About the legacy Support mobile app

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<div class="body">
<p class="p">You can access your tickets in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846407066" rel="noopener" target="_blank">Zendesk Support mobile app</a>. Which tickets you see, and how you interact with them, is determined by the permissions applied to your account.</p>
<p class="p">This article describes the settings you'll see if you haven't updated to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7301111970842#topic_lmz_hkb_1vb" rel="noopener" target="_blank">new agent experience</a>.</p>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_kqw_dzm_k3b__ul_zhb_5p3_vw">
<li class="li"><a class="xref" href="#topic_stm_d1n_k3b">About the Ticket List screen</a></li>
<li class="li"><a class="xref" href="#topic_w1j_x3f_s5b">Working with tickets</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_kqw_dzm_k3b__ul_rbp_r1n_k3b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833959706" rel="noopener" target="_blank">Working with views in the Support mobile app</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820458522" rel="noopener" target="_blank">Searching data in the Support mobile app</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_stm_d1n_k3b">
<h2 class="title topictitle2" id="ariaid-title2">About the ticket list screen</h2>
<div class="body">
<p class="p">The tickets screen is open by default on both iOS and Android devices, with the most recent view used displayed:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_stm_d1n_k3b__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="d51e104" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e108" 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="d51e104" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_ehx_r1n_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ios_ticket_screen.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e108" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_uyg_t1n_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_screen.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"><strong class="ph b">To access the tickets screen from another screen</strong></p>
<div class="p">
<ul class="ul" id="topic_stm_d1n_k3b__ul_skq_yj3_vw">
<li class="li">
<strong class="ph b">iOS users</strong>: In the bottom toolbar, tap the <strong class="ph b">Tickets</strong> icon (<img class="image" id="topic_stm_d1n_k3b__image_kh2_5wn_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_tickets_icon.png">).
<p class="p"><strong class="ph b">Android users</strong>: Tap the <strong class="ph b">back arrow</strong> (<img class="image" id="topic_stm_d1n_k3b__image_wvl_g1n_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_back_icon.png" width="20">) until the Ticket screen appears.</p>
</li>
</ul>
</div>
<p class="p">On the screens in the examples above, you can see:</p>
<div class="p">
<ul class="ul" id="topic_stm_d1n_k3b__ul_isv_vj3_vw">
<li class="li">The name of the displayed view. iOS users also see the number of tickets in the view:
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_stm_d1n_k3b__table_pxs_wsv_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="d51e182" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e186" 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="d51e182" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_sdy_mbn_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ios_ticket_header.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e186" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_x5l_mbn_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_header.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">The sorting applied to the view:
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_stm_d1n_k3b__table_clg_xsv_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="d51e223" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e227" 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="d51e223" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_jnq_pcn_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ios_ticket_sort.png" width="200"></td>
<td class="entry cellrowborder" headers="d51e227" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_qm5_qcn_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_sort.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Basic information about each ticket, including the avatar for the ticket requester, the ticket subject, and the submission date:
<p class="p"><img class="image img-screenshot" id="topic_stm_d1n_k3b__image_plc_jm3_vw" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/scarlett_tickets_info.png"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lvb_s3f_s5b">
<h2 class="title topictitle2" id="ariaid-title3">Working with tickets</h2>
<div class="body">
<p class="p">This section describes the legacy ticket view, which is available for iOS users and Android users who haven't <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7301111970842#topic_lmz_hkb_1vb" rel="noopener" target="_blank">activated the new agent experience</a>.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_n3y_my1_vw">
<h3 class="title topictitle3" id="ariaid-title4">Viewing tickets</h3>
<div class="body">
<p class="p">You can open tickets to view and update them.</p>
<p class="p">If rich text or markdown formatting is enabled for your account, that formatting (including inline images, and active phone numbers and links) is applied in the displayed ticket.</p>
<p class="p"><strong class="ph b">To view a ticket</strong></p>
<ol class="ol" id="topic_n3y_my1_vw__ol_ntj_ts3_vw">
<li class="li">On the Tickets screen, tap the ticket you want to display. The ticket opens:
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_n3y_my1_vw__table_qyh_vvv_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="d51e305" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e309" 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="d51e305" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_n3y_my1_vw__image_dlx_js3_vw" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/scarlett_ticket_view.png"></td>
<td class="entry cellrowborder" headers="d51e309" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_n3y_my1_vw__image_syh_vvv_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_view.png"></td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li" dir="ltr">The ticket is separated into three different sections: The top section, the Conversation tab, and the Properties tab.
