Zendesk

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Description

Customer service doesn’t stop when you leave your desk. That’s why we created the Zendesk mobile app for iOS. It gives agents, admins, and managers the power of Zendesk on the go. Whether you are in a meeting, working from home, or scaling the tall peaks of a mountain with no hands while you casually scroll through ticket comments on your iPad, the Zendesk mobile app will be there for you, so you can provide great service for your customers.

With Zendesk for iPhone and iPad you can:
• Access all your support ticket views
• View all support ticket events and notifications
• See a real-time list of activity on your tickets
• Search support tickets and knowledge base articles
• View and update comments, CCs, tags, and ticket fields
• Get push notifications on ticket updates
• Apply predefined responses, or macros, to tickets containing frequently asked questions
• Easily bookmark a ticket for future reference
• Upload and view attachments on tickets
• Take a photo and attach it to a ticket
• Use TextExpander touch snippet expansion

Features exclusive to Zendesk for iPad include:
• Key support metrics at a glance — from ticket activity and volume, to first response times and customer satisfaction
• Access to full ticket history from customer profiles
• Agent dashboard with critical tickets views
• Swipe gestures that expose key actions on a ticket

Zendesk is a beautifully simple customer engagement platform. It enables companies to provide great customer support, scale with self-service options, and differentiate with proactive engagement. This leads to customer relationships that are more meaningful, personal, and productive – all at a lower cost.

What's New

Version 3.3.2 (Oct 16, 2014)

This update contains bug fixes and improvements.

- fixed a crash when assigning a ticket
- fixed alignment of modals on iPad

Thank you for using Zendesk!

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Version 3.3.1 (Oct 03, 2014)

We have performed our usual maintenance and fixed a number of bugs and crash issues.

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Version 3.3 (Sep 08, 2014)

- You can now sign into the Zendesk app using your Google account.
- Date fields are now supported in ticket properties.
- We have performed our usual maintenance and fixed a number of bugs and crash issues.

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Version 3.2.2 (Jun 03, 2014)

What’s New?
- iPad App users can now edit ticket subjects.
- We’ve added a visual que to make it easier to stay within the 150 character limit when editing the subject of a ticket.

What’s Fixed?
- We’ve fixed a number of issues causing the app to crash.
- We’ve tidied up the design in some places.

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Version 3.2.1 (Apr 17, 2014)

- We fixed an issue with Customer Satisfaction Ratings which started affecting customers after our last release.
- We fixed some of the issues surrounding push notifications and badge counts.
- We fixed a number of issues causing the app to crash for some customers.

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Version 3.2 (Mar 13, 2014)

- The app has been updated with a brand new look for iOS 7 users.
- Swipe between tickets when in a view.
- You now have visibility of Customer Satisfaction Ratings when viewing tickets on iPhone.
- We’ve also used your feedback to identify and fix several bugs and stability issues.

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Version 3.1.2 (Jul 13, 2013)

What's new:
• Some highly requested features from our iPad app are now in the iPhone app. We've added support for problem incident linking, ticket deletion, and the ability to mark a ticket as spam.
• Searching for a ticket ID will now directly open the ticket if the ticket exists.

What's fixed:
• The last field can now be properly selected on a ticket with greater than 13 custom fields.
• Fixed various crash issues affecting some customers when solving a ticket or when returning to a view from a ticket.
• Fixed an issue with categorized macros not properly applying to tickets.
• If your account is set to not allow CCs on a ticket, agents can no longer change the requester on a ticket. This is now consistent with the web application.

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Version 3.1.1 (Jun 09, 2013)

What's new:
• Following the convention of the new Zendesk agent interface, comments are now always in reverse chronological order.
• As is supported in iPad, you can now search for and select an assignee and group in a single field on iPhone.

What's fixed:
• Fixed an issue that would cause the app to become unresponsive after submitting a ticket comment.
• Fixed an attachments issue that would would return an attachment length error and not submit the ticket properly.
• Copying a ticket URL now uses your host-mapped domain to compose the ticket link URL.
• Users can now properly add tags on new tickets.
• Facebook comments now display properly when viewing a ticket created from Facebook.
• Custom dropdown fields with nested fields now display properly when the second level of options contains one option.
• Timestamps now honor the date/time settings of your device.
• iPhone: The app now retains your username and domain upon logout.

