Zendesk Support

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...

Notifications are delayed (Usually received about 10 minutes after the ticket was created). It seems that notifications aren't sent at night. I'll wake up and unlock my phone, and then receive notifications that could be hours old. Switching apps while editing a ticket loses all progress made on the ticket unless the ticket is submitted before switching apps.

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.

It's good for most basic tasks: getting notified when a ticket is assigned to you or updated, sending basic replies, or reassigning tickets to other people/groups. Difficult to work with custom forms and can't use Zendesk apps/extensions at all.

Experience is very different than the web version. Some options are missing. And I cant even use it on landscape mode.

My review got deleted for some reason? Reposting... Can't open any ticket attachments, just get a spinner and nothing happens. Generally the UI is clunky and difficult to use, similar to the web UI

Generally great, notifications are an issue The app runs great, however I do miss alot of tickets due to no notification coming through even though the settings are set to pop up notifications.

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.

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.

As someone who has worked in customer service my whole working life I know how important it is to you that your customers feel "the human experience" when dealing with automated systems. I am a customer of Rockstar Games who uses Zendesk Support for their ticket system. It offers the most, cold, inhuman, experience possible. That's my experience with "Zendesk Support".

I have only just installed this app, although I was sceptical after reading so many negative reviews. The layout is quite difficult, can't seem to work out how to view new and open messages only. I don't like having pending in the same section. The website is much better. But it does the job as much as just needing to access zendesk when you're away from the desk. I have high hopes for future improvements as the zendesk people generally seem to know what works.

The user interface is not very intuitive. I still was unable to find how to close an issue as resolved. Actually i hate apps in general for the lack of funcionality in comparising with a decent web interface.

App crashes upon opening after notification and trying to reply to a ticket. When I reported this their support sent a long list of troubleshooting instructions and then auto-"solved" the ticket when I didn't reply right away due to being on business travel.

I find this app very useful almost every day to keep on top of tickets. My lack of a star though is because there are still features missing that I would like to have, which can only be done on desktop: 1. Viewing/modifying requester profiles. 2. Inline images. 3. Text formatting. Other than that, I never run into any bugs and the app is well designed and easy to use for sending quick responses, assigning tickets, etc. Very pleased! :)

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.

There's A bug as it always says there are 99 notifications even though there are none.

Quite disappointed with app. We are using multiple social media channels to receive customer messages. The app does not identify from which social media channel and on which post the customer comment is coming from. We tried to use Zendesk web version on mobile but to our utter disappointment Zendesk web version does not have responsive design hence it becomes very hard to use web version on Zendesk on mobile.

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.

It's slowly getting better. However macros still not working.

Great application! Useful and easy to use. Thanks

Out of hours option required so user can set the hours and don't receive any alerts after working hours

Worst experience as an agent. Its like they took everything bad from other cs apps and put them together. This is my number one issue. Other stuff I can deal but its not ideal. No notification in the web app. Please. I have to use extensions just because i do not want to keep refreshing my screen like crazy. The mobile app. Only a choice of all or none for notifications. I want to se new tickets that come in but not be bothered with every reply in the entire inbox of multiple agents. Other issues: Your ratings system needs an overhaul, the fact that I cant even view a productivity report for myself if not an admin, the whole New, Open, Pending, Solved system. Everything needs a redesign in my opinion. I realise that this is not all concerning the mobile app but you asked what bothered me.

Really useful app to manage the tickets. Also if round robin option can be added on app, it would be great

Actually shocked how basic this app is, no phone function for the Zendesk VOIP service we pay for... On a phone...

Broken after latest update. Ticket screen just shows up blank after Sept 4th Update. I can only get to tickets by selecting notifications, but if I go to any other view, no tickets are shown. Downgrading Review to One Star. I've had a ticket open on this for 7+ Months and it's still unresolved. Supposedly the engineering team is "looking into it."

It would be great if time addition can be added when solving the ticket in mobile app version.

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!!!