<ul class="ul">
<li class="li" dir="ltr">The top section shows the requester information and the ticket subject.</li>
<li class="li">The <strong class="ph b">Conversation tab</strong> shows the latest messages/emails/internal notes from the conversation in the ticket.</li>
<li class="li" dir="ltr">The <strong class="ph b">Properties tab</strong> shows all of the ticket property information.</li>
</ul>
</li>
</ol>
<p class="p"><strong class="ph b">To return to the list of tickets in the view</strong></p>
<ul class="ul">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the back icon in the upper-left of the screen (<img class="image" id="topic_n3y_my1_vw__image_zhz_p24_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_close_ticket.png">).</li>
<li class="li">
<p class="p"><strong class="ph b">Android users</strong>: Tap the back arrow in the upper-left of the screen (<img class="image" id="topic_n3y_my1_vw__image_aqv_cmj_yx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_back_arrow.png">).</p>
<div class="note note">
<span class="notetitle">Note:</span> : The submit (<img class="image" id="topic_n3y_my1_vw__image_dwg_jrd_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_submit_airplane.png">) icon inn the upper-right of the screen indicates the number of changes you've made to the ticket. Make sure you tap it to submit the changes before leaving the ticket. This indicator persists across both tabs.</div>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_o2m_n42_5w">
<h3 class="title topictitle3" id="ariaid-title5">Viewing and updating ticket properties</h3>
<div class="body">
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_o2m_n42_5w__table_ajh_wvv_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="d51e395" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e399" 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="d51e395" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_o2m_n42_5w__image_b2l_pt3_vw" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/scarlett_ticket_properties_collapsed.png"></td>
<td class="entry cellrowborder" headers="d51e399" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_o2m_n42_5w__image_cjh_wvv_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_properties_collapsed.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">Due to space constraints, only the most frequently used ticket properties are shown. However, you can open the full list of ticket properties if needed.</p>
<div class="note note">
<span class="notetitle">Note:</span> Only customers on Support Professional and Enterprise plans can use service level agreements in their tickets. For information on using SLAs on your mobile device, see <a class="xref" href="#topic_eq1_jht_nz">Viewing service level agreements</a>.</div>
<p class="p"><strong class="ph b">To update ticket properties</strong></p>
<div class="p">
<ol class="ol" id="topic_o2m_n42_5w__ol_z5t_zt3_vw">
<li class="li">Open the ticket and tap the <strong class="ph b">Details</strong> tab.
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_o2m_n42_5w__table_oy1_cwv_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="d51e457" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e461" 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="d51e457" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_o2m_n42_5w__image_b3d_qwv_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_properties.png"></td>
<td class="entry cellrowborder" headers="d51e461" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_o2m_n42_5w__image_l1n_kwv_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_properties.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Tap the property you want to update.</li>
<li class="li">Tap the new value for the property. The property is updated, and you're returned to the previous screen.</li>
<li class="li">When you're done making your updates, tap the <strong class="ph b">Submit changes</strong> icon in the bottom-right of the screen.
<p class="p">The submit changes icon is persisted across both the Conversations tab and the Details tab. Tapping on this icon from either tab will submit all changes made inside the ticket from both the Conversations tab and the Details tab.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_utw_n42_5w">
<h3 class="title topictitle3" id="ariaid-title6">Applying macros</h3>
<div class="body">
<p class="p">You can apply any of your macros to tickets on the mobile app.</p>
<p class="p"><strong class="ph b">To apply a macro to a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_utw_n42_5w__ol_twc_5jj_vw">
<li class="li">Open the ticket and make any changes needed.</li>
<li class="li">Tap the Macro button beside the composer.
