The Zendesk Support mobile app is an app for agents and team leads to view and respond to Zendesk tickets from your mobile device or tablet. It's designed to let you quickly work with support tickets on your mobile device, including:
- Sorting, filtering, and searching tickets and ticket views
- Creating tickets
- Commenting on and updating tickets
- Receiving ticket notifications
- Setting your Talk status
This article discusses the following topics:
Related articles:
Installing the mobile app
You can download the mobile app from your app store:
- iOS users: Download from the the App store
- Android users: Download from the Google Play store
Configuring the mobile app
Activate the new agent experience to work with conversational mesaging. To learn more about the how the new agent experience supports conversational messaging, see Working with conversational messages.
To activate the new agent experience
- For iOS users, make sure that the latest version of the Zendesk Support mobile app (from the App store) is installed on
your device.
For Android users, make sure thatthe latest version of the Zendesk Support mobile app for Android devices (from the Google Play store) is installed on your device.
The latest version of the app is required to support the new agent experience. Zendesk also recommends that you leave automatic updates for the Zendesk Support mobile app enabled.
- Open the Zendesk Support mobile app and sign in, if needed.
- iOS users, tap the Settings icon (
) in the bottom toolbar.Android users, tap the Options (
) menu in the upper-left corner and then select Settings (
). - iOS users, select Try our new conversational UI.
Android users, select New agent experience.
iOS Android 
If needed, you can always deactivate the new agent experience later by going back to Settings and deselecting this option.
The mobile UI
Once the app is installed on your mobile device, you can launch it by tapping the Zendesk mobile icon on your homescreen.
The mobile app has four main navigation screens, from which you can perform a number of tasks:
- The Tickets screen, where you can choose your ticket view and access tickets.
- The Search screen, where you can search for keywords in tickets.
- The Notifications screen, where you can view ticket notifications received in the last 30 days.
- The Settings screen, where you can configure your settings.
This section is an introduction to the layout of and functionality on these screens. For information on using these screens, see the following:
iOS users can access any of these screens by tapping the toolbar, which appears at the bottom of every navigation screen:
On Android devices, the access method differs by screen. See the sections below about each screen for access instructions.
The Tickets screen
To open the Tickets screen
-
iOS users can tap the Tickets icon in the bottom toolbar to open the
Tickets screen:
- On Android devices, the Tickets screen is the default view in the app. From any
other screen, tap the Back arrow to return to the Tickets screen.
The Tickets screen displays your current ticket view:
| iOS | Android |
|---|---|
 |
 |
On this screen, you can:
- See all tickets in the open view, organized by sort value
- See the avatar for each ticket's requester, and for the agent who left the most recent comment (if applicable)
- Open another view
- Sort the tickets in a view
- Access tickets
- Create a ticket
- Merge tickets
For information on using this screen, see Working with views.
For information on working with individual tickets, see Working with tickets.
The Search screen
To open the Search screen
-
iOS users can tap the Search icon in the bottom toolbar:
-
Android users can tap the Search icon in the upper-right corner:
The Search screen has a text box for performing new searches, and displays your recent searches.
On this screen, you can:
- Search tickets using keywords
- See your recent search terms, and view the results
- Clear the recent searches
| iOS | Android |
|---|---|
 |
 |
For information on using this screen, see Searching tickets.
The Notifications screen
To open the Notifications screen
-
iOS users can tap the Notifications icon in the bottom toolbar:
-
Android users can tap the Options menu in the upper-left corner, then select
Notifications:
>
The Notifications screen displays any recent ticket alerts you've received, and indicates how many new notifications are on the list:
| iOS | Android |
|---|---|
 |
 |
On this screen, you can:
- View all ticket notifications received in the last 30 days
- Tap notifications to view the associated ticket
- Mark notifications as read
You can determine what kind of ticket updates trigger a notification, and how often you receive those notifications. For information, see Using notifications in the Zendesk Support mobile app.
The Settings screen
To open the Settings screen
-
iOS users can tap the Settings icon in the bottom toolbar:
-
Android users can tap the Options menu in the upper-left corner, then select
Settings:
>
The Settings screen lets you configure the notifications you receive through the Notifications screen:
| iOS | Android |
|---|---|
 |
 |
On this screen, you can:
- Select your Talk availability. See Setting your Talk agent state for more information on these options.
- Open your Notification settings page. See Using notifications in the Zendesk Support mobile app for more information.
- Send feedback to the app development team. See Leaving feedback for more information.
- Log out of the app
Leaving feedback
We rely on customer input to refine and improve our products, so please let Zendesk developers know if there's some aspect of the app that you like, you hate, or that just doesn't work.
To leave feedback for app developers
-
iOS users: Tap the Settings icon (
), then tap Leave feedback to open the Feedback
screen.Android users: Open the left navigation menu, then tap the Feedback icon (
) to open the Feedback screen. - Use the radio buttons (iOS) or drop-down menu (Android) to indicate the type of feedback you're leaving - a bug, enhancement, or kudos.
- Tap Details (iOS) or Description (Android) to enter any relevant information.
- Tap the check mark (iOS) or paper airplane (Android) in the top-right corner to submit your feedback.
12 Comments
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!
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
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
Here you go! Mobile App Side Conversations
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
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?
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.
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!
Any chance we will see a Dark Mode for the iOS and Android app soon?
I'm still trying to get inline images without the extra click 5+ years later. Doubt the dark mode will come any soon.
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?
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.
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