Working with tickets in the Support mobile app

What's my plan?

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

This article describes the following functionality:

• About the Ticket List screen
• Working with tickets
• Viewing tickets
• Viewing and updating ticket properties
• Adding comments to tickets
• Applying macros to tickets
• Creating tickets
• Using attachments in ticket comments
• Playing attached audio calls and voicemails
• Viewing service level agreements
• Sharing tickets
• Deleting tickets
• Marking tickets as spam

Related articles:

• Working with views in the Support mobile app
• Searching data in the Support mobile app

About the Ticket List screen

The Tickets screen is open by default on both iOS and Android devices, with the most recent view used displayed:

iOS	Android

To access the Tickets screen from another screen

• iOS users: In the bottom toolbar, tap the Tickets icon ().

  Android users: Tap the back arrow () until the Ticket screen appears.

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, the ticket subject, and the submission date:

  

Working with tickets

When you activate the new agent experience, the mobile app is compatible with Agent Workspace and offers a streamlined interface that makes it simpler to view ticket information.

Ticket information is split into two tabs:

• Conversations: Displays the latest replies, emails, or messages in a conversational layout. You can reply to the ticket here, including through the messaging channel.
• Details: Lets you view and update ticket information, such as tags, assignee, and requester information.

The Conversations tab

On the Conversations tab, you'll see the latest messages and emails from the conversation in the ticket. Here, you can:

• View ticket metadata
• Reply to a ticket or requester
• Update the ticket status
• View and edit requester profile information

Viewing ticket metadata

You can view metadata in a ticket, including when it was sent, via what channel, and by whom.

To view ticket metadata

• On a ticket's Conversations tab, tap the message in the ticket whose metadata you want to view.

  The message's metadata displays.

Replying to a requester or ticket

You can reply to a requester or ticket over the following channels:

• Messaging sends a messaging reply to the user.
• Email sends an email to the user.
• Internal note sends an internal message on the ticket that's only visible by other agents.

Additionally, you can tap the menu ( ) icon in the upper-right corner to:

• Mark the ticket as spam
• Delete the ticket
• Share the ticket
• Follow the ticket

To reply to a ticket or requester

1. On a ticket's Conversations tab, use the channel switcher to select the channel you want to send the message through.
2. Tap the composer text box and enter your message.

   

3. To attach files or images, tap the paper clip () icon to open your device's file manager and select an image or an attachment.

   

   You can also take a picture with your device's camera by tapping the camera ()icon.

4. If you're replying by email and want to add cc's to the ticket, add them by tapping on the Cc ()icon.
5. If you're replying with an internal note, tap the @ () icon to mention colleagues.

   To learn more about CCs and mentions, see Using CCs and followers and Using @mentions.

6. To apply a macro, tap the macro icon beside the composer and select the macro you want to apply.
7. When you're done entering your reply, tap the submit ( ) icon.

Updating the ticket status

On the Conversations tab, you can change a ticket's status.

To update a ticket's status

1. On a ticket's Conversations tab, tap the status button.
2. Select your desired status for the ticket.
3. Tap the submit ( ) icon.

Viewing and editing requester profile information

You can view and edit a requester's profile information on a ticket's Conversations tab.

To view or edit a requester's profile information

• On a ticket's Conversations tab, tap on the requester's avatar in the upper-left corner of the screen or on their avatar inside the conversation.

  The requester's profile information displays. You can edit the information as needed.

  iOS	Android

  You can also tap on another agent's profile in the conversation to display their profile and associated tickets but you can't edit this information.

The Details tab

The Details tab displays additional ticket information, such as tags, assignee, requester information, and custom fields (except for lookup relationship fields). You can edit the information on this tab.

To access the Details tab and edit ticket properties

1. From a ticket's Conversations tab, swipe left or tap the Details tab.

   iOS	Android

2. Tap the property you want to change.

   A dialog appears and guides you through the process of changing or updating the property.

3. Tap the submit icon in the bottom-right of the screen.

   You can also submit multiple changes at once. If you've drafted a reply to the customer and also want to change the status, assignee of the ticket, and add a tag to it, you can do so by making all the changes and then tapping the submit ( ) icon.

Manually assigning a messaging ticket

You can manually assign messaging tickets to yourself from the Notifications tab.

To get notifications about new tickets that have been created on your account, make sure that you enable notifications for All new tickets in the notification settings in the app (see Configuring notifications).