<p class="p">The Macros screen opens:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_utw_n42_5w__table_g3k_bgy_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="d51e539" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e543" 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="d51e539" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_utw_n42_5w__image_zlw_lkj_vw" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/scarlett_macros_screen.png"></td>
<td class="entry cellrowborder" headers="d51e543" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_utw_n42_5w__image_h1b_4n4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_macros.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Select the macro you want to apply to the ticket, using one of the following methods:
<div class="p">
<ul class="ul" id="topic_utw_n42_5w__ul_gts_5kj_vw">
<li class="li">Tap the macro in the displayed list.</li>
<li class="li">Scroll through the list to locate the macro, then tap to select it.</li>
<li class="li">Tap the Search box, or Search icon, and enter keywords to locate the macro.</li>
</ul>
</div>
</li>
<li class="li">Tap the macro you wish to apply. These changes will be reflected in the ticket once you return.</li>
<li class="li">Make any other changes necessary, then tap the <strong class="ph b">Submit changes</strong> icon again to post the updates.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ccr_cg4_5x">
<h3 class="title topictitle3" id="ariaid-title7">Creating tickets</h3>
<div class="body">
<p class="p">If you have permission to create tickets, you'll see the Create ticket icon on your screen.</p>
<p class="p"><strong class="ph b">iOS users</strong>: <img class="image" id="topic_ccr_cg4_5x__image_zn2_b5h_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_create_ticket_icon.png" width="22"></p>
<p class="p"><strong class="ph b">Android users</strong>: <img class="image" id="topic_ccr_cg4_5x__image_d4d_kqy_wx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_FAB_create_ticket.png"></p>
<p class="p"><strong class="ph b">To create a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_ccr_cg4_5x__ol_crn_hh4_5x">
<li class="li">Tap the <strong class="ph b">Create ticket</strong> icon to open the New ticket screen.</li>
<li class="li">If you have multiple brands, select a brand in the multi-brand selector and then tap the <strong class="ph b">check mark</strong> (iOS) or <strong class="ph b">OK</strong> (Android).
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ccr_cg4_5x__table_cyc_cly_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="d51e653" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e657" 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="d51e653" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_ccr_cg4_5x__image_fmm_3p4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_multibrand.png"></td>
<td class="entry cellrowborder" headers="d51e657" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_ccr_cg4_5x__image_gv2_jp4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_multibrand.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Tap <strong class="ph b">Subject</strong> and enter a title for the ticket, then tap <strong class="ph b">Done</strong>.</li>
<li class="li">Tap <strong class="ph b">Enter a description</strong> and add a short explanation of the problem.</li>
<li class="li">Tap <strong class="ph b">Done</strong>.
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You cannot submit the ticket unless the <strong class="ph b">Subject</strong> and <strong class="ph b">Description</strong> fields are filled out.</div>
</div>
</li>
<li class="li">Tap <strong class="ph b">No requester </strong>and select a user from the list to designate as the ticket requester. If you don't choose another user, you will be set as the requester. You can add a new user by entering an email address and tapping <strong class="ph b">Enter</strong>.</li>
<li class="li">Tap the remaining property fields to enter information as needed. Add an <a class="xref" href="#topic_irr_whg_xx">attachment</a> if necessary.</li>
<li class="li">Tap the <strong class="ph b">Submit ticket</strong> icon to save and submit the ticket.
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ccr_cg4_5x__table_gmz_j5h_xx" 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="d51e746" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e750" 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="d51e746" style="text-align: center; vertical-align: top;"><img class="image" id="topic_ccr_cg4_5x__image_zfz_l5h_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_submit_ticket.png"></td>
<td class="entry cellrowborder" headers="d51e750" style="text-align: center; vertical-align: top;"><img class="image" id="topic_ccr_cg4_5x__image_ldm_lq4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_FAB_submit_reply.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_irr_whg_xx">
<h3 class="title topictitle3" id="ariaid-title8">Using attachments in tickets</h3>
<div class="body">
<p class="p">You can view and download attachments, or add attachments to new tickets and comments.</p>
<p class="p">If a ticket has one or more attachments in it, they're displayed below the comment. You can open an attachment by tapping it.</p>
<div class="note note">
<span class="notetitle">Note:</span> If an attachment is flagged as malware, agents are prevented from downloading the file unless an admin overrides the malware identification. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4483794022170" rel="noopener" target="_blank">Managing malicious attachments</a>.</div>
<p class="p"><strong class="ph b">iOS users</strong>: The attachment opens in a new window.</p>
<p class="p"><strong class="ph b">Android users</strong>: If you do not have a default viewer set, you'll be asked to choose a method to open it.</p>
<p class="p">Both Android and iOS allow you to attach images from the camera and gallery to a ticket. Additionally, Android users can attach other file types.</p>
<p class="p"><strong class="ph b">To add an attachment to a new ticket or comment</strong></p>
<div class="p">
<ol class="ol" id="topic_irr_whg_xx__ol_rdb_2vh_xx">
<li class="li">Tap in the reply box to display the attachment options.
