Announcing messaging in the Zendesk Support mobile app

Announced on	Rollout on
August 1, 2022	August 31, 2022

Later this month, Zendesk will be releasing an enhanced Android conversational mobile support app experience that includes Agent Workspace and messaging support. 

The new experience offers a streamlined user interface which makes it easy to view the ticket information and the conversation. We have two tabs: One which shows the replies, emails, or messages in a conversational layout; and a second tab which allows you to access ticket properties such as tags, assignees, and custom fields. 

With this release, we will also support  Zendesk messaging within the app. All your conversations from various messaging channels will be available to view and manage from the mobile app. To learn more about messaging, please visit these links:

• About Zendesk Messaging
• Zendesk Messaging on mobile

The new experience is available in the latest version of the app in the Google Playstore. By default, the experience is not enabled. See Configuring the mobile app.

Note: For iOS users, we will be releasing our new experience along with messaging in October 2022.

This announcement includes these sections:

• About the update
• Limitations
• Give us feedback

About the update

Once enabled, you can access the new ticket details view by going to your ticket list and tapping on any ticket within the list. The ticket information is split into two tabs:

• Conversation, which displays the conversation from the selected ticket. You can reply to the ticket from this view and select the channel you want the conversation to continue on, such as email, social, web, etc.
• Details, which lets you view and update ticket and end-user information, such as tags, assignee, and requestor information.

For more information, see Working with conversational messages.

Limitations

This version of the app does not support the ability for users  to view or update their agent status. This limitation does not impact the ability to view or reply to conversations or manage tickets. Users will continue to get push notifications for any updates made on tickets that they are working on and are assigned to, based on their preferences in Settings. 

Zendesk will be releasing a new Unified Agent Status later in 2022 which the mobile apps will support.

Give us feedback

If you have feedback on this release, you can leave a comment on this announcement, or post in the EAP community forum. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the largest number of questions or comments in a place that everyone can see and benefit from. 

Additionally, you can use the in-app feedback form (located in Settings > Leave feedback) to submit your feedback directly to our team.