The Zendesk Support mobile app is an app for agents and team leads to view and respond to Zendesk tickets from your mobile device or tablet. It's designed to let you quickly work with support tickets on your mobile device, including:
- Sorting, filtering, and searching tickets and ticket views
- Creating tickets
- Commenting on and updating tickets
- Receiving ticket notifications
- Setting your Talk status
This article discusses the following topics:
Related articles:
Installing the mobile app
You can download the mobile app from your app store:
- iOS users: Download from the the App store
- Android users: Download from the Google Play store
Admin and agent access to the mobile app is turned on by default. You can check this setting by going to Admin Center, clicking Account in the sidebar, and then selecting Security > More settings.
Configuring the mobile app
To activate the new agent experience
- For iOS users, make sure that the latest version of the Zendesk Support mobile app (from the App store) is installed on
your device.
For Android users, make sure that the latest version of the Zendesk Support mobile app for Android devices (from the Google Play store) is installed on your device.
The latest version of the app is required to support the new agent experience. Zendesk also recommends that you leave automatic updates for the Zendesk Support mobile app enabled.
- Open the Zendesk Support mobile app and sign in, if needed.
- iOS users, tap the Settings icon () in the bottom toolbar.
Android users, tap the Options () menu in the upper-left corner and then select Settings ().
- iOS users, select Try our new conversational UI.
Android users, select New agent experience.
iOS Android If needed, you can always deactivate the new agent experience later by going back to Settings and deselecting this option.
The mobile UI
Once the app is installed on your mobile device, you can launch it by tapping the Zendesk mobile icon on your homescreen.
The mobile app has four main navigation screens, from which you can perform a number of tasks:
- The Tickets screen, where you can choose your ticket view and access tickets.
- The Search screen, where you can search for keywords in tickets.
- The Notifications screen, where you can view ticket notifications received in the last 30 days.
- The Settings screen, where you can configure your settings.
This section is an introduction to the layout of and functionality on these screens. For information on using these screens, see the following:
iOS users can access any of these screens by tapping the toolbar, which appears at the bottom of every navigation screen:
On Android devices, the access method differs by screen. See the sections below about each screen for access instructions.
The Tickets screen
To open the Tickets screen
- iOS users can tap the Tickets icon in the bottom toolbar to open the Tickets screen:
- On Android devices, the Tickets screen is the default view in the app. From any other screen, tap the Back arrow to return to the Tickets screen.
The Tickets screen displays your current ticket view:
iOS | Android |
---|---|
On this screen, you can:
- See all tickets in the open view, organized by sort value
- See the avatar for each ticket's requester, and for the agent who left the most recent comment (if applicable)
- Open another view
- Sort the tickets in a view
- Access tickets
- Create a ticket
- Merge tickets
For information on using this screen, see Working with views.
For information on working with individual tickets, see Working with tickets.
The Search screen
To open the Search screen
- iOS users can tap the Search icon in the bottom toolbar:
- Android users can tap the Search icon in the upper-right corner:
The Search screen has a text box for performing new searches, and displays your recent searches.
On this screen, you can:
- Search tickets using keywords
- See your recent search terms, and view the results
- Clear the recent searches
iOS | Android |
---|---|
For information on using this screen, see Searching tickets.
The Notifications screen
To open the Notifications screen
- iOS users can tap the Notifications icon in the bottom toolbar:
-
Android users can tap the Options menu in the upper-left corner, then select
Notifications:
>
The Notifications screen displays any recent ticket alerts you've received, and indicates how many new notifications are on the list:
iOS | Android |
---|---|
On this screen, you can:
- View all ticket notifications received in the last 30 days
- Tap notifications to view the associated ticket
- Mark notifications as read
You can determine what kind of ticket updates trigger a notification, and how often you receive those notifications. For information, see Using notifications in the Zendesk Support mobile app.
The Settings screen
To open the Settings screen
- iOS users can tap the Settings icon in the bottom toolbar:
-
Android users can tap the Options menu in the upper-left corner, then select
Settings:
>
The Settings screen lets you configure the notifications you receive through the Notifications screen:
iOS | Android |
---|---|
On this screen, you can:
- Select your Talk availability. See Setting your Talk agent state for more information on these options.
- Open your Notification settings page. See Using notifications in the Zendesk Support mobile app for more information.
- Send feedback to the app development team. See Leaving feedback for more information.
- Log out of the app
Leaving feedback
We rely on customer input to refine and improve our products, so please let Zendesk developers know if there's some aspect of the app that you like, you hate, or that just doesn't work.
To leave feedback for app developers
-
iOS users: Tap the Settings icon (), then tap Leave feedback to open the Feedback
screen.
Android users: Open the left navigation menu, then tap the Feedback icon () to open the Feedback screen.
- Use the radio buttons (iOS) or drop-down menu (Android) to indicate the type of feedback you're leaving - a bug, enhancement, or kudos.
- Tap Details (iOS) or Description (Android) to enter any relevant information.
- Tap the check mark (iOS) or paper airplane (Android) in the top-right corner to submit your feedback.