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_irr_whg_xx__table_f3n_pyh_xx" 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="d51e833" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e837" 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="d51e833" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_irr_whg_xx__image_xvy_vq4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_attachment_options.png"></td>
<td class="entry cellrowborder" headers="d51e837" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_irr_whg_xx__image_wyv_wq4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_attachment_options.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
<li class="li">Tap the type of attachment you want to include.
<ul class="ul" id="topic_irr_whg_xx__ul_tkf_fzh_xx">
<li class="li">
<p class="p">Tap the <strong class="ph b">camera icon</strong> to take a photo.</p>
</li>
<li class="li">
<p class="p">Tap the <strong class="ph b">image icon</strong> to open the device's image gallery.</p>
</li>
<li class="li">
<p class="p">(Android only) Tap the <strong class="ph b">file icon</strong> to browse to a file.</p>
</li>
</ul>
</li>
<li class="li">Finish adding your information and submit the ticket.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_y3z_b3g_xx">
<h3 class="title topictitle3" id="ariaid-title9">Playing attached calls and voicemails</h3>
<div class="body">
<p class="p">Voicemails and recordings of voice calls can be played back in the app. Secure recordings are supported.</p>
<p class="p">If a transcript is available, it is displayed along with the call metadata.</p>
<p class="p">To play the recording or voice mail, tap the <strong class="ph b">Play button</strong> on the audio stream.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_y3z_b3g_xx__table_oxk_jm4_xx" 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="d51e930" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e934" 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="d51e930" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_y3z_b3g_xx__image_lmf_km4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_callplayback.png"></td>
<td class="entry cellrowborder" headers="d51e934" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_y3z_b3g_xx__image_gdq_lm4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_callplayback.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_eq1_jht_nz">
<h3 class="title topictitle3" id="ariaid-title10">Viewing service level agreements</h3>
<div class="body">
<p class="p">If you are on Support Professional or Enterprise, and you use the service level agreements (SLAs) feature, you'll see the current SLA in your ticket details tab.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_eq1_jht_nz__table_ixm_h4t_nz" 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="d51e981" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e985" 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="d51e981" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_eq1_jht_nz__image_cvl_x4t_nz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ios_ticket_property_SLA.png"></td>
<td class="entry cellrowborder" headers="d51e985" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_eq1_jht_nz__image_gg1_y4t_nz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_ticket_property_SLA.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">Android users will also see the current SLAs applied to tickets in a view:</p>
<p class="p"><img class="image img-screenshot" id="topic_eq1_jht_nz__image_gpr_ypt_nz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_SLA_list.png"></p>
<p class="p">Tap the SLA property to view the list of current and upcoming SLA deadlines:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_eq1_jht_nz__table_kwf_dst_nz" 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="d51e1030" style="text-align: center; vertical-align: top;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d51e1034" 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="d51e1030" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_eq1_jht_nz__image_vjz_gst_nz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ios_next_SLAs.png"></td>
<td class="entry cellrowborder" headers="d51e1034" style="text-align: center; vertical-align: top;"><img class="image img-screenshot" id="topic_eq1_jht_nz__image_dsm_hst_nz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/android_next_SLAs.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">For general information on service level agreements, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832852122" rel="noopener" target="_blank">Viewing and understanding SLA targets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_vzj_kzm_k3b">
<h3 class="title topictitle3" id="ariaid-title11">Sharing tickets</h3>