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Version 3.1.0 (May 09, 2013)

Zendesk for iOS is now available in 14 languages—German, French, Japanese, Portuguese, English, English (UK), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean.

What's new in 3.0:
Zendesk for iPad now has a brand new interface and brings in more advanced features from the Web version that not only helps support agents get the job done but also lets managers be in the know about support performance:
• A new personal agent dashboard allows you to get started right away. Access your open tickets, your group's open tickets, and your recently rated tickets.
• Our customers on the Regular, Plus, and Enterprise plans have access to a new reporting dashboard with insights into ticket activity, first response time, and agent performance metrics.
• Do you manage more than one Zendesk account? We now support access to multiple accounts on your iPad.
• Swipe gestures in your ticket views allow you to easily take, reassign, bookmark, or mark tickets as spam.
• On each customer profile, you can now view a complete list of the customer's ticket activity and history.
• A majority of support agents use our iPad app as a way to get an overview of open tickets. The ticket screen has been optimized for viewing, but with full control and visibility of ticket properties in landscape mode.
• We've brought a number of highly requested features to the iPad. View satisfaction ratings, view linked incidents from problem tickets, delete tickets, and take advantage of the combined group and assignee menu inspired by our new Zendesk web interface.

If you use our iPhone app, we've addressed a confusing detail of our ticket comment interface. The upper right button on the comment screen now persists the comment and the upper left button cancels the comment.

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Version 3.0.1 (Apr 19, 2013)

What's new:
• Timestamps now honor the date/time settings of your device instead of using the Zendesk account setting.

What's fixed:
• Fixed an issue with the "Take it" quick action on iPad properly assigning the ticket to the acting agent
• Solving the last ticket in a view no longer causes a crash
• Fixed various issues with macro application
• Fixed issues with displaying nested custom fields in iPhone and iPad
• Fixed an issue with tickets that have many comments not displaying all comments
• TextExpander support has been restored to iPad
• Fixed an issue where the new ticket form cannot scroll if the account has no custom fields
• On iPhone, added a cancel button for search so agents can properly exit from search
• On iPhone, restored the next/previous buttons from within the ticket detail interface
• Agents on IP-restricted Zendesk accounts can again access their accounts via iPhone and iPad

Expand notes
Version 3.0 (Mar 26, 2013)

Zendesk for iPad now has a brand new interface and brings in more advanced features from the Web version that not only helps support agents get the job done but also lets managers be in the know about support performance:
• A new personal agent dashboard allows you to get started right away. Access your open tickets, your group's open tickets, and your recently rated tickets.
• Our customers on the Regular, Plus, and Enterprise plans have access to a new reporting dashboard with insights into ticket activity, first response time, and agent performance metrics.
• Do you manage more than one Zendesk account? We now support access to multiple accounts on your iPad.
• Swipe gestures in your ticket views allow you to easily take, reassign, bookmark, or mark tickets as spam.
• On each customer profile, you can now view a complete list of the customer's ticket activity and history.
• A majority of support agents use our iPad app as a way to get an overview of open tickets. The ticket screen has been optimized for viewing, but with full control and visibility of ticket properties in landscape mode.
• We've brought a number of highly requested features to the iPad. View satisfaction ratings, view linked incidents from problem tickets, delete tickets, and take advantage of the combined group and assignee menu inspired by our new Zendesk web interface.

If you use our iPhone app, we've addressed a confusing detail of our ticket comment interface. The upper right button on the comment screen now persists the comment and the upper left button cancels the comment.

Expand notes
Version 2.1.15 (Jan 14, 2013)

What's fixed:
- 'Last updated at' timestamp in pull to refresh is now correctly localized to the agent and account's time zone
- Fixed macro display for some accounts
- Fixed a crash with macros including checkbox fields
- Fixed inability to change group/assignee fields for some non-English agents
- Fixed ability to play voicemail message links in ticket comments
- Fixed various crashes when quickly scrolling through a long list of comments

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Version 2.1.14 (Nov 06, 2012)

What's new:
• Support for iPhone 5 screen size

What's fixed:
• Fixed reported crashes in iOS 6
• Commenting publicly on a Facebook Page Message ticket now automatically posts back to Facebook

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Version 2.1.12 (Sep 17, 2012)

• Support for a small but highly requested new feature that will be announced soon!
• Speed improvements

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Version 2.1.11 (Jun 04, 2012)

Fix a crash for agents who have non-English languages as their default language.

