EAP docs: Messaging on the Support mobile app
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If you are participating in the “New Mobile Support and Messaging” EAP, you can now enable Messaging on the mobile app by sending an email to will@zendesk.com. With messaging enabled, agents can now use the Support mobile app on Android to reply to tickets through messaging channels. Messaging must be enabled and set up on your account first.
Messaging is not supported on the iOS app yet, but will be available by the end of Q3 2022.
This article includes these sections:
- Replying to an assigned messaging ticket
- Taking a messaging ticket
- Adding attachments to messaging replies
- Limitations
Related articles:
- EAP docs: Enabling the new Support mobile app agent experience
- About the Zendesk Support mobile app
- About Messaging
- Getting started with messaging for web and mobile
Replying to an assigned messaging ticket
If your account is set up for messaging, messaging tickets assigned to you include an option for Reply via Messaging. You can use the composer to reply to these conversations.
Taking a messaging ticket
To get notifications about new messaging tickets that have been created on your account, make sure that you enable notifications for All new tickets in the notification settings in the app.
When you open a messaging ticket that is not yet assigned to you, you can tap on the Take it button to assign this ticket to yourself.
Once assigned, you will be able to send messages, attachments and files to the user as well as see their replies (push notifications for replies are not available in this early EAP but will be available in Q3).
Adding attachments to messaging replies
Messaging channels on mobile supports attachments, just like on other channels (see Using attachments in ticket comments).
Limitations
Push notifications for messaging replies do not currently work. For example, agents will not receive push notifications on their mobile device when messaging replies are added to tickets where they are a requester, assignee, CC, or follower. Push notifications will be available in Q3. 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.
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Do you have any updates on when the app will be available for iOS users?
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Hey Nicola,
The new app experience should be rolling out over the next week or so and users will be able to turn on the new experience in the app settings. Check out our documentation here: About the Zendesk Support mobile app
Let us know if you have any other questions!
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Hi Nicola,
I wanted to follow up and let you know that this rollout is continuing to be rolled out gradually, if you still don't see the setting, please send me an email at will@zendesk.com along with your subdomain and I'll be happy to enable this for you sooner than the scheduled rollout.
Thanks,
Will
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