Zendesk for Windows Phone: Updates and Known Issues

Release Notes

 

2015-2-3 (1.7)

What’s New?

This version was focused on fixing a lot of the bugs and stability issues you have reported to us over the last few months. Thanks for your help and please keep sending us your feedback. We’ve also tidied up the UI and added some improvements.

  • A new search page, including recent searches functionality.
  • Improved tag management in ticket properties
  • A new look ticket property page
  • A new look create ticket page
  • You can now see and edit date fields on tickets
  • Assignee field now shows avatars
  • A redesigned macros page so you can easily find and apply the macro you need
  • Attachments now open in app
  • Long names are now truncated in the CC field
  • Ticket preview now works in Recent
  • You can now add and remove bookmarks from the ticket view.

2014-5-7 (1.6.2)

What’s New?

  • We have changed ticket lists so you can now see the subject and description of a ticket before you select it.

What’s Fixed?

  • We have fixed an issue where quotation marks can be stripped out of ticket fields.

  • We have fixed an issue where you cannot connect if IP restrictions are in place

2014-1-13 (1.6.1)

What's New and Fixed?

  • This is a minor release to fix a bug which was present in 1.6 and prevented some agents from viewing more than two fields in a ticket.

As always, please let us know of any feedback or questions you have.

 

2013-12-30 (1.6)

What's New and Fixed?

  • We have resolved the issues with pinned ticket views and live tiles.
  • We have gone through all your feedback and fixed a lot of bugs and stability issues which were making the app unusable for some people.
  • Macro changes are now applied to all applicable fields.
  • Views which contain a large number of tickets are now paging correctly.
  • Auto completion of tags and users now works correctly.
  • App now supports basic and full priority.
  • You can now add a new user while editing/updating a ticket.

Notes.

  • On the 15th of January, Zendesk will be making changes to how some of our APIs for mobile work. This means that anyone on an older version of our Windows Phone app may not be able to log in after this date. To correct this you must update to 1.6.
  • Anyone who already has live tiles set before updating will need to delete and add again after updating for the fix to work.
  • The front of live tiles will show a number, indicating the number of tickets in a view. Due to a limitation with Windows Phone the max number this can show is 99. So, if someone has a view pinned to there home screen and there are 200 tickets in the view, the live tile will say "99" on the front but when the tile flips the correct number will be shown in text. 
  • Users upgrading from the previous version may not see all their ticket fields when creating or viewing tickets.  Uninstalling and reinstalling the app will solve this issue.

2012-06-17 (1.4)

What's fixed:

  • Fixed an issue with pinning ticket views to the start screen

2012-02-25 (1.3)

What's new:

  • Significant speed improvements in retrieving and updating ticket information
  • Text suggestion enabled in ticket text fields

What's fixed:

  • Fixed issue with ticket views not pinning correctly to the home screen
  • Fixed issue preventing multiple attachments from being added
  • Fixed issue with adding CCs to tickets
  • Fixed issue where changing a group and assignee, saving, and then changing a group and assignee again was not possible
  • Agents logging in can now press and hold on the login fields to place the cursor
  • Fixed issue with XML error appearing when updating a ticket

 

Known Issues

The application crashes

Please email a report of your issue to support@zendesk.com, including the following details:

  • Windows Phone device type
  • Reproduction information, including specific actions you took prior to the crash and any specific ticket IDs.

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 Windows Phone 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 iPhone login
Have more questions? Submit a request

Comments

  • Avatar
    P Stevens

    FYI, pinning a ticket or a view to the home screen still does not work.

    Thank you

  • Avatar
    P Stevens

    sorry, forgot to include device.

    HTC Arrive (HTC 7 Pro)

  • Avatar
    Steven Yan

    Hi P Stevens, sorry for the delay in responding to this, I will look into this for you.

  • Avatar
    Daniel Russello

    Our company just switched to lumia 900 running windows phone 7.5 and you can't pin anything from zendesk except the application shortcut which is not even a live tile. I went to AT&T store and replicated problem with HTC Titan and Samsung Focus S so problem is not phone specific. Please fix, we really want this feature greatly.

  • Avatar
    Paul B. Felix

    Same here.  The pin to home screen feature if pretty important.  Without it I'm having to rely on email notifications to tell me when new tickets are logged.  Can we get an estimated time that this can be fixed?

  • Avatar
    Andrey Marchev

    please, make it available in the bulgarian marketplace.

  • Avatar
    Steven Yan

    We've just released a fix (v1.4) fixing view pinning issues to the home screen.

