Working with tickets in the Support mobile app

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12 Comments

  • Sean Morrissey

    Are there any plans to allow an agent to update an organization or merge tickets in the mobile app?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Sean - 

    The product team indicated that the ability to merge tickets in the mobile app is currently something you can do. Perhaps check to make sure you have the most current version of the app? 

    As far as updating organizations, there are not currently plans to develop that functionality. 

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  • Nallian Support

    Hi Nicole,

    Can you explain how to do this (merging tickets on a mobile app)? Or provide us a link where this is explained.

    I’m using the latest version on both my iPhone and my iPad, but I can’t find out how to do this.

     

    Thanks in advance !

     

    Best regards,

    Jeff Van Nijlen

    Nallian

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  • Nicole Saunders
    Zendesk Community Team

    Hi Jeff -

    We've definitely heard from users that it's not super intuitive. I've made sure the product team is aware, and they've got it in their backlog to make more visible.

    The merge tickets function only appears after you click “Edit” top left to bulk edit a view. Give that a go, and let us know if you're still having trouble.

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  • Nallian Support

    Hi Nicole,

    Thanks for the information. I wasn't even aware of that bulk edit view.

    Works fine!

     

    Thx,

    Jeff

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  • Nicole Saunders
    Zendesk Community Team

    Glad to hear it!

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  • sales

    Hi Nicole - my zendesk app in iOS no longer allows me to play the voice recorders - I have checked and double checked all settings and still it remains disabled.

     

    In the play bar it shows a 00:00 duration (but has 41 seconds shown below) and yet is playable just fine via web access.  Any ideas?

     

     

     

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  • Nicole Saunders
    Zendesk Community Team

    Apologies for the delayed response. This is a known issue for which a fix is currently in the works. We expect the patch to be rolled out in the next couple of days.

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  • sales

    I have opted to close my account with Zendesk but I do appreciate the feedback.

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  • jennifer tilney

    How can we easily access the knowledge base while working in this mobile app? 

     

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  • jennifer tilney

    How can I copy/paste customer's information *to search in another program? 

    Many names, streets, email addresses are spelled very complex and a copy/paste function would be mandatory I would think?? Yet I can NOT even SEE the customer's email address, let alone copy it to paste into our Shipstation program for example to track a package. There must be a fix for this by now? 

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  • Dave Dyson
    Zendesk Community Team

    Hi Jennifer,

    To access your knowledge base, we'd recommend using your mobile browser, as the Support mobile app is designed around working with tickets.

    You should be able to access your customer's email address and other data, however, if it's available: when you're in a ticket, if you tap directly on their name, it should pop up an information card, and if they have an email address associated with them, that should appear underneath their name. You can't copy it from there, but if you tap the "edit" link in the top right of the card and scroll down to the bottom, you should see any email addresses associated with their user record. Tap the ">" to the right of the email address, and that should allow you to copy (or edit) the email address. Other user fields should also be similarly available this way.

    Hope that helps!

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