| Announced on | Rollout on |
| November 09, 2022 | November 09, 2022 |
Zendesk has now released an enhanced mobile app experience for the iOS app making it more conversational. This enhancement includes the ability to utilize Agent Workspace and messaging within the app along with all the existing capabilities. For Android users, this enhancement was released in August 2022 (see Announcing messaging in the Zendesk Support mobile app).
If you don't already have the Zendesk Support mobile app, you can download it here:
- For iOS users, download the app from the App Store.
- For Android users, download the app from the Google Play Store.
The new experience offers a streamlined user interface which makes it easy to view the ticket information and conversation. There are 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, Zendesk messaging is now supported within the app. All of your conversations from various messaging channels are available to view and manage from within the mobile app. To learn more about messaging, see the following articles:
The new experience is available in the latest version of the app in the App Store. The new experience is not activated by default. See Configuring the mobile app.
This announcement includes these sections:
About the update
Once activated, 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.
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For more information, see Working with conversational messaging.
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 in 2023 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 mobile 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.
7 Comments
Hi Will,
What version of the iOS app should we start seeing this in? I have 2.18.1 and no update in the app store but do not see the enable option
it is available in the latest version of the app in the App Store.
When looking at the App store, you can see, that the current version there is:
Version 2.18.1
The toggle to enable conversations is not present in 2.18.1 which is why I had asked if there was meant to be another release
For anyone following an update to the iOS app today to version 2.18.2 has made the toggle appear :)
This is definitely a lot better than old experience. Great job. My feedback is if something is defined in the agent signature on zendesk then the app either omits that, or makes it smaller/greyed out. If someone has quite a long agent signature, it ends up in the way on the phone.
Can the requesters organization be more prominent? Potentially at the very top of the title area where you have the ticket subject and requester? Our company relies on knowing the organization to make key decisions.
Also when choosing to do a private note vs public reply, where are there 2 clicks involved? Why not just one to change from public to private?
I have 2.18.2 downloaded but am not seeing any toggle for this.
Hello, I have issues, that live messaging chats get assigned to me. Is there also an option where I can also accept live messaging chats like in the web version? What I am doing wrong? I can only look at chats from other agents, but they do not get directly assigned to me in the IOS app. Thanks, in advance!
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