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Version 2.1.10 (May 25, 2012)

What's new:
• Improved security by defaulting to SSL requests and verifying certificates (credit to Erwin Geirnaert of Zion Security)
• Activities for deleted tickets are now removed from your activity stream.

What's fixed:
• When selecting a group, names are now alphabetically ordered.
• Fixed an issue with agents receiving push notifications even after logout.

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Version 2.1.9 (Mar 11, 2012)

What's fixed:
• Stability improvements
• Fix crash when tapping down arrow to view the next ticket

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Version 2.1.8 (Feb 29, 2012)

• Support for subjects in macros
• Timestamps now reflect your account settings for 12 or 24 hour clocks
• Comments on Facebook tickets now post back to the associated Wall Post correctly
• Stability improvements

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Version 2.1.7 (Feb 03, 2012)

What's fixed:
• Improved memory usage and performance when the app returns from standby
• Fixed incorrect grouping of tickets in table view when view is grouped by custom field
• Fixed various macro application crashes
• Fixed issue where macro application on iPhone was showing the wrong comment author
• Fixed issue with app not honoring the restriction of priority field to Normal or High in ticket field settings

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Version 2.1.6 (Oct 31, 2011)

What's fixed:
• Fixed background refresh issue on iPad with menu icons becoming frozen when waking the app from sleep
• Corrected issue with nested macros sometimes appearing in the top level menu
• Fixed crash when applying a macro which had no comments to a ticket with no comments
• Fixed issues on iPhone with first view in the view menu being initially hidden
• Fixed issue with incorrect timestamp in My Ticket Activity when device was set to 12 hour clock
• Fixed group by custom field issue in ticket views where grouping headers appeared multiple times for the same custom field value

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Version 2.1.5 (Sep 16, 2011)

What's fixed:
• Fix for "Unprocessable Entity" error on help desks with disabled ticket subject fields
• Fix an issue where some custom dropdown fields were crashing the app when updating a value.
• Requesters on a ticket shared with your help desk should not be editable; the app now clearly mark tickets that have been shared and disable requester editing for these tickets.

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Version 2.1.4 (Aug 03, 2011)

What's new:
• Selectable copy and paste in ticket comments! Press and hold on a comment to copy all or part of the comment
• Creating a new requester profile now uses the email keyboard and ignores spell checking
• Improved background updates for ticket counts in views
• Voicemail attachments in .wav format now play via the standard iOS media player
• Ability to cancel edits to a ticket comment
• Ticket field ordering now matches the order specified in Zendesk
• Agents can now copy a ticket's URL to their clipboard
• Easier to identify attachment icons; attachments less than 1 MB do not render a thumbnail for faster loading
• TextExpander integration now works in the Description field for a new ticket

What's fixed:
• Various UI layout enhancements
• Fixed a crash when editing tags on certain accounts
• Fixed screen rotation problems in some rare cases
• Fixed issue with ampersand characters in ticket subjects preventing ticket updates.
• Fixed issues with attachments not loading properly for help desks with private attachments
• Fixed cell highlighting on ticket screen to match native iOS behavior
• Fixed timeout problems for accounts with high numbers of agents
• Fixed an issue with custom fields named “Type” conflicting with the system Type field
• Fixed a minor UI issue with requester name autocomplete
• Fixed ability to use up/down arrows to scroll beyond first page of tickets in a view

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Version 2.1.3 (Jun 12, 2011)

What's new:
• On iPhone and iPad, upload progress indicator for attachments when a ticket is updated

What's fixed:
• Performance and memory handling improvements
• Fix for push notifications and badge clearing
• On iPhone, fixed a crash when changing a requester on a ticket and then canceling the ticket changes
• On iPhone, adding a new requester on a ticket will now immediately show the new requester's profile in the app
• On iPhone, applying a macro where the assignee is set to the currently logged in user now works.

