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Responding to chat (WhatsApp) tickets via mobile app



Posted Jun 25, 2021

When the workspace is enabled, Chat tickets cannot be updated using the Support mobile app. It would be very very helpful if we could reply to those tickets (e.g. via WhatsApp channel) via mobile app.


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6 comments

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Will Poon

Zendesk Product Manager

Hi folks,

Will from the Mobile Apps product team here. 

We're happy to inform you that we are working on adding support for Messaging and Social Messaging channels in the Support Mobile app. 

It will be going into EAP in May 2022 on Android and in June for iOS. 

If you'd like to sign up to the EAP or learn more, please see this community section. 

Thanks,

Will 

 

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Strongly concur. We are encouraging people to whatsapp us which tends to carry with it an expectation of quicker response. My on-the-move team of agents can't always pull out a laptop to respond.

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Stephanie Langlois

Zendesk Product Manager

Hey Kevin and Aya, 

We definitely hear you both and we agree that we would love to see all social channels supported in the Support mobile app when Agent Workspace is enabled. I have passed your feedback along to my colleagues. If you would like to share additional details about why this is important and helpful for you both, I would be happy to add those details to my note.

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As I raised three weeks with the support team, is there any update, and no update till now?

 

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Brett Bowser

Zendesk Community Manager

Hey Rasha,
 
It looks like you have a ticket open with our Customer Care team which has now been escalated. Someone will follow up with you shortly to get your questions answered.
 
Thanks for taking the time to share this with us!

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Unfortunately no response till date

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