<div class="body">
<p class="p" dir="ltr">If available, you can use your device’s sharing functionality to share a ticket link with another device. The specifics for sharing a ticket depend on a number of factors, including your operating system, and the target destination for the ticket. The procedure below shares general instructions for ticket sharing — some steps may be different, based on these factors.</p>
<p class="p" dir="ltr"><strong class="ph b">To share a ticket</strong></p>
<ol class="ol" id="topic_vzj_kzm_k3b__ol_qgq_ybn_k3b">
<li class="li" dir="ltr">Open a ticket, as described in <a class="xref" href="#topic_n3y_my1_vw">Viewing tickets</a>, above.</li>
<li class="li" dir="ltr">Tap the <strong class="ph b">options</strong> (<img class="image" id="topic_vzj_kzm_k3b__image_oyk_pcn_k3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_options_icon.png">) icon at the top of the screen. The ticket options menu opens at the bottom of the screen.</li>
<li class="li" dir="ltr">Tap <strong class="ph b">Share</strong>. This opens the sharing options menu provided by your OS.</li>
<li class="li" dir="ltr">Select the destination for the ticket. The sharing behavior varies depending on your selection:
<ul class="ul">
<li class="li" dir="ltr">
<strong class="ph b">Another device</strong> (such as sharing via AirDrop): The ticket opens in Zendesk Support on the destination device, if the recipient has permission to view it.</li>
<li class="li" dir="ltr">
<strong class="ph b">Message</strong>, <strong class="ph b">Reminders</strong>, <strong class="ph b">Notes</strong>, <strong class="ph b">Mail</strong>, and the like: The app opens, and a link to the ticket in Zendesk Support is pasted into it.</li>
<li class="li" dir="ltr">
<strong class="ph b">Social media</strong>: The app opens to a post composer, which already includes the link as an attachment.</li>
</ul>
</li>
<li class="li" dir="ltr">Complete the share as needed.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_hr2_kzm_k3b">
<h3 class="title topictitle3" id="ariaid-title12">Deleting tickets</h3>
<div class="body">
<p class="p" dir="ltr">In the mobile app, you can delete individual tickets, or delete multiple tickets in a view at once (bulk delete).</p>
<p class="p" dir="ltr"><strong class="ph b">To delete a single ticket</strong></p>
<ol class="ol" id="topic_hr2_kzm_k3b__ol_gjj_5cn_k3b">
<li class="li" dir="ltr">Open a ticket, as described in <a class="xref" href="#topic_n3y_my1_vw">Viewing tickets</a>, above.</li>
<li class="li" dir="ltr">Tap the <strong class="ph b">options</strong> (<img class="image" id="topic_hr2_kzm_k3b__image_wk2_csb_5qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_options_icon.png">) icon at the top of the screen. The ticket options menu opens at the bottom of the screen.</li>
<li class="li" dir="ltr">Tap <strong class="ph b">Delete</strong>, then tap <strong class="ph b">OK</strong> to confirm or <strong class="ph b">Cancel</strong> to keep the ticket.</li>
</ol>
<p class="p">For information on deleting multiple tickets in a view, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833959706#topic_m4x_qqy_53b" rel="noopener" target="_blank">Deleting tickets in bulk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_eb4_kzm_k3b">
<h3 class="title topictitle3" id="ariaid-title13">Marking tickets as spam</h3>
<div class="body">
<p class="p" dir="ltr">If a ticket is determined to be spam, you can mark it as such to move it into the Suspended Tickets view. See <a class="xref" href="https://support.zendesk.com/hc/en-us/related/click?data=BAh7CjobZGVzdGluYXRpb25fYXJ0aWNsZV9pZGkEjqcjDDoYcmVmZXJyZXJfYXJ0aWNsZV9pZGkESKwjDDoLbG9jYWxlSSIKZW4tdXMGOgZFVDoIdXJsSSJXL2hjL2VuLXVzL2FydGljbGVzLzIwMzY2MzI0Ni1VbmRlcnN0YW5kaW5nLWFuZC1tYW5hZ2luZy1zdXNwZW5kZWQtdGlja2V0cy1hbmQtc3BhbQY7CFQ6CXJhbmtpBg%3D%3D--bfa97f70143d28040ed75962be0a0313b4e30bf8" rel="noopener" target="_blank">Understanding and managing suspended tickets and spam</a> for more information.</p>
<p class="p" dir="ltr"><strong class="ph b">To mark a ticket as spam</strong></p>
<ol class="ol" id="topic_eb4_kzm_k3b__ol_why_5cn_k3b">
<li class="li" dir="ltr">Open a ticket, as described in <a class="xref" href="#topic_n3y_my1_vw">Viewing tickets</a>, above.</li>
<li class="li" dir="ltr">Tap the <strong class="ph b">options</strong>(<img class="image" id="topic_eb4_kzm_k3b__image_ugx_wcn_k3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_ticket_options_icon.png">) icon at the top of the screen. The ticket options menu opens at the bottom of the screen.</li>
<li class="li" dir="ltr">Tap <strong class="ph b">Mark as spam</strong>, then tap <strong class="ph b">OK</strong> to confirm. The ticket is moved to the Suspended Tickets view.</li>
</ol>
</div>
</div>
</div>
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