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Version 2.1.1 (May 27, 2011)

What's fixed in iPhone:
• Fixed error when submitting a new comment for accounts with no custom fields
• Fixed crash when creating a new ticket of type Task and selecting the due date
• Fixed stability problems on devices running iOS 3.1.x
• Fixed issue with some devices not being able to register for push notifications
• Push notification badge now clears after viewing activities

What's fixed in iPad:
• Full comments now render in all events & notifications
• Fixed minor formatting issues in ticket comments
• Push notification badge now clears after viewing activities

Expand notes
Version 2.1 (May 24, 2011)

Support agents using Zendesk on their iPhone can now take advantage of all features found in the iPad app. The iPhone version of the app now has the following new features:
* View a real-time list of activity on tickets assigned to you and receive push notifications for these updates
* Update ticket requester, CCs and subject on a ticket
* Apply predefined responses, or macros, to tickets with frequently asked questions
* Easily bookmark a ticket for later reference, and sync these bookmarks with your iPad
* Take a photo and attach it to a ticket
* Search support tickets and knowledge base articles
* TextExpander Touch integration

Support agents using Zendesk on their iPads will also see these improvements including camera support for iPad 2.

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Version 2.0 (Feb 14, 2011)

Now, support agents can access Zendesk through their iPad. Zendesk for iPad is the first full-featured customer support app that brings all the capabilities of the Zendesk agent interface to the popular iPad touchscreen.

There are also new features exclusive to Zendesk for iPad. You can view a real-time list of the new or updated tickets assigned to you, through the "My Ticket Activity" list, or easily bookmark a ticket to respond to it later, or use it for future reference.

The Zendesk for iPad app also provides the following capabilities:
* Access all your customer support ticket views
* View and update comments, tags and ticket fields
* Apply predefined responses, or macros, to tickets with frequently asked questions
* Create new support tickets
* Search support tickets and knowledge base articles

Zendesk for iPhone users will also see noticeable speed improvements.

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Version 1.0.3 (Jan 06, 2011)

- Stability improvements
- Updated User-Agent header for tracking client usage

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Version 1.0.2 (Jul 16, 2010)

What's new:

+ Requester information
* The ticket properties tab now shows a ticket's requester name and requester date.

+ Twicket support.
* Tickets created in your Zendesk via Twitter are now visually indicated with a Twitter icon.
* As in the Zendesk web interface, respond to a twicket via public tweet or direct message.
* A twicket's monitored Twitter account is displayed along with the requester information. Tap the monitored Twitter account to show the monitored account's Twitter stream on mobile.twitter.com from within the app.

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Version 1.0.1 (Jul 05, 2010)

+ Zendesk for iPhone now works on iOS 4.
+ Comments now display in ascending or descending order according to your Zendesk account's settings.
+ When updating a ticket, the "Requester can see comment" checkbox default value now honors your Zendesk account's settings.
+ When responding to a ticket, your updates will now be preserved if an error is returned due to an empty required field or other errors.
+ Fixes reported crashes when creating or updating a ticket.

Expand notes
Version 1.0 (Apr 27, 2010)

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Versions

3.3.2Oct 16, 2014Current release
3.3.1Oct 03, 2014
3.3Sep 08, 2014
...
3.2.2Jun 03, 2014
3.2.1Apr 17, 2014
3.2Mar 13, 2014
3.1.2Jul 13, 2013
3.1.1Jun 09, 2013
3.1.0May 09, 2013
3.0.1Apr 19, 2013
3.0Mar 26, 2013
2.1.15Jan 14, 2013
2.1.14Nov 06, 2012
2.1.12Sep 17, 2012
2.1.11Jun 04, 2012
2.1.10May 25, 2012
2.1.9Mar 11, 2012
2.1.8Feb 29, 2012
2.1.7Feb 03, 2012
2.1.6Oct 31, 2011
2.1.5Sep 16, 2011
2.1.4Aug 03, 2011
2.1.3Jun 12, 2011
2.1.1May 27, 2011
2.1May 24, 2011
2.0Feb 14, 2011
1.0.3Jan 06, 2011
1.0.2Jul 16, 2010
1.0.1Jul 05, 2010
1.0Apr 27, 2010First tracked
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Average Ratings (United States)More Countries

Current Version - 4.1 - 15 ratings
(11)
(0)
(0)
(2)
(2)
Updated on Oct 31, 2014
All Versions - 3.0 - 1,068 ratings
(373)
(117)
(92)
(96)
(390)
Updated on Oct 31, 2014

About

Compatibility: Universal

Category: Business

Updated: Oct 30, 2014

Version: 3.3.2

Size: 18.3 MB

Language: Danish, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Simplified Chinese, Spanish, Traditional Chinese

Seller: Zendesk

Rated 4+:


Requirements: Requires iOS 6.0 or later. Compatible with iPhone, iPad, and iPod touch. This app is optimized for iPhone 5.

App ID:  368796007  [Copy]