Zendesk Support
August 28, 2024
More About Zendesk Support
Some of the key features you’ll find in the app:
Focus on today
Get a snapshot of your ticket Views to review volume, demand, and figure out what needs to be prioritized for your account.
Search to find context on your customer
Have better insights while on the move by viewing a customer’s profile to see tags, organizations, notes, requests, and more.
Continue a conversation or create new tickets
Add the right people to the conversation with @mentions, create new tickets and update assignees and CCs, plus add followers, tags, and any other field while on the move.
Get real-time notifications for critical updates
Real-time push notifications on critical customer updates, a list of activity on your tickets in the notification feed. Configure which notifications you receive by group and when you want them, by day and time.
Run your business from the field
If you work in the field, we’ll keep your business running while on the move - take a photo or upload and view attachments to tickets, get context with tags, notes, and important customer details in profiles.
Track your team’s performance
If you’re a manager, you can track current workload and how your team is doing from the palm of your hand!
We love feedback so if we can do something better, please tell us! Our mobile team read every support ticket. Send us feedback directly through the app in the settings tab.
Zendesk builds software for better customer relationships. Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets.
Learn more about Support and create a free account here: https://www.zendesk.com/support
Latest Version
2.48.0
August 28, 2024
Zendesk Inc
Finance
Android
806,474
Free
com.zendesk.android
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User Reviews
Andrew Z.
3 years ago
Navigation often breaks-- like being unable to post a reply until you go in & out of a ticket because the button is grayed out, and unable to apply canned macro responses because images are blocked in the reply field. Additionally opening new tickets always stacks on to the old ticket so you can be 10+ deep before you can back out to the main UI. Often it's easier just to force desktop mode on mobile web because mobile is also broken. They reply saying to join the beta, then never accept you.
Gloria Jean
1 year ago
I love so much about Zendesk. DESKTOP: I have a tall monitor and have a 2 inch window to reply to a ticket - I do not want to have to extend it. It should by DEFAULT be the right size. Besides that extending STILL gives pittance space. The padding between elements is TOO MUCH! Smoosh the elements padding down if you have to! Now on to the app. It is hard to do some simple things but since I mostly use the APP for notifications no biggie. But there lies the problem. They do NOT clear.
A Google user
6 years ago
Bulk edit update is laughably featureless. Features that bulk update needs to address: assignee, agent group, category, and almost any other field that I can bulk edit from the desktop app. We still need to be able to adjust notifications so we only get alerts on tickets assigned to ourselves and not the entire group. I don't need to know when someone responds to a ticket assigned to someone else.
Troy G
2 years ago
I like the new interface for the app but I'm having a lot of issues with SwiftKey keyboard and Google's voice to text. Sometimes I'm unable to delete items and is not spacing stuff correctly. I'm not having any issues with any other apps I am currently writing this review with voice to text as working fine.
A Google user
5 years ago
Zendesk is definitely a great tool. The mobile app does pretty good but sometimes it feels a little bit slaggish when trying to enter a comment, or make other adjustments to the ticket. Again, zendesk really rocks but needs to update and modernize it's mobile app in order to shine and deliver the great features the product has. Keep up the good work!!!
Simon Jackson
4 years ago
There are so many bits of poor UX in this app, despite it being around for years now. Plus just plain and simple poor coding. As an example, I get a notification about an updated ticket, but tapping the notification just opens the app and doesn't take me to the ticket in question. Even worse, on then manually navigating to the ticket referred to by the notification, it's not updated and an old cached copy is displayed, without the update it notified me about! I have to then force a refresh, and even then sometimes I don't get an updated ticket.
Zheny Carson
1 year ago
Albeit looking nicely, it doesn't keep my most used macros, cannot replace words in the box while selected. Will add more feedback.
foodiedealma
5 years ago
Missing tablet mode, if I want to use landscape mode I have to use the website which often does not work well on mobile (drop down menus appear and disappear without allowing to select an option). Pretty inconvenient when you are trying to type and the app forces you to use portrait mode so your text box is covered by the onscreen keyboard. Poor design choice.