  • Avatar
    Daniel Russello

    Stephen,

    I was so excited to see this finally fixed but its still not working for me. I even tried uninstalling the App and Re-installing v1.4. I can't pin ticket views, bookmarked tickets, or individual tickets. In fact I can't pin anything except the program shortcut. The screenshots of this functionality actually working on your website is the main reason we switched helpdesk systems when our company was leaving Android phones. This problem was listed as fixed in 1.3 and 1.4 patch notes so please at least verify it actually works before telling everyone it is. I verified this feature is still broken on three separate phones running Mango with Zendesk 1.4.

  • Avatar
    Steven Yan

    Hi Daniel, I apologize for the misinformation, there seems to be an issue that occurs only on versions of the app installed from the Windows Marketplace.  We do verify these fixes prior to releasing the app on the same version of the build, but have only now isolated this as the issue.  We'll be pursuing this one quickly and get a fix out as soon as possible.

  • Avatar
    Paul Allen

    Tried changing a Pending ticket to Solved and it tells me 'Unknown Error". Earlier when I tried it said Solve Confirmation was required, but I had selected Solve Silently. This is on a Nokia Lumia 900 after installing the 6-17 update. 

  • Avatar
    Jeremy Smith

    Any update on the fix for the Pin feature? We're currently in an evaluation and would really like to see this in action. Thanks!

  • Avatar
    Steven Yan

    Hi Jeremy, there's another build on the pin feature that will be available in the Marketplace any day now.  It turns out a previous build was using some code which does not work on the published version of the app, hence why it never showed up as an issue in our testing.

    @Paul, looks like I missed the issue that you raised.  I'll follow-up on this, I am able to reproduce it.

  • Avatar
    Daniel Russello

    New update "Finally" allows pinning of tickets and views. View tiles however only reflect changes if unpinned and repinned. I have tried rebooting my phone and adding new tickets as well as removing tickets. The number showing how many tickets are in current view also does not look like the screenshots that have been on the marketplace and Zendesk website. The current numbering is much less pleasing for me as well as being 1/3 the size of the ones in the screenshots which will make using minitiles in wp7.8 not practical. Sorry for sounding impatient, we just want the features highlighted in your 1.0 release notes to actually work.

  • Avatar
    John Merrey

    To agree with Daniel's post, if you pin a view on the homescreen, it shows you how many tickets are in that view, but it doesn't update the number when a new ticket is added to that view. 

  • Avatar
    John Merrey

    Also, when I comment on a ticket in the app, it saves it as a "Draft" and never saves the comment. 

  • Avatar
    =?koi8-r?B?7cHSxc7J3iD0wdLB0yD3zMHEyc3J0s/Xyd4=?=

    Lumia 800

    "Error login you in" after login/password/domen input.

  • Avatar
    Peter Whitehouse

    The pinned views are not live for me they just show the zendesk page logo, WP8 Lumia 920

  • Avatar
    Daniel Russello

    The live tile has never worked on windows phone 7 and there has not been an update to support the new aspect ratio in windows phone 8. We are hoping someone at Zendesk will start to actively support the growing windows phone community.

  • Avatar
    Peter Whitehouse

    Ouch really? That's pretty bad, I hope they focus on sorting out the WP 7 & 8 apps to give them top notch functionality.

  • Avatar
    Andrew McIlroy

    Any update on the pinned views Live Tile updating ? Using Lumia920 WP8

  • Avatar
    Soporte Apesoft

    Lumia 610 W7

    When will be able update tickets properties from W7?

    Even own fields.

    Thanks

  • Avatar
    Steven Yan

    Hi everyone, I would like to address the quality of our Windows Phone app. We understand it has not been meeting your expectations and its quality is not on par with our iOS and Android apps.

    We have brought development in-house for this app, and we are actively working on reviewing the most serious flaws in the app and plan to have a minor release out within Q4 of this year. From there you can expect more regular updates as part of ongoing maintenance of the app. Thanks for your patience.

  • Avatar
    Wes Drury

    Great news Steven - I know the Dev team will do a great job on the app and I can't wait to try it out!

  • Avatar
    cmwind

    Thanks Steven. This is great news. I hope this will spiral into a killer Windows 8.1/RT app as well

  • Avatar
    Lars T. Solberg

    Hi,

    Any news on the minor update for the Windows Phone app? Looking forward to try it out as the existing app won't let me log in at all.

  • Avatar
    Steven Yan

    Lars, we are about halfway through development for the minor release. We'll probably be ready to test and release within the next month.

  • Avatar
    Lars T. Solberg

    Hi Steve,

    Thank you for the quick reply! Looking forward to update the app.

  • Avatar
    Jose Cruz

    Nice good

  • Avatar
    Scott Clingan

    Steven, Excellent news, Thanks!

  • Avatar
    Wes Drury

    @Steven - Will this update include the organization for the Windows Phone Apps.  Its great that we can see the properties and comments but our techs need to know the organization so they know where to go.

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