About the new Zendesk Support mobile app Follow

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19 comments

  • Avatar
    Joshua Atkin

    I need help please :)

     

    Bookmarks are gone and SLAs are gone.

     

    How can I go back to before as I cannot use this new mobile app.  It's worthless to me without those features.

  • Avatar
    Fong

    Hi there,

    any plans to display the status and brand name of tickets without having to drill in to a ticket? 

    This was available in the old app that helped me identify what status are their tickets and the brand as well.

    looking forward to hearing from you - as i have the same feeling as Joshua here - the new app is useless to me without being able to identify these on a highlevel.

     

  • Avatar
    Henrique Junqueira Pamplona Gomes

    It is full of bugs we lost a lot of features ! we can´t even see the email of the requester , so we can´t find the client in our system . it is really bad ! you all need to update it fast , or it will be worthless to all custumer . 

  • Avatar
    Henrique Junqueira Pamplona Gomes

    funny the only client support I got from zendesk  was in its twitter account , a company that has a email support service , that only attends clients on twitter ! 

     

    4 emails sended , 0 anwers . I think not even Zendesk belives in its email support service . 

  • Avatar
    James Harvard

    Sorry, Zendesk, but locking out users from the old iOS app the moment your new app got to version 1.0 (unusable due to a display bug in my experience; lacking essential features in other people's) is a very poor move IMO. I understand good software needs to be 'opinionated', and that you can't please everyone all the time, but forcing clients to migrate to a bleeding edge app with a different feature set is too much. Why not a two-month period of continued access to the old app, but with a "this app will cease working on X date; you have until then to migrate to our new app (caution - functionality is not indentical!) or make alternative arrangements" nag message?

  • Avatar
    Stephan Zind

    Hello,

    we usually really love the iphone app. BUT !!

    Some bugs which i found are the following:

    1. Placeholder in the macros are not working ..

    2. where can you delete tickets or mark them as spam ?

    have a great day..

    Stephan 

  • Avatar
    Stephan Zind

    @Henrique Junqueira 

    you are soo right.

    the email address of the clients are gone, and so we can not add or change anything.

    :((((

  • Avatar
    Lisa Cali

    Apologies for the changes to the app causing you all issues with your mobile workflows. Our intention was to provide an updated, modern app that we could build upon as we go, not to limit your ability to handle tickets on the go.

    We are looking at additional fields in the ticket list. In the meanwhile, you can sort by ticket status or if you have a 3D touch enabled phone you can peak into the ticket and see the status.

    A user profile including email address is in development now and we hope to have something soon.

    Placeholders work upon submission, but we don't show the value in the ticket prior to submitting.

    Delete and mark as spam is also in development to be re-added to the apps.

    Thank you for your continued patience.

  • Avatar
    Mark Buhagiar

    I used to be able to use the Android app to search articles in our help center. This no longer works in the new app. When you perform a search, the app reports the correct count of returned records (including tickets and help center articles) but the only records shown are tickets. 

    Ideally I would like to be able to perform two different searches, one for tickets and the other for help center articles. 

    Thanks

  • Avatar
    Phil

    I no most people don't like change but the new zendesk app is bad. Being in IT we like change. Lots of people on your website are thinking the same. Please please allow us to keep the old app even if you have stopped developing it.

  • Avatar
    Hans Latour

    Which one is the latest? (left/right). I used the left one, got a message I have to update, replaced it with the right one, but see that the left one (now) has a newer version number (3.9.8). 

  • Avatar
    Lisa Cali

    Hi Hans, 

    Please use the one on the right. The old one only has a larger version number because of changes that went out related to the iPhone (it is a universal app). Zendesk for iPad is the app we will support going forward. Once we complete the 90 day deprecation for the old Zendesk app on May 22nd, we will remove it from the app store. Thanks!

  • Avatar
    Hans Latour

    OK, clear! And for iPhone the other way around I read above?

  • Avatar
    Lisa Cali

    iPhone you should use Zendesk Support for iPhone. The 'Zendesk' app is going away for both. Thanks!

  • Avatar
    Ariel Hart

    The initial launch and lock out of the Support app failed and access to the legacy Zendesk app had to be restored.

     

    With the lack of implementation of bulk editing of ticket's properties, applying macros or leaving comments on mobile app (and no plans to implement it as a feature) my team will not be able to keep up with ticket flow using the Zendesk mobile platform.

     

    On the website (https://www.zendesk.com/product/mobile/) there's a flashy statement of: 

     

    Great customer support is tied to the customer—not a desk. Zendesk’s native mobile apps are built for team leaders, agents, and those rolling stones who don’t take “help desk” literally.

     

    This site directs to the old app and the statement does not  seem to be reflected in the "new" apps feature set.

     

    Please Zendesk, come to grips with customer needs and stop forcing the Support app when features we need to get the job done are not available.

  • Avatar
    Mathew Cropper

    Hi Ariel. I just posted a response to your message in this thread. Just letting you know here as well.

  • Avatar
    robert bowles (Edited )

    Robertbwles
    Jul 24, 20:32 PDT
    I went to ur help center and it didn't help m out any I hav a Windows phone n I got it n Windows store and that's what I got I don't know if it a old version or not
    I thought everything n there is updated anyway I need to know how to get threw so I can login n ur site didn't tell m on what I ready know

  • Avatar
    Chris Coughlan

    Hi Robert, unfortunately we no longer support a Windows Phone app. Our officially supported apps are iOS and Android. You can also access your Zendesk instance through a mobile browser or via the web.

  • Avatar
    Mike Hager

    Is integration with time tracking built into the mobile app?  I have people on the mobile app and tracked time is not showing up.  

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