Luke
1 year ago
Da best app im so happy yo find it and hear that its dat easy with my aims and fired directly hitting the target with an enjoyable experience being what it's for so convenient. "REVIEW" "my review"
M L
3 years ago
1) if i start responding to a msg in the app, and need to open a browser to gather info or copy a link, everything I've written disappears. total waste of time. I end up having to go to my laptop to re-compose a reply. Ironically, Zendesk asked for a review in aop. I started replying, dropped my phone, it went to another screen when I was picking it up, and my reply was lost.😖 Here I am now making sure you get this 2) can't respond in app to msgs sent by Facebook 🙄
Roman
3 years ago
Terrible update! Cannot switch between tickets without returning back to the list. To change the status of the ticket you have to switch between tabs. After the ticket is Solved or Pending one have to return again to the list to see the next ticket. It's now simply impossible to navigate. Did you guys ever tested the UX / UI?! You have "fixed" what wasn't broken and broke it instead!!! How do I revert to the old version? I really regret the auto update option was turned on...
They call me Zhenya
1 year ago
While the app is cool, it doesn't show notifications if the screen is turned off (Pixel 8 Pro) the app has full permissions in settings, the adaptive battery is disabled I tried everything I could find online to resolve this this is the only app that fails to deliver notifications on the device
The Water Machine
1 year ago
How come I can't change the font and are it easier to read? Also, when I reply to a text, I want a setting that automatically marks the status as solved.
Noah Harburger
3 years ago
Ever since a recent update the app is unusable. In order to login it creates a browser interface to go through the SSO/OneLogin/MFA process, but never actually logs you in on the app. You are left with a browser OneLogin screen with a link for Zendesk, which it tries launching in a browser popup.... It never redirects to the app. When you X out of the browser, the app is still waiting for you to sign in. It's useless.
Joe M
3 years ago
Just remember to finish your ticket responses before switching to another app, the ticket response isn't saved when you switch. (Which is odd because the web interface saves responses just fine.) This renders the Android app more appropriate for looking at tickets than responding to them. -2 stars for wasting my time. Otherwise the app is stable, attractive and functional. I have no other complaints. +1 star for each aspect.
A Google user
6 years ago
Continues to get better. Batch selection of tickets for deletion. The ability to merge tickets and the ability to specify which queues(if we have access to multiple) we want to receive notifications for would be nice. 4/4/19 - Another app refresh comes and goes still with no ability to merge tickets via the app... maddening... 9/10 - still no merge!
A Google user
6 years ago
Works well for on the go updating of tickets, but there are some things that could be improved and added. One improvement would be auto refreshing when opening. I would like to see an easy way to search for and link to articles from the help center at some point. The other feature request would be adding a way to merge tickets on the go.
A Google user
6 years ago
Edit: the app has become blindingly white. I'm downgrading to 1.7.1. 2. The UI is horrible - for every reply I first have to choose a resolution at the top of the ticket and then submit my answer at the bottom. 3. A new update made it worse: the reply form has enough height to show just three lines of text. Most of the vertical space is wasted. Again, the resolution and the reply form are spaced out and it takes an extra scrolling effort for every ticket to adjust a resolution and send a reply.
Kolby Herrin
2 years ago
The new agent experience is an improvement, but some glaring issues still exist. When you open multiple tickets through notifications, you can't get back to the ticket list, you instead keep going back through tickets that you've opened. I'm unable to select "Task" as a ticket type. "Question" is listed twice and one of the instances will disappear if you select one of the "Questions" for the type. I'm unable to select and copy parts of a ticket. Instead, I'm required to copy the entire ticket.
Personal Info
1 year ago
Instead of the spying on where I go, make it work worth a damn. I get bombarded with notifications for tickets not assigned to me, probably because they are in the main que. I wish I could filter those to responses to only to NEW tickets, No agent responses, unless Im cc'd. Your recent GUI changes are good but still a lot of improvement is needed. I fail to see the necessity for this app be able to see all my wifi SSID's. Stop being so nosey!...... dev response was pointless, useless, idotic.
