In order to use the new Support Mobile app agent experience, you need to first join the Ticket Details early access program (EAP). For information about how to sign up, click here. You must have an Android device to use the new experience. However, we will be expanding the EAP to include iOS support in Q2 2022. You can still sign up and once the EAP supports iOS devices, we will notify you.

Once we add your account to the EAP, we will send a confirmation to the email address you provided on the registration form. Then, you will go into your settings and actually enable the experience.

For information about how to use the new experience once you’ve enabled it, click here.

By default, the experience is not enabled.

To enable the new experience

1. 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.

   This version of the app is required to support the new capabilities in this EAP. We also strongly recommend that you leave automatic updates for the Zendesk Support mobile app enabled.

2. Open the Zendesk Support mobile app. Sign in, if needed.
3. Tap the Options menu in the upper-left corner, and then select Settings.
4. Select New agent experience.

You can always disable the new experience later, if needed, by going back to Settings and disable this option.

Sending us feedback

If you decide to disable the new experience, we’d love to know why and how we can improve it. To send us feedback, please use the in-app feedback form (located on your Android device under Settings > Leave feedback) or email will@zendesk.com.