Working with views in the Support mobile app

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7 Comments

  • Ariel Hart
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    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.

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

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  • Megan Moore
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    Can any of the ticket views on iOS show the organization name without clicking into the ticket, and, if so, how?

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  • Brett - Community Manager
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    Hi Megan,

    I did some testing in my end and it looks like the only way to see the organization is by going into the ticket itself. For organizations that require your extra attention, it may be worth creating a separate view for their tickets so they're easily accessible through the app.

    Apologies for not being able to provide an alternative solution for you :-/

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  • Alexis Unzeitig
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    Is there really no "macro" functionality in the mobile app? and no plan to add this functionality?

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  • Nicole - Community Manager
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    Hi Alexis, 

    Macros are available in the mobile app. Here's the information on how to use them: 

    Working with tickets in the Support mobile app

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  • Devan
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    Hey everyone!

    On Thursday, June 4th, from 9:00am-11:00am CDT, the community will have a special team of experts on hand to answer your questions on "How to set up and customize Views to manage ticket queues" in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information 
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 4th, so if you've got something you want our experts to look at, post it today!

    What kinds of questions will you answer?

    We'll answer questions about how to set up and customize Views to manage ticket queues. We can also troubleshoot existing issues you have in your account. 

    Is there anything you won't answer? 

    We may not be able to speak to some product feedback requests or roadmaps for Support. If you would like to share product feedback about any Support related features, that should get posted in the Support Product Feedback Topic. 

    See what has been posted in our AMA topic here!

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