Zendesk Support 4+

Two things I do not like

1) I do not like having to return to a work order when I apply the status of it, eg. New, Open, Pending, etc... This issue is not always the case, but if I were to guess, I would have to say, it usually is an issue, more so than not.

2) I do not like the “Tags” features input parameters, mainly hitting space to save the applied data, nor having to apply underscore key, backslash key within data’s context!!

All in all I do like the program and it’s simplicity to document required information to use as tracking for our dept.

Difficult to understand the UI but it’s ok once you get familiar with it

It took me a month or so to understand how to use this app but after I understand it, I see that it gets the job done.

For example: when you change any properties of a task, the changes are not written to the database immediately. Instead they are queued locally in the app. The changes only update back to the Zendesk server when you press an icon in the upper right corner that looks like a paper airplane. Since other apps use that icon to mean “send message” I thought that when I press that button it would send the message I type in the text box below. Well, actually it does exactly that if you typed something in the text box but if you didn’t type anything then it means “push property updates to server” instead of “send message”. It would be easier to understand if the properties for each task simply updated in Zendesk immediately when you edit them in the app. Alternatively, if you want to have the user confirm before updating properties, you could put “save” and “cancel” buttons at the top of the UIView that has the properties editing options. That would make the app much easier for new users to understand.

Developer Response ,

Thank you for your feedback. We'll take your feedback onboard to make improvements in our upcoming releases. Thanks for taking the time to let us know how we can improve!

Was functional. Now is annoying.

It’s a simple app. Gets the job done on the go. Not as polished as the website but not horrible to use. Ever since the new iOS update I’ve noticed notifications are an issue.

So I’ll get a new ticket or two and I’ll handle them on the computer. My app still shows notifications so I go into the app to clear the notifications, but there’s nothing to clear. AND the notification badge will not go away. This continues until I get a new ticket (and new notification) and I remember to go mark it as read via the double check mark on notifications BEFORE I go handle it on my phone or computer. This will get rid of the badge icon problem.

I’ve reported the issue to their team months ago. It’s still not fixed. It’s kind of like they are just letting their apps barely stay a float.

Developer Response ,

Thank you for your feedback and sorry for the inconvenience caused. Our team will look into this issue.