To manually assign a messaging ticket

1. From the Notifications tab, tap on a ticket that is not yet assigned to you.
2. On the Ticket's Conversation tab, tap Take it.

   

   The ticket is now assigned to you and you can reply to the requester. See Replying to a requester.

   Note: You can also view and edit assignee information on a ticket's Details tab.

(Legacy) Working with tickets

This section describes the legacy ticket view, which is available for iOS users and Android users who haven't activated the new agent experience.

Viewing tickets

You can open tickets to view and update them.

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. The ticket is separated into three different sections: The top section, the Conversation tab, and the Properties tab.
   • The top section shows the requester information and the ticket subject.
   • The Conversation tab shows the latest messages/emails/internal notes from the conversation in the ticket.
   • The Properties tab shows all of the ticket property information.

To return to the list of tickets in the view

• iOS users: Tap the Back icon in the upper-left of the screen ().

• 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 (). This indicator persists across both tabs.

Viewing and updating ticket properties

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.

Note: Only customers on Support Professional and Enterprise plans can use service level agreements in their tickets. For information on using SLAs on your mobile device, see Viewing service level agreements.

To update ticket properties

1. Open the ticket and tap the Details tab.

   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. When you're done making your updates, tap the Submit changes icon in the bottom-right of the screen.

   The submit changes icon is persisted across both the Conversations tab and the Details tab. Tapping on this icon from either tab will submit all changes made inside the ticket from both the Conversations tab and the Details tab.

Applying macros

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

To apply a macro to a ticket

1. Open the ticket and make any changes needed.
2. Tap the Macro button beside the composer.

   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 the macro you wish to apply. These changes will be reflected in the ticket once you return.
5. Make any other changes necessary, then tap the Submit changes icon 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 from the list to designate as the ticket requester. If you don't choose another user, you will be set as the requester. You can add a new user by entering an email address and tapping Enter.
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. You can open an attachment by tapping it.

Note: If an attachment is flagged as malware, agents are prevented from downloading the file unless an admin overrides the malware identification. See Managing malicious attachments.

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

Viewing service level agreements

If you are on Support Professional or Enterprise, and you use the service level agreements (SLAs) feature, you'll see the current SLA in your ticket details tab.

iOS	Android

Android users will also see the current SLAs applied to tickets in a view:

Tap the SLA property to view the list of current and upcoming SLA deadlines:

iOS	Android

For general information on service level agreements, see Viewing and understanding SLA targets.

Sharing tickets

If available, you can use your device’s sharing functionality to share a ticket link with another device. The specifics for sharing a ticket depend on a number of factors, including your operating system, and the target destination for the ticket. The procedure below shares general instructions for ticket sharing -- some steps may be different, based on these factors.

To share a ticket

1. Open a ticket, as described in Viewing tickets, above.
2. Tap the ticket options icon () at the top of the screen. The ticket options menu opens at the bottom of the screen.
3. Tap Share. This opens the sharing options menu provided by your OS.
4. Select the destination for the ticket. The sharing behavior varies depending on your selection:
   • Another device (such as sharing via AirDrop): The ticket opens in Zendesk Support on the destination device, if the recipient has permission to view it.
   • Message, Reminders, Notes, Mail, and the like: The app opens, and a link to the ticket in Zendesk Support is pasted into it.
   • Social media: The app opens to a post composer, which already includes the link as an attachment.
5. Complete the share as needed.

Deleting tickets

In the mobile app, you can delete individual tickets, or delete multiple tickets in a view at once (bulk delete).

To delete a single ticket

1. Open a ticket, as described in Viewing tickets, above.
2. Tap the ticket options icon () at the top of the screen. The ticket options menu opens at the bottom of the screen.
3. Tap Delete, then tap OK to confirm or Cancel to keep the ticket.

For information on deleting multiple tickets in a view, see Deleting tickets in bulk.

Marking tickets as spam

If a ticket is determined to be spam, you can mark it as such to move it into the Suspended Tickets view. See Understanding and managing suspended tickets and spam for more information.

To mark a ticket as spam

1. Open a ticket, as described in Viewing tickets, above.
2. Tap the ticket options icon () at the top of the screen. The ticket options menu opens at the bottom of the screen.
3. Tap Mark as spam, then tap OK to confirm. The ticket is moved to the Suspended Tickets view.