentication.  Do you also have a password set on your user profile in Zendesk?  This is required in order to use the app -- it currently won't work with your single sign-on username and password.

  • Avatar
    Santiago Suarez Ordoñez

    Hi Steven, thanks for the quick response. The answer is no, I use regular auth for my admins and SSO just for my users. Good news is that I got it to work after several tries. For the record, independently of whether I have a custom domain or now, still the sub-domain at Zendesk should be provided instead (that kinda confused me as it's not the case when using the ipad app).

  • Avatar
    Steven Yan

    Hi Santiago, glad you figured it out -- I had thought you tried using the old subdomain since you mentioned that initially.  

    We did change the behavior in the iPad app specifically because users were confused about this -- that change has yet to make it to Android, however.

  • Avatar
    Santiago Suarez Ordoñez

    Good to know. Keep up the good work!

  • Avatar
    Reneé Lasswell

    I remember once before being told I couldn't get the Android App to work because we had our helpdesk configured to not allow new account creation to force our users to get created accounts via an SSO option. This however really bums me out because that means I can't use the App to respond to customers as when I login I always get a blank screen. Since there is the special log me in URL can't I configure this on for the Android App so I can use it for that? It'd be a good work around I feel.

     

    Thanks!

  • Avatar
    Steven Yan

    Hi Renee, if you have SSO enabled you should just be able to set a username/password on your Zendesk profile and log in this way.  SSO should not block your ability to access the Android app in any way beyond the password requirement.

  • Avatar
    Reneé Lasswell

    I uninstalled the App, re-installed and it's working again. Soooo.I'll just see if it continues to work :)

  • Avatar
    Steve Schott

    Hey Steven,

     

    I have downloaded the app to my galaxy note, but there is no option to sign in using google. Our account is setup to sso through google, so when i type my email and pass and zendesk domain, I keep getting an error that my login credentials are incorrect. Got a solution?

     

    Thanks,

     

    Steve Schott

    Pabst Brewing Company

  • Avatar
    Steven Yan

    Hi Steve, yes, this is a limitation of our app.  We don't currently support the single sign-on methods like Google or Facebook -- we will be adding support for this later.  

    For now what you will need to do is set a password on your Zendesk user profile.  Then you can use this password, along with your Zendesk email address, to login.

  • Avatar
    Steve Schott

    Ok, I tried setting a password but it wants my current password and im not sure what it is? Always have used google to sign in...

  • Avatar
    George Moeckel

    Hi Steve, What has worked for us, once the user has logged into their ticket system with normal web browser / sso login, an admin can set an initial backdoor password for the user.  That will be the password used for applications login.

  • Avatar
    Steven Yan

    Thanks George.  Yes Steve, for now what you will need to do is have an admin set the password.

  • Avatar
    Andrew Vickery

    I have both an iPhone and a Droid device, and while I am able to login normally to my Zendesk on the iPhone, I repeatedly get a login failed on the Droid.

  • Avatar
    Steven Yan

    Hi Andrew, are you on a host-mapped, SSL-enabled Zendesk?  My first inclination is that this is a certificate issue that manifests itself on your Droid but not on the iPhone.

  • Avatar
    Andrew Vickery

    Steven, we're using the regular SSL option.  And actually, since I posted this, we have been unable to use the Zendesk app on either Android or iOS devices.  I'm not sure if this could have something to do with using SSO?

  • Avatar
    Steven Yan

    Hi Andrew, if you are using SSO, then you can't use your SSO password to login to the app currently.  You need to set a separate Zendesk password on your user profile.  We're planning on fixing this in the future so your business can integrate agent login on the mobile apps with your SSO that you use on the Zendesk web app.  

    Can you tell me if you've set a password on your user in Zendesk?

  • Avatar
    Jordan Khoviteri-Zadeh

    I've noticed that both my Galaxy Nexus and Nexus 7, both running Jelly Bean (4.1) don't have any kind of options button on the application... So I can't turn off notifications and I have to clear my app cache to be able to log out.

    Any plans to fix this?

  • Avatar
    Joe

    Jordan -

    Sorry for the delay. I just checked into this and was told that a recent update to the app will remedy this issue with Jelly Bean.

    Please update the app if you haven't already and check to see if it is fixed. If it isn't, please get back to us either here or (even better) through a support ticket.

  • Avatar
    Jordan Khoviteri-Zadeh

    Hi Joseph,

    Sorry for not replying too! Yeah, the recent app update fixed my problems :) 

  • Avatar
    Jonathan March

    On Nexus 4, consistently crashes when click on a notification. Logged with app's crash reporter.

  • Avatar
    Joe

    Hi Jonathan,

    Could you submit a ticket on this issue to support@zendesk.com? I'd like to follow up with you directly about this issue. In the ticket could you let me know if it crashes only when clicking on a notification, or does it crash while opening the app in other ways as well?

    Thanks

  • Avatar
    Gergely Daróczi

    Is there any plans to support Zendesk Voice in the mobile app? It would be awesome e.g. if I could start outgoing calls from my mobile.

  • Avatar
    Steven Yan

    Hi everyone, we've released v2.0.9 of the app which contains a number of fixes for crashes on Android 4.2.2 as well as a fix for our On Hold status issue. Regarding push we are investigating why some customers are not receiving pushes and hope to have this resolved soon.

  • Avatar
    Jon

    Hooray!  No more crashing.  :)  However, I still cannot get notifications to work.  I have toggled them on/off and refreshed the app but to no avail.  I do not get a visual, vibrate or sound notification.

  • Avatar
    Steven Yan

    Hi Jon, as I mentioned earlier, we are actively working on the notification issue. I'll keep you updated.

  • Avatar
    Brian Pavlovich

    Issue 1:  my selected shortcuts keep disappearing.

    Issue 2: Notification appear multiple times.  Once one is dismissed, it will reappear once another one comes in.  This can result in many repeated notifications.

    Feature request:  Ability to set quiet times (or maybe more appropriate, "Business Hours", so notifications aren't disturbing at inappropriate times.

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