Screenshots

Description

Zendesk Support for iOS is built for agents, team leads, and managers on the move. It's a fast and secure productivity tool that gives you visibility to your account in real time. Get ahead of the day and keep things running by bringing the right people, conversations, and information together. Support for iOS is available for iPhone and iPad, so you can access Zendesk whether you’re at your office or on the go!

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 assignee, CC, plus add Followers, tags, and any other fields 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, and get context with tags, notes, and important customer details in profiles.

// Track team performance
If you’re a manager, you can track current workload and see 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

What’s New

Version 2.15.2

This release includes the ability to add a user with a phone number, view and edit custom user fields in the profile view, and some minor bug fixes and improvements.

Ratings and Reviews

4.5 out of 5
3K Ratings

3K Ratings

Bluebel25 ,

Beautiful, simple, straightforward

You won't get any of the fancy reporting or play mode functionality in this app, but it works wonderfully well and intuitively to do the kinds of things that an agent might need to do on the move—and actually, the app is better off for its clean interface. If my boss texts over lunch break about a customer request, I can easily search and share their ticket, or send off a quick reply. Brilliant!

Developer Response ,

Thanks Maznoor - we're happy you're enjoying the app. Please keep the feedback coming!

gnostic student ,

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!

b-m-o-5-5 ,

Inconsistent with Web Macros

I've noticed a change in behavior when applying macros to a ticket that is inconsistent with the way macros are applied in the web portal.

On iOS, macro settings for applying a specific assignee or group do not actually take affect if applied from the app. Testing these macros in the web portal works as expected, applying the correct group and assignee. Tags are applied correctly, but the ticket is never actually transferred to the correct team/user.

This behavior began a few days ago, so it doesn't appear to be related to the most recent update unless I did indeed go that long without updating the app. I will continue testing and edit with a resolution if found.

App Privacy

The developer, Zendesk, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Not Linked to You

The following data may be collected but it is not linked to your identity:

  • Location
  • Identifiers
  • Usage Data
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Supports

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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