Installing and configuring the Zendesk Support mobile app

What's my plan?

The Zendesk Support mobile app is available for download from both the App Store and Google Play Store for iOS and Android devices.

You can configure the app by activating the new agent experience, which makes it compatible with the Agent Workspace and supports conversational messaging. You can also change the app’s theme.

This article contains the following topics:

• Installing the mobile app
• Activating the new agent experience
• Changing the mobile app theme

Related articles:

• About the Zendesk Support mobile app
• Working with tickets in the Support mobile app

Installing the mobile app

Download the mobile app from your app store:

• iOS users: Download from the the App store
• Android users: Download from the Google Play store

Admin and agent access to the mobile app is turned on by default. You can check this setting by going to Admin Center, clicking Account in the sidebar, and then selecting Security > More settings.

Activating the new agent experience

Activate the new agent experience to work with tickets in a conversational layout and change the app theme. Using the new agent experience makes it easier for you to manage and respond to tickets, as well as customize the look of the app on your device.

If you use both the Support and Chat mobile apps, activating the new agent experience changes agents' status in the Chat mobile app to offline.

To activate the new agent experience

1. 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 that the 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.

2. Open the Zendesk Support mobile app and sign in, if needed.
3. iOS users, tap the settings icon () in the bottom toolbar.

   Android users, tap the options menu () in the upper-left corner, then select Settings ().

4. 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.

Changing the mobile app theme

After activating the new agent experience, you can change the mobile app theme. The default app theme is light but you can change it to your device’s default setting or to the dark theme.

To change the mobile app theme

1. Open the Zendesk Support mobile app and sign in, if needed.
2. iOS users, tap the settings icon () in the bottom toolbar.

   Android users, tap the options menu () in the upper-left corner, then select Settings ().

3. Tap Theme.

   

4. Select either Light, Dark, or System default.

   

   If you select system default, the app’s theme will match your device’s theme setting.

5. Tap the back arrow () in the upper-left corner.

   The theme updates to your selection.

   iOS	Android