Zendesk Support Reviews

by Doominikki

I’m probably the only one of my co-workers who still bothers with ZendeskSupport. When it’s very busy, I mainly use ZendeskSupport to send me notifications that a new ticket has come in or an open ticket has been updated.

To use ZendeskSupport for anything else is beyond frustrating. It crashes randomly, my newer macros aren’t available (even if I sign out and sign back in), and I could go on and on.

The reason I’m writing this review is the one thing I use ZendeskSupport for no longer works since the latest update.

That’s right, I no longer receive notifications about my tickets. I have to go into ZendeskSupport and manually refresh the “Notifications” feed to see all of the activity I’ve missed because nothing was sent to my phone.

This is at least the second time this issue has occurred in the wake of a shiny new software update. I have no idea how this version has four and a half stars.

by Brian L Smith

I’m new to Zendesk (previous employer used Freshdesk then Freahservice). ZendeskSupport is buggy and inconsistent. Simple example - when you tap into a ticket, there is no visual indication how to return to the list of all tickets. There is no icon in the upper left. I assume it should have an X or back arrow, but it’s blank. If you tap the blank area you are taken back to the full list. Also, why can’t I change the status of multiple tickets in the full list? All I can do is delete or mark as spam? Mass editing capabilities are basically non-existent. Zendesk should really just scrap this and start from scratch with a fresh approach.

by CC™

Every time I launch ZendeskSupport I am required to sign in again as if I just installed it. Also upon first sign it I can’t even load my workflow and the message “permissions required” is shown. I have to sign out and sign in again BUT WITHOUT CLOSING OUT ZendeskSupport or it will stay in the loop of non-functionality. Pathetic.

2-week (approx) update: issue still occurs 99% of the time. Even though there’s been at least 1 if not 2 additional app updates. This is just sad at this point.

by Isaiahcarew

I wish there was anything else in the price range. I’m about ready to build my own support service. Zendesk is like any other enterprise software: bloated, complicated, and so difficult to use that paying for expensive maintenance and upgraded support is almost mandatory even just to learn how to do basic things.

If you find anything else that works for your organization — choose that instead. And tell me what it is!!!

by XEngelx

It’s a simple app. Gets the job done on the go. Not as polished as the website but not horrible to use. Ever since the new iOS update I’ve noticed notifications are an issue.

So I’ll get a new ticket or two and I’ll handle them on the computer. My app still shows notifications so I go into ZendeskSupport to clear the notifications, but there’s nothing to clear. AND the notification badge will not go away. This continues until I get a new ticket (and new notification) and I remember to go mark it as read via the double check mark on notifications BEFORE I go handle it on my phone or computer. This will get rid of the badge icon problem.

I’ve reported the issue to their team months ago. It’s still not fixed. It’s kind of like they are just letting their apps barely stay a float.

by Thedonutbandit

The new version of ZendeskSupport has some unwelcome changes causing agents frustration:

-comment box is no longer yellow when entering feedback as an internal note causing agents to accidentally enter an internal note when they think it’s a public comment to the requesters.

-Order of messages is now oldest at the top and newest at the bottom when first opening the ticket. It used to be the newest comment was first seen. Agents now have to scroll all the way to the bottom to address a response.

by B-m-o-5-5

I've noticed a change in behavior when applying macros to a ticket that is inconsistent with the way macros are applied in the web portal.

On iOS, macro settings for applying a specific assignee or group do not actually take affect if applied from ZendeskSupport . Testing these macros in the web portal works as expected, applying the correct group and assignee. Tags are applied correctly, but the ticket is never actually transferred to the correct team/user.

This behavior began a few days ago, so it doesn't appear to be related to the most recent update unless I did indeed go that long without updating ZendeskSupport . I will continue testing and edit with a resolution if found.

by Sebfontan

App is good, however... we need to be able to switch between accounts, and logging out and back in every time is a nuisance. Please give us a way to switch or toggle between multiple accounts. Many of your competitors already have this feature built into their app. Also, ZendeskSupport keeps logging us out for no reason, when we close ZendeskSupport and relaunch. We’d like to be able to log into two or more accounts and stay logged in, even when we quit and relaunch ZendeskSupport . Thank you!

by IslanderStu

Quite often, I’d say two out of three times, when I open a ticket and respond to it I cannot close the ticket either by clicking the X icon or by swiping down. I have to close ZendeskSupport entirely. I reported this and got a developer response but months later it’s still not corrected.

Aside from that, ZendeskSupport needlessly hides the middle messages in a ticket thread, requiring an extra step to review complete ticket history.

by Gnostic Student

It took me a month or so to understand how to use ZendeskSupport 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 ZendeskSupport . 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 ZendeskSupport . 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 ZendeskSupport much easier for new users to understand.

by Aponimafous

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.

by Abrown 2020

I have found ZendeskSupport to be very helpful and effective. One recommendation is to support multiple options of uploading attachments via ZendeskSupport . Integrating with OneDrive, Box, Camera Roll, Adobe Acrobat Mobile, etc could be helpful. Otherwise, I can’t think of any issues. ZendeskSupport works really well.

by MAFx3

ZendeskSupport is pretty useful. I can’t bring myself to give it a 5 star when it is missing something: notification sounds that differ from default. Reason is simple, ticket notifications are important, and would be more useful to sound different than all other notifications.

by Dterriffic

I love ZendeskSupport because it allows me to work
a case and communicate with my customers from anywhere. There is plenty of functionality here so I can update any metadata fields I need to on any case. ZendeskSupport is stable, streamlined, and gives me what I need to work cases from anywhere.
Well done Zendesk!

by Akgd13

My Team and I have been using ZenDesk since 2018 and love it!

ZendeskSupport makes it so convenient for me to check tickets and reply on the go. It’s also nice to be able to “share” a ticket link to my team. I highly recommend this service!

by Chandler8613

Love ZendeskSupport but wish they had dashboard integrated or a separate app without having to use phones internet browser instead. Would be awesome to just have it in an app for iPhone

by LDKraj

ZendeskSupport is easy to use and makes my job as a mostly remote support agent so much easier. I can be on the go and reply quickly to customers. I have loved using Zendesk the past few months and their quality of design and service extends into their app perfectly.

by MattS174

Update: the new version is so much better. Thank you for fixing the log out issues. ZendeskSupport saves me so much time.

Good if and when it works. I get locked out regularly, very annoying. For some reason it will not let me back in. I have no issues with the web app. Too bad, it's very useful when working. Please fix.

by Bogman68

As a remote employee