About the Zendesk Support mobile app

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7 Comments

  • Sam
    Community Moderator

    It was mentioned here that the Zendesk Support mobile app would support account switching in early 2019. Is there an update to this? I support 3 separate Zendesk instances and this would be SO helpful, especially in the age of SSO + MFA. Thanks!

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  • Dan Vega

    I made a Minerva interactive guide to help you walk through enabling the mobile app for Zendesk. Minerva is a guide that shows you where to click, and what to do next, so you can set this up on your own account. You can follow the link here for the step by step instructions:

    https://www.minervaknows.com/howto/minervateam-zendesk-com-allow-admins-and-agents-to-use-the-the-mobile-app-b7i8mh2xj0kq.html?utm_source=forums&utm_medium=dan&utm_campaign=zendesk

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  • Adam

    Hello,

    We'd like to put in a feature request to have Side Conversations enabled on the Mobile Application. We have many agents that are using the mobile application to maintain their tickets.

    Please let me know if there is another chat for this request and we'll add to it.

    Thanks

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Adam -
     
    Here you go! Mobile App Side Conversations
     
    1
  • Matt Niemeyer

    Òur techs use the mobile app extensively, they need to report the time on site using the time tracking app. If the time tracking app could be incorporated into the mobile app, that would be very helpful.

    Thank you

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  • Sydney Neubauer

    You are able to set your Talk status however there is no mention that you can take or make calls from the app. Can you please confirm if Zendesk Talk is supported within the Zendesk app? If not, then what purpose is there for setting your Talk status?

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  • Gabriel
    Hi Sydney,

    I'm afraid, it is not yet supported to receive and perform outbound calls using your mobile app. The only thing that can be done in the Support mobile app is to change the Talk status. When setting an agent's status in Talk through the mobile app (Ex: Online), the calls will be directed to your listed number within your user profile. 

    For reference, please see this article: Setting up your phone for call forwarding

    I've taken a look and found that other users are discussing similar needs here: Ability to receive calls through the Zendesk app

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
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