Ability to open tickets in iOS app directly from email

Completed

18 Comments

  • Official comment
    Noel Tate
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    Hi Everyone, 

    Sorry for the delay updating on here.

    There is some good news on this front. We are looking at a feature that will allow this to happen (e.g. Zendesk will direct you to either the web app or mobile app based on the device you are using).

    We've still got some planning to do, so I don't have a date just yet, but I am hoping that this can be an early 2015 feature.

    I'll keep this post updated as we progress and that you all for your feedback.

  • Justin Graves
    Comment actions Permalink

    Thanks for the update Adam.

    For anyone interested, my quick and dirty work-around for CC emails is what you see below.  Since our end-users don't ever log in to zendesk to view their requests, the links are embedded in some words in the email for our agents to use when they are CC'd -- and most end users will never notice the links.

    The first word in the email ( You ) is the desktop link.  The name of the requester ( {{ticket.requester.name}} ) is the link to the ticket in the iOS app.

    Now I'll just let our reps know to use the requester name link when they are on their mobile devices and voila, problem solved. :)

    <A HREF="https://ensign.zendesk.com/agent/#/tickets/{{ticket.id}}" STYLE="text-decoration:none;color:black">You</a> were copied on this ticket, either by the requester, <A HREF="zendesk://ensign/tickets/{{ticket.id}}" STYLE="text-decoration:none;color:black">{{ticket.requester.name}}</a>, or by the Support person assigned to this issue.

    Please read the notes below and reply if applicable.

    {{ticket.comments_formatted}}

    1
  • Justin Graves
    Comment actions Permalink

    I totally agree.  This would be a massive improvement for me and the agents here.  I found some info on how to do this for the Zendesk staff since last time I called to ask about this they flat out told me it was "impossible".  But today I got a link from Citrix that opened their app and it made me think of this again.  Glad to see I'm not the only one who wants this.  I imagine there are others as well but this is a difficult thing to describe in a forum like this.  Anyway, here are the instructions.

    http://mobiledevelopertips.com/cocoa/launching-your-own-application-via-a-custom-url-scheme.html

     

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  • Kevin Hill
    Comment actions Permalink

    I've posted a similar feature request. It's definitely not impossible and at least already partially implemented. If you go to:

    zendesk://

    in Safari on an iOS device with the app installed, it will launch the app. Haven't been able to figure out if there is a way to go straight to a ticket with the URL combos that I have tried though.

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  • Laura Forné Elkow
    Comment actions Permalink

    I'd love this feature too. I've just set up clickatell (extension in zendesk) that sends an sms to our agent every time one of our VIP customers create a ticket outside our business hours. The sms includes the organization, name of requester and ticket id. It would be great if the id url would open up in the zendesk iOS app so we can easily see if it's an urgent request.

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  • Marty Thomasson
    Comment actions Permalink

    Would make a huge difference especially when juggling support tickets in the field.

    0
  • Adam Lobb
    Comment actions Permalink

    Hi Everyone,

    I have some awesome news for you - this link structure is now live for the latest versions of the iOS apps (both iPhone and iPad)!  

     

    The link structures which will work are the following:

    On iPhone: zendesk://{subdomain}/tickets/{ticketId}, e.g. 'zendesk://support/tickets/433942' zendesk://{subdomain}/users/{userId}

    On iPad: zendesk://{subdomain}/tickets/{ticketId}, e.g. 'zendesk://mxssl/tickets/1311312' zendesk://{subdomain}/views/{viewId} zendesk://{subdomain}/users/{userId} zendesk://{subdomain}/recent zendesk://{subdomain}/bookmarks

     

    Please let us know if you have any questions!

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  • Justin Graves
    Comment actions Permalink

    Works perfectly!!  Thank you so much for adding this feature.

    I hate to ask for more now that I have what I wanted but.... is there a way to create a link that will work on the desktop and iOS?

    0
  • Adam Lobb
    Comment actions Permalink

    Not just yet.  I was talking to our mobile product manager, and it seems like that's the next step, but I don't think anything has firmly been planned in this regard yet.  We'll be sure to keep everyone updated on any progress or updates in that regard, though!

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  • Paul Slugocki
    Comment actions Permalink

    Thanks for this,  it works perfectly.

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  • Bob Bobo
    Comment actions Permalink

    Will this be supported in the Android app as well?  Does not seem to work currently.  thx in advance...

    0
  • Ryan
    Comment actions Permalink

    Same as Bob, any idea if we will get this ability on Android too?

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  • Marcus Paul
    Comment actions Permalink

    I recently raised a ticket and was directed here. Any ideas when this will be implemented?

    0
  • Steven Yan
    Comment actions Permalink

    Hi Marcus, the ability to do this in iOS is already in production. Thanks Shaun for referencing the Android functionality -- this work is still in progress.

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  • Jeff Callahan
    Comment actions Permalink

    When I open a link from the email on my iPhone it opens in Safari and then gives me the option to open I the ZD app.  Is there a way to have iOS open directly in the ZD app? Am I missing a setting on my phone and/or in the ZD email template?

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  • Jeff Callahan
    Comment actions Permalink

    When I open a link from the email on my iPhone it opens in Safari and then gives me the option to open I the ZD app.  Is there a way to have iOS open directly in the ZD app?  My amazon app and others will open links from email directly in the native app.   Am I missing a setting on my phone and/or in the ZD email template?

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  • Zenny
    Comment actions Permalink

    Hi ALL,

    I am not able to tap on the link on my iPhone. Please see screenshot

    What to do?

    This would help us have the users be able to tap/click on the link from the tickets/service requests they create.

    0

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