Working with tickets and views in the Zendesk Support mobile app Follow

The Zendesk Support mobile app is designed to quickly triage and address your support tickets.

This article contains the following topics:

Related articles:

Working with views

You can access all of your ticket views in the new Zendesk Support mobile app. Views can be found and managed through the Tickets screen.

The mobile app checks for new and updated view settings, and refreshes them locally, every hour.

This section covers the following topics:

To access the Tickets screen

  • iOS users: In the bottom toolbar, tap Tickets:

    Android users: In the left navigation menu, tap Tickets:

The Tickets screen opens, and the most recent view used is displayed:

iOS Android

On the screens in the examples above, you can see:

  • The name of the displayed view (iOS users also see the number of tickets in the view):
    iOS Android
  • The sorting applied to the view:
    iOS Android
  • Basic information about each ticket, including the avatar for the ticket requester and most recent agent commenter, the ticket subject, the submission date, and the ticket status:

Accessing views

To access a different view

  1. Tap the current view header at the top of the screen.
    iOS Android
    The list of available views is displayed:
    iOS Android
  2. Scroll through the list to locate the view you want to display.
  3. Tap the view to open it on the screen.

Sorting tickets in a view

To sort tickets

  1. iOS: Tap Sort.

    Android: Tap the Sort icon () in the view header.

    The list of available sorting options is displayed:
    iOS Android
  2. Tap the sort option you want to use.
  3. To change the sort order, tap the top-most sorting group or sort icon again, and select Ascending/Up arrow or Descending/Down arrow.

Working with tickets

You can access your tickets in the new Zendesk Support mobile app. Which tickets you see, and how you interact with them, is determined by the permissions applied to your account. See Understanding Help Center roles and setting permissions.

This section describes the following functionality:

Viewing tickets

You can open tickets to view and update them, and swipe through the tickets in your current view.

If rich text or markdown formatting is enabled for your account, that formatting (including inline images, and active phone numbers and links) is applied in the displayed ticket.

To view a ticket

  1. On the Tickets screen, tap the ticket you want to display. The ticket opens:
    iOS Android
  2. Swipe left to see subsequent tickets in the current view, or swipe right to see previous tickets in the current view.
  3. To return to the list of tickets in the view:

    iOS users: Tap the X in the upper-left of the screen ().

    Note: : The check mark in the upper-right of the screen indicates the number of changes you've made to the ticket. Make sure you tap the check mark to submit the changes before leaving the ticket ().

    Android users: Tap the back arrow in the upper-left of the screen.

    Note: : The paper airplane in the upper-right of the screen indicates the number of changes you've made to the ticket. Make sure you tap it to submit the changes before leaving the ticket ().

Viewing and updating ticket properties

Ticket properties are displayed immediately below the ticket header:

iOS Android

Due to space constraints, only the most frequently used ticket properties are shown. However, you can open the full list of ticket properties if needed.

To update ticket properties

  1. Open the ticket, and locate the property you want to update.

    If the property you want to update isn't shown, tap the Open Properties button () to view the All properties screen:

    iOS Android
  2. Tap the property you want to update.
  3. Tap the new value for the property. The property is updated, and you're returned to the previous screen.
  4. If you selected a property from the All properties screen, tap the back arrow to return to the ticket.
  5. When you're done making your updates, tap the Submit changes icon in the upper-right of the screen.

Commenting on tickets

The steps for adding a comment to a ticket depends on your mobile device.

To add a comment to a ticket

  1. iOS users: Open the ticket and tap the Write a reply field at the bottom of the comments.

    Android users: Open the ticket and either tap into the reply box at the bottom of the comments, or tap the Comment FAB ().

  2. Tap to select Public reply or Internal note.
  3. Enter your comment using your device's keyboard.
  4. (Optional) Tap the Macros icon or FAB to apply a macro. See Applying macros for information.
  5. Tap the Submit changes icon to post the comment.

Applying macros

You can apply any of your macros to tickets on the mobile app.

The mobile app checks for new and updated macros, and refreshes them locally, every hour.

To apply a macro to a ticket

  1. Open the ticket, and make any changes needed.
  2. iOS users: Tap the Macros icon , located in the reply box.

    Android users: Tap the Macros icon (), located in the reply box, or the Macros FAB ().

    The Macros screen opens:

    iOS Android
  3. Select the macro you want to apply to the ticket, using one of the following methods:
    • Tap the macro in the displayed list.
    • Scroll through the list to locate the macro, then tap to select it.
    • Tap the Search box, or Search icon, and enter keywords to locate the macro.
  4. Tap to select any required actions for the macro, then tap the Submit changes icon ( or ) to apply the macro and return to the ticket.
  5. Make any other changes necessary, then tap the Submit changes icon ( or ) again to post the updates.

Creating tickets

If you have permission to create tickets, you'll see the Create ticket icon on your screen.

iOS users: .

Android users: .

To create a ticket

  1. Tap the Create ticket icon to open the New ticket screen.
  2. If you have multiple brands, the multi-brand selector is displayed. Select a brand then tap the check mark (iOS), or OK (Android).
    iOS Android
  3. Tap Subject and enter a title for the ticket, then tap Done.
  4. Tap Enter a description and add a short explanation of the problem.
  5. Tap Done.
    Note: You cannot submit the ticket unless the Subject and Description fields are filled out.
  6. Tap No requester and select a user to designate as the ticket requester, or enter an email address for a new user. If you don't choose another user, you will be set as the requester.
  7. Tap the remaining property fields to enter information as needed. Add an attachment if necessary.
  8. Tap the Submit ticket icon to save and submit the ticket.
    iOS Android

Using attachments in tickets

You can view and download attachments, or add attachments to new tickets and comments.

If a ticket has one or more attachments in it, they're displayed below the comment. iOS users can scroll through inline attachments vertically in the comment; Android users can swipe to move through the attachments list.

You can open an attachment by tapping it.

iOS users: The attachment opens in a new window.

Android users: If you do not have a default viewer set, you'll be asked to choose a method to open it.

Both Android and iOS allow you to attach images from the camera and gallery to a ticket. Additionally, Android users can attach other file types.

To add an attachment to a new ticket or comment

  1. Tap in the reply box to display the attachment options.
    iOS Android
  2. Tap the type of attachment you want to include.
    • Tap the camera icon to take a photo.

    • Tap the image icon to open the device's image gallery.

    • (Android only) Tap the file icon to browse to a file.

  3. Finish adding your information and submit the ticket.

Playing attached calls and voicemails

Voicemails and recordings of voice calls can be played back in the app. Secure recordings are supported.

If a transcript is available, it is displayed along with the call metadata.

To play the recording or voice mail, tap the Play button on the audio stream.

iOS Android

Searching tickets

You can open a ticket search by tapping the Search icon. For iOS users, the icon is found in the tab bar. For Android users, the icon is in both the header, and in the left navigation menu.

iOS Android

You can search tickets by keywords found in the following properties:

  • Status
  • Type
  • Assignee
  • Tags

For instance, a search for Status:Open will return only tickets in an open status.

Recent searches are stored and displayed until you sign out of the app. iOS users can clear searches manually by tapping Clear recent searches at the bottom of the list.

Have more questions? Submit a request

Please sign in to leave a comment.

Powered by Zendesk