How and when do you use the Support Mobile App?

4 Commentaires

  • Phil I

    Hi Will — that's our client:

    • he uses it (or would love to use it) while in the store/warehouse and not at desktop, on the go, after hours and on weekend
    • he would love being able to use the support app to reply to tickets and chats (open/missed and offline!!!) on mobile. As of right now, he needs to use both the Support and the Chat App. But there are cases (such as Offline Chat Tickets) that he cannot answer on neither of them!!
    • assigning tickets and closing them would be great – so would be the Quick Replies function from the Chat app (have it available in the Support App as well), to save time

    We would need ONE mobile app that can actually handle ALL type of tickets as on the Desktop (see source). Without the need of switching apps (Support App <> Chat App), without the ERROR that Offline Chat Tickets cannot be answered to on Mobile.

    We currently only have one agent, but would expand — if the app would really work. But I've read, that with several agents, two separate agents can accidentally reply to the same ticket (sync delay). 

    Macros + Quick Replies would be helpful, plus options to link to a Knowledge Article (Guide).

    Happy to give more feedback, if needed. 

     

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  • Will Poon
    Zendesk Product Manager

    Hi Phil, 

    Thanks for taking the time to post in our community. 

    In relation to the Chat and Support apps, if your client is using Chat and Support, then they will have to use the two different apps, the Support one for dealing with emails and the Chat one to answer live chats. 

    One way to use only the Support app would be to transition your customer off Chat onto Messaging which the Support app handles. 

    I'd be happy to set up some time with you to discuss further if you'd wish.

    Thanks,

    Will 

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  • Phil I

    Thanks Will, that's appreciated. 

    Alright, I see — he's probably gonna use both app for the time being, but I'd be interested in learning more about the "transition off Chat onto Messaging". 

    Also, we're encountering the issue that "Offline Chat Tickets" cannot be replied to at all on mobile?

    Sure — whatever works best for you! 

    Thanks again! Phil

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  • Will Poon
    Zendesk Product Manager

    Sure Phil, 

    I'll create a ticket now so that we can discuss your specific client further.

    Thanks,

    Will

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