Installing and configuring the Zendesk Support mobile app

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<p class="p" dir="ltr">The Zendesk Support mobile app is available for download from both the App Store
and Google Play Store for iOS and Android devices.</p>
<p class="p" dir="ltr">You can configure the app by activating the new agent experience, which makes it
compatible with the Agent Workspace and supports conversational messaging. You can also change
the app’s theme. </p>
<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_wsn_vfq_tx__ul_xjw_14s_wx">Installing the mobile
app</a></li>
<li class="li"><a class="xref" href="#topic_lmz_hkb_1vb">Activating the new agent
experience</a></li>
<li class="li"><a class="xref" href="#topic_zsd_1zd_mbc">Changing the mobile app theme</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/4408846407066" target="_blank">About 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 Support mobile app</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rsq_v2n_xx">
<h2 class="title topictitle2" id="ariaid-title2">Installing the mobile app</h2>
<div class="body">
<p class="p">Download the mobile app from your app store:</p>
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<ul class="ul" id="topic_rsq_v2n_xx__ul_oy5_ngn_xx">
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<strong class="ph b">iOS users</strong>: Download from the <a class="xref" href="https://apps.apple.com/us/app/zendesk-support/id1174276185" target="_blank">the App store</a>
</li>
<li class="li">
<strong class="ph b">Android users</strong>: Download from the<a class="xref" href="https://play.google.com/store/apps/details?id=com.zendesk.android" target="_blank"> Google Play store</a>
</li>
</ul>
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<p class="p">Admin and agent access to the mobile app is turned on by default. You can check this
setting by going to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, clicking <img class="image" id="topic_rsq_v2n_xx__image_epy_2nd_pxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, and then selecting <strong class="ph b">Security &gt; More settings</strong>.</p>
<p class="p"><img class="image" id="topic_rsq_v2n_xx__image_szn_rnd_pxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/support_mobile_app_access_setting.png" width="300"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lmz_hkb_1vb">
<h2 class="title topictitle2" id="ariaid-title3">Activating the new agent experience</h2>
<div class="body">
<div class="p">Activate the new agent experience to work with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825697434#topic_w1j_x3f_s5b" target="_blank">tickets in a conversational layout</a> and <a class="xref" href="#topic_zsd_1zd_mbc">change the app theme</a>. Using the new agent
experience makes it easier for you to manage and respond to tickets, as well as customize
the look of the app on your device.<div class="note attention">
<span class="attentiontitle"></span> If you use both the Support and
Chat mobile apps, activating the new agent experience changes agents' status in the Chat
mobile app to offline.</div>
</div>
<p class="p"><strong class="ph b">To activate the new agent experience</strong></p>
<ol class="ol" id="topic_lmz_hkb_1vb__ol_w4j_hcg_s5b">
<li class="li">For iOS users, make sure that the latest version of the <a class="xref" href="https://apps.apple.com/us/app/zendesk-support/id1174276185" target="_blank">Zendesk Support mobile app</a> (from the App store) is installed on
your device.<p class="p">For Android users, make sure that <a class="xref" href="https://play.google.com/store/apps/details?id=com.zendesk.android&amp;hl=en_US&amp;gl=US" target="_blank">the latest version of the Zendesk Support mobile app
for Android devices</a> (from the Google Play store) is installed on your
device.</p>
<p class="p">The latest version of the app is required to support the new agent
experience. Zendesk also recommends that you leave automatic updates for the Zendesk
Support mobile app enabled.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846407066#topic_s5r_txq_tx" target="_blank">Open</a> the Zendesk Support mobile app and sign in,
if needed.</li>
<li class="li"> iOS users, tap the settings icon (<img class="image" id="topic_lmz_hkb_1vb__image_m5k_vcn_lvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/new_mobile_settings_icon_ios.png" width="35">) in the bottom toolbar.<p class="p">Android users, tap the options menu (<img class="image" id="topic_lmz_hkb_1vb__image_afm_pzd_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_hamburger.png" width="16">) in the upper-left corner, then select <strong class="ph b">Settings</strong> (<img class="image" id="topic_lmz_hkb_1vb__image_qqm_mzd_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_admin_icon.png" width="16">).</p>
</li>
<li class="li">iOS users, select <strong class="ph b">Try our new conversational UI</strong>.<p class="p">Android users, select <strong class="ph b">New
agent experience</strong>.</p>
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<th class="entry cellrowborder" id="d52e212" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e216" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e212" style="text-align:center;"><img class="image img-screenshot" id="topic_lmz_hkb_1vb__image_q1v_22n_lvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/new_support_mobile_enable_ios1.png" width="300"></td>
<td class="entry cellrowborder" headers="d52e216" style="text-align:center;"><img class="image img-screenshot" id="topic_lmz_hkb_1vb__image_m2k_4dg_s5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Support_mobile_new_agent_experience.png" width="325"></td>
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<p class="p">If needed, you can always deactivate the new agent experience later by going back
to Settings and deselecting this option.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_zsd_1zd_mbc">
<h2 class="title topictitle2" id="ariaid-title4">Changing the mobile app theme</h2>
<div class="body">
<p class="p" dir="ltr">After <a class="xref" href="#topic_lmz_hkb_1vb">activating the new agent
experience</a>, you can change the mobile app theme. The default app theme is light but
you can change it to your device’s default setting or to the dark theme.</p>
<p class="p"><strong class="ph b">To change the mobile app theme</strong></p>
<ol class="ol" id="topic_zsd_1zd_mbc__ol_cqb_xzd_mbc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846407066#topic_s5r_txq_tx" target="_blank">Open</a> the Zendesk Support mobile app and sign in,
if needed.</li>
<li class="li">iOS users, tap the settings icon (<img class="image" id="topic_zsd_1zd_mbc__image_eqh_ybb_4bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/new_mobile_settings_icon_ios.png" width="35">) in the bottom toolbar.<p class="p">Android users, tap the
options menu (<img class="image" id="topic_zsd_1zd_mbc__image_dbz_yzd_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_hamburger.png" width="16">) in the upper-left corner, then select
<strong class="ph b">Settings</strong> (<img class="image" id="topic_zsd_1zd_mbc__image_ebz_yzd_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_admin_icon.png" width="16">).</p>
</li>
<li class="li">Tap <strong class="ph b">Theme</strong>.<p class="p"><img class="image" id="topic_zsd_1zd_mbc__image_mqh_112_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_theme.png" width="300"></p>
</li>
<li class="li">Select either <strong class="ph b">Light</strong>, <strong class="ph b">Dark</strong>, or <strong class="ph b">System default</strong>.<p class="p"><img class="image" id="topic_zsd_1zd_mbc__image_frn_b12_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_theme_change.png" width="300"></p>
<p class="p">If you select system default, the app’s theme will match your
device’s theme setting.</p>
</li>
<li class="li">Tap the back arrow (<img class="image" id="topic_zsd_1zd_mbc__image_rzl_d12_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_back_button.png" width="20">) in the upper-left corner.<p class="p">The theme updates to your selection.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zsd_1zd_mbc__table_gpy_212_mbc" rules="all" summary="">
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<col style="width:260">
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d52e326" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e330" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e326" style="text-align:center;"><img class="image" id="topic_zsd_1zd_mbc__image_pzn_pbb_4bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/new_mobile_iOS_dark_mode.png" width="250"></td>
<td class="entry cellrowborder" headers="d52e330" style="text-align:center;"><img class="image" id="topic_zsd_1zd_mbc__image_cjl_f12_mbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_dark_mode.png" width="300"></td>
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</li>
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