About the Zendesk Support mobile app

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<p class="p">The Zendesk Support mobile app is an app for agents and team leads to view and respond to
Zendesk tickets from your mobile device or tablet. It's designed to let you quickly work with
support tickets on your mobile device, including:</p>
<div class="p">
<ul class="ul" id="topic_wsn_vfq_tx__ul_qbn_jwr_wx">
<li class="li">Sorting, filtering, and searching tickets and ticket views</li>
<li class="li">Creating and updating tickets</li>
<li class="li">Receiving ticket notifications</li>
</ul>
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<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_wsn_vfq_tx__ul_hml_cwl_5x">
<li class="li"><a class="xref" href="#topic_s5r_txq_tx">Understanding the mobile app
interface</a></li>
<li class="li"><a class="xref" href="#topic_dlz_z3q_tx">Leaving feedback</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_wsn_vfq_tx__ul_xjw_14s_wx">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7301111970842" target="_blank">Installing and configuring the Zendesk Support mobile app</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825697434" target="_blank">Working with tickets in the Zendesk Support mobile app</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_s5r_txq_tx">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the mobile app interface</h2>
<div class="body">
<p class="p">After the app is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7301111970842" target="_blank">installed</a> on your mobile device, you can launch it
by tapping the Zendesk mobile icon on your home screen.</p>
<p class="p"><img class="image" id="topic_s5r_txq_tx__image_lzg_2j3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_icon_ios.png" width="35"></p>
<p class="p">The mobile app has four main navigation screens:</p>
<div class="p">
<ul class="ul" id="topic_s5r_txq_tx__ul_t5r_txq_tx">
<li class="li"><a class="xref" href="#topic_v5r_txq_tx">Tickets</a></li>
<li class="li"><a class="xref" href="#topic_bvr_txq_tx">Search</a></li>
<li class="li"><a class="xref" href="#topic_y5r_txq_tx">Notifications</a></li>
<li class="li"><a class="xref" href="#topic_evr_txq_tx">Settings</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_v5r_txq_tx">
<h3 class="title topictitle3" id="ariaid-title3">Tickets screen</h3>
<div class="body">
<p class="p">The Tickets screen displays your current ticket view. You can choose another ticket view
and access tickets.</p>
<p class="p"><strong class="ph b">To open the Tickets screen</strong></p>
<ul class="ul" id="topic_v5r_txq_tx__ul_nkf_fp3_pkb">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the <strong class="ph b">Tickets</strong> (<img class="image" id="topic_v5r_txq_tx__image_l4t_3p3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_tickets_icon_ios.png" width="30">) in the bottom toolbar.</li>
<li class="li">
<strong class="ph b">Android users</strong>: The Tickets screen is the default view in the app. From any
other screen, tap the back arrow (<img class="image" id="topic_v5r_txq_tx__image_khp_cd2_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_back_button.png" width="20">) to return to the Tickets screen.</li>
</ul>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_v5r_txq_tx__table_s3c_ygt_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e175" style="text-align:center;vertical-align:top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e179" style="text-align:center;vertical-align:top;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e175" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_v5r_txq_tx__image_gfy_yq3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e179" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_v5r_txq_tx__image_v21_1r3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_screen_android.png" width="200"></td>
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<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833959706" target="_blank">Working with views</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825697434" target="_blank">Working with tickets</a> for more information.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_bvr_txq_tx">
<h3 class="title topictitle3" id="ariaid-title4">Search screen</h3>
<div class="body">
<p class="p" dir="ltr">The Search screen has a text box for performing new searches. Use this screen
to search for tickets using keywords, see your recent search terms, and clear your recent
searches.</p>
<p class="p"><strong class="ph b">To open the Search screen</strong></p>
<div class="p">
<ul class="ul" id="topic_bvr_txq_tx__ul_uzp_xr3_pkb">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the Search icon (<img class="image" id="topic_bvr_txq_tx__image_dr4_bs3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_search_icon_ios.png" width="30">) in the bottom toolbar.</li>
<li class="li">
<strong class="ph b">Android users</strong>: Tap the Search icon (<img class="image" id="topic_bvr_txq_tx__image_vz4_2s3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_search_icon_android.png" width="20">) in the upper-right corner.</li>
</ul>
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<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_bvr_txq_tx__table_mjj_5lt_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e261" style="text-align:center;vertical-align:top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e265" style="text-align:center;vertical-align:top;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e261" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_bvr_txq_tx__image_j1z_ws3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_search_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e265" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_bvr_txq_tx__image_cdw_xs3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_search_screen_android.png" width="200"></td>
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<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820458522" target="_blank">Searching data in the mobile Support app</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_y5r_txq_tx">
<h3 class="title topictitle3" id="ariaid-title5">Notifications screen</h3>
<div class="body">
<p class="p">The Notifications screen displays any recent ticket alerts you've received, and indicates
how many new notifications are on the list. You can view ticket notifications received in
the last 30 days.</p>
<p class="p"><strong class="ph b">To open the Notifications screen</strong></p>
<div class="p">
<ul class="ul" id="topic_y5r_txq_tx__ul_frp_2t3_pkb">
<li class="li">
<strong class="ph b">iOS users</strong>:Tap the notifications icon (<img class="image" id="topic_y5r_txq_tx__image_l4x_c53_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notification_icon_ios.png" width="50">) in the bottom toolbar:</li>
<li class="li">
<strong class="ph b">Android users</strong>: Tap the options menu (<img class="image" id="topic_y5r_txq_tx__image_rjp_v53_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_options_icon_android.png" width="20">) in the upper-left corner, then select the
notifications icon (<img class="image" id="topic_y5r_txq_tx__image_nbs_q53_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notification_icon_android.png" width="20">).</li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_y5r_txq_tx__table_rfn_5jt_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e345" style="text-align:center;vertical-align:top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e349" style="text-align:center;vertical-align:top;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e345" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_y5r_txq_tx__image_h4c_cm4_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e349" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_y5r_txq_tx__image_hyz_cm4_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_screen_android.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
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<p class="p">You can determine what kind of ticket updates trigger a notification, and how often you
receive those notifications. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834093722" target="_blank">Using notifications in the Zendesk Support mobile app</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_evr_txq_tx">
<h3 class="title topictitle3" id="ariaid-title6">Settings screen</h3>
<div class="body">
<p class="p">You can configure your settings by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7301111970842#topic_lmz_hkb_1vb" target="_blank">activating the new agent experience</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829114138" target="_blank">setting your agent state for calls</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834093722" target="_blank">changing your notifications settings</a>, and <a class="xref" href="#topic_dlz_z3q_tx">leaving feedback</a> for Zendesk app
developers.</p>
<p class="p"><strong class="ph b">To open the Settings screen</strong></p>
<div class="p">
<ul class="ul" id="topic_evr_txq_tx__ul_slk_2w3_pkb">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the settings icon (<img class="image" id="topic_evr_txq_tx__image_okd_hw3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_icon_ios.png" width="30">) in the bottom toolbar.</li>
<li class="li">
<strong class="ph b">Android users</strong>: Tap the options menu (<img class="image" id="topic_evr_txq_tx__image_yqg_jw3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_options_icon_android.png" width="20">) in the upper-left corner, then select settings
<img class="image" id="topic_evr_txq_tx__image_zqg_jw3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_icon_android.png" width="20">).</li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_evr_txq_tx__table_wfw_tmt_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e446" style="text-align:center;vertical-align:top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e450" style="text-align:center;vertical-align:top;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e446" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_evr_txq_tx__image_znt_cx3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e450" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_evr_txq_tx__image_rlk_dx3_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_screen_android.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_dlz_z3q_tx">
<h2 class="title topictitle2" id="ariaid-title7">Leaving feedback</h2>
<div class="body">
<p class="p">Zendesk relies on your feedback to refine and improve our product. Leave feedback for
Zendesk developers if there's some aspect of the app that you like, you hate, or that just
doesn't work.</p>
<p class="p"><strong class="ph b">To leave feedback for app developers</strong></p>
<div class="p">
<ol class="ol" id="topic_dlz_z3q_tx__ol_okt_xpm_5x">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the settings icon (<img class="image" id="topic_dlz_z3q_tx__image_hs5_ypm_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_icon.png">), then tap <strong class="ph b">Leave feedback</strong> to open the Feedback
screen.<p class="p"><strong class="ph b">Android users</strong>: Open the left navigation menu, then tap the feedback
icon (<img class="image" id="topic_dlz_z3q_tx__image_mxs_b4t_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_feedbackicon.png">) to open the Feedback screen.</p>
</li>
<li class="li">Use the radio buttons (iOS) or drop-down menu (Android) to indicate the type of
feedback you're leaving - a <strong class="ph b">bug</strong>, <strong class="ph b">enhancement</strong>, or <strong class="ph b">kudos</strong>.</li>
<li class="li">Tap <strong class="ph b">Details</strong> (iOS) or <strong class="ph b">Description</strong> (Android) to enter any relevant
information.</li>
<li class="li">Tap the <strong class="ph b">check mark</strong> (iOS) or <strong class="ph b">paper airplane</strong> (Android) in the top-right
corner to submit your feedback.</li>
</ol>
</div>
</div>
</div>
</body>