Zendesk Support

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.

1) I do not like having to return to a work order when I apply the status of it, eg. New, Open, Pending, etc... This issue is not always the case, but if I were to guess, I would have to say, it usually is an issue, more so than not. 2) I do not like the “Tags” features input parameters, mainly hitting space to save the applied data, nor having to apply underscore key, backslash key within data’s context!! All in all I do like the program and it’s simplicity to document required information to use as tracking for our dept.

Prior to this update the Zendesk app was one of the better mobile apps when it comes to Ticket systems. With this update many of the functionality of the app that was convenient to the old app are now gone and I can barely use the app anymore. • New white color is awful. The tickets are now super visually noisy, they don’t make sense and it almost hurts my eyes to view tickets • Alongside the color, Tickets with multiple comments on them used to stack nicely one after the other while still minimized. You could pick and choose which part of the conversation to open up. This is INTEGRAL when you have so many back and forth in conversations and your client’s emails get resent within each ticket and the emails become insanely large. Now when you open the ticket comment conversation, the entire email conversation opens up and it’s terrible, my phone can barely load any conversations that aren’t simple. • The send button is insanely tiny, Ik this is a silly thing to mention but it’s just too small • The “properties” is so annoying to find in all the noise of the ticket (goes along with the terrible white) and why does it say “See all”? My zendesk requires me to put in fields in those properties, please redesign this or go back to what it was • The Internal note isn’t yellow. How was this missed? It doesn’t make sense, this will cause so many mistakes in the future I love Zendesk alot, but this new app update makes me so sad since I do love your product so much. Hopefully you guys can fix or change up the app in the next coming updates.