Zendesk Support

Zendesk Mobile

About this app

Support for Android is built for agents, team leads, and managers on-the-move. A fast and secure productivity tool that gives you visibility of 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 Android empowers you to 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 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

Ratings and reviews

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.

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.

Not great, but usable. Notifications only come through when the phone is unlocked. It could be a ticket from 15 minutes ago, but only comes through once I unlock the phone. Have been told it's because zendesk devs have not optimized for Google's FCM. Need notifications to come through as soon as a ticket is in, not an hour later when I unlock my phone.

What’s new

‧ Please share your feedback via the in-app feedback feature.
‧ We're excited to add side conversations support to the Android app.
‧ In the upcoming updates, we'll add the ability to reply and create side conversations in the app.
‧ You can now view side conversations associated with a ticket. A dedicated button will appear in the top bar when you open a ticket.