About the Zendesk Support mobile app

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40 Comments

  • 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.

    3
  • Chris Coughlan

    Hi Fernando,

    Can I clarify whether you mean accessing 2 unique zendesk subdomains within the same app?

    We don't currently support that, but we are working on a feature that will allow you to switch between multiple zendesk accounts within the same app. This is in development now and planned for release in early 2019.

    3
  • 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 . 

    2
  • 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.

     

    1
  • Chris Coughlan

    Hi Jay,

    Thanks for highlighting an issue with the link, the iPad app can be downloaded here: https://itunes.apple.com/us/app/zendesk-for-ipad/id1164474048?mt=8

    I'll also update this article with the correct link. We continue to release minor updates to the iPad, but will be planning a larger product update in 2018. If you'd like to discuss the iPad app I'd love to hear your feedback! drop me a mail at mobile.support@zendesk.com

    Thanks

    Chris

    1
  • 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 . 

    1
  • Fernando Duarte

    How can I use the mobile app for 2 different accounts?

     

    1
  • Nicole S.
    Zendesk Community Team

    My apologies, Nick. Here's the correct link: https://support.zendesk.com/hc/en-us/community/topics/200132066

    I'll correct my comment above as well. 

     

    1
  • Ed Davis

    Are end-users able to use the mobile app as well? Or is it just agents?

    1
  • 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.

    1
  • 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?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Alex, 

    No, @mentions do not work on the mobile app. 

    0
  • Chris Coughlan

    Hi Fernando - unfortunately not. You shouldn't need to uninstall, but simply logout if you want to switch account. We will be delivering the Account Switching feature in early 2019.

    0
  • Fernando Duarte

    Hi Chris,

    You are correct.  I meant accessing 2 unique zendesk subdomains within the same app or the ability to add a second instance of the app to also test my sandbox.

    Do you guys have a workaround other than uninstalling and reinstalling the app?

     

    0
  • Chris Coughlan

    We do have some good news regarding this Alex - @mentions functionality will be coming to the mobile apps at the end of September 2018.

    0
  • 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.

    :((((

    0
  • Jessie Schutz
    Zendesk team member

    Hey Mike! Welcome to the Community!

    I see that you've already commented on the Product Feedback thread we have going about this. I've followed up with the new Product Manager for our mobile apps to see if there's any new information to share! Any updates will be added to that Feedback thread. :)

    0
  • Jay Kelly

    Any news on the ipad app? that link at the very top doesnt work. Is it to be updated ?

    0
  • 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.  

    0
  • Josh

    Can customer lists be brought to mobile? Would be helpful for mobile people!

    0
  • Kalle Windefalk

    Please integrate the KC app in the support app

    0
  • Nicole S.
    Zendesk Community Team

    Hi Michael, 

    I encourage you to share your feedback with our product managers by creating post in the Support Product Feedback Forum . 

    If you haven't posted there before, here's how to write an effective feedback post

    0
  • Mathew Cropper

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

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Spencer,

    The app will only be accessible to agents/admins on the account. End-users would need to access your Help Center site through a mobile browse instead of the through the app.

    If this is a feature you're looking for I would recommend creating a post in our Support Product Feedback Forum to help provide visibility to our Product Managers as well as other members of the community.

    Thanks again for taking the time to share this with us!

    0
  • 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). 

    0
  • Hans Latour

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

    0
  • robert bowles

    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

    0
  • Spencer

    Can users login and use the app. The thought process is we only allow logged in users to submit tickets. Would be much easier for them to submit tickets if it was mobile? It works great for agents and admins!

     

     

     

    0
  • 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.

    0
  • 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 

    0

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