About the Zendesk Support mobile app

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  • Sam

    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!

  • 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:


  • Adam


    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.


  • Dave Dyson
    Hi Adam -
    Here you go! Mobile App Side Conversations
  • 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

  • Sydney Neubauer
    Zendesk Luminary

    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?

  • Gabriel Manlapig
    Zendesk Customer Care
    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.
  • Kenny Rohan

    Hi, can end users (non-agents) use the mobile zendesk support app to sign into our help center and manage their tickets?
    I am testing it and finding that the email/password that works on the actual web page portal does not work via the mobile app. It says please enter a valid email/password.

    Please advise. Thanks!

  • admin

    Any chance we will see a Dark Mode for the iOS and Android app soon?


  • Josh

    I'm still trying to get inline images without the extra click 5+ years later. Doubt the dark mode will come any soon.

  • Brian Rosenkrantz

    When creating a ticket via the mobile app, you can change properties like status, requester, form 6& brand on the ticket. But you need to press "See all" first. 
    When I create a ticket via the App, it has a brand selected as default. It's not the Default brand on Zendesk, and it's not a brand that I'm a member of.

    How is the default Brand selected when creating a ticket via mobile app?

  • Dane
    Zendesk Engineering
    Hi Brian,

    I have tested it on my end. It will give you the option to select the brand when you click the option to create a ticket.

  • Dominic Page

    I am unable to login to the Zendesk Mobile App owing to an apparrent device compatibility issue. My device is an iPhone SE 2016. I can login to the website via Chrome on this device but that is not optimised for a small screen. When I login to the Website, I choose Google from the 3 options: Google, Github, SSO. When I attempt to login to the App (routes via Safari), only GitHub and SSO are visible, I suspect Google is off-screen. If I open that in Chrome I can see the bottom edge of Google, but it is not clickable. Cannot scroll (which I expect would solve this) in either. Screenshots attached





  • Brett Bowser
    Zendesk Community Manager
    Hey Dominic, I would recommend reaching out to our Customer Support team using the steps mentioned in this article: Contacting Zendesk Customer Support
    They should be able to dig into this further to help get you signed into the mobile app. Thanks for bringing this to our attention!
  • Scott Dinner

    Is there anyway in Explore to report on what agents are signing in through the mobile app?

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Scott Dinner thanks for reaching out! Unfortunately, reporting on agent's log in through the mobile app is not possible as of today. 

    We can only report on last/most recent login data here: How do I generate a user's last login date list

    Hope this helps!

  • Chi Linda

    How do I find the mobile app latest version ?

  • Kim Robinson

    Chi Linda Go to your App store on your mobile device, search for Zendesk.

    For Apple https://apps.apple.com/us/app/zendesk-support/id1174276185

    For Android https://play.google.com/store/apps/details?id=com.zendesk.android


  • Nicolas Monchaux

    Is there a way to enable end-users to make requests with a mobile phone ?

    Zendesk Guide and request form isn't exactly mobile friendly (I'm just interested on the request form)

  • Christine
    Zendesk Engineering
    Hi Nicolas,

    The ticket form should be accessible on mobile browsers, and end-users can submit tickets from there. 

    Sharing samples below of how the form appears on mobile devices.

    Chrome on mobile:

    Safari on mobile:

    If you have your own mobile application and you'd like to consider installing the Web Widget for end-users to submit tickets, you can refer to the documentation below on how to get started:
  • Phil Gates

    HI, I am wondering if I can create a follow up to a solved (not closed) ticket from the app.

    This would be a very helpful feature unless I'm missing something.


  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Phil, 
    Thanks for reaching out! 
    Unfortunately, creating a follow-up ticket via a solved ticket status via the Zendesk in general is not possible, this can only happen if the ticket is in closed state as per this article. You can leave a feedback so that our team can loo into it.

    The behavior for solved status tickets, once a customer responds to it, it will re-open the ticket. This scenario was explained here
    Hope that helps! 

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