For a long time, we've been hearing that our customers want a better interface for viewing and updating their tickets on mobile. Customers also want to be able to be able to view and respond to Agent Workspace Messaging tickets on our mobile app.

We've collected this feedback and worked on improving the design of the Ticket Details view, making it easier for mobile users to navigate between the conversation/comments on a ticket and the ticket properties and are also working on supporting Agent Workspace Messaging tickets so that agents can see users messages and respond on social channels like WhatsApp and Facebook as well as Native Messaging channels.

The new design is built from the ground up and we want to get some early feedback from customers in this closed EAP. It will be made broadly available in 2022. 

Agent Experience and Messaging EAP Functionality

Our aim with this EAP is to provide you with all of the existing capabilities that are available in the current Ticket Details view with some minor exceptions (please see EAP limitations for more details).

The functionality you will have in the first EAP release includes: 

• View all messages/emails contained in a ticket
• Leaving a public or private reply to tickets. This includes attachments, images and @mentions as well as text. 
• Update ticket properties, including custom ticket fields and status
• Apply Macros
• Delete tickets
• Accessing the customer profile information.
• Ability to switch back to the old ticket interface via settings.

In a subsequent EAP release, we will introduce Messaging functionality to allow users to:

• View and take Agent Workspace Messaging tickets
• Send images, text and attachments in response to Messaging tickets
• View and change your agent status
• See when a user is typing in a conversation

EAP Limitations

The following is out of scope for this initial EAP:

• Dark mode (for iOS)

• Push notifications for messaging replies do not currently work. For more information, see Using notifications in the Zendesk Support mobile app.

• Users will not have the ability to update their agent status on mobile. This has no impact on what an agent can do with messaging tickets. 

How do I get started with the EAP?

First, sign up! We'll review all applications and if you are selected, we plan to activate the EAP on your account between March and May (approximate). 

Once you've been enrolled, when we release the EAP, we'll email you to let you know. You won't need to take any steps inside the mobile app to activate it, we will automatically turn it on for your account so that when it's available and you're logged into Zendesk on our mobile app and access a ticket, you'll automatically see the new interface. We will also let you toggle between the old and new interface inside the Settings section of the app. 

During the EAP, we will launch further EAP enhancements including Messaging capabilities, we will email you to let you know when these will be available and they will be automatically turned on in your account. 

We would love your feedback! 

This is an Early Access Program and we expect that there may be some bugs in the system and areas that we can improve. We'd appreciate any feedback and reproduction steps if you run into unexpected issues. 

If you have any thoughts, wishes, dreams, or any other Mobile App related feedback, please use the in-app feedback form (located in Settings > Leave feedback) or alternatively please leave it in this discussion topic dedicated to the EAP. We are looking forward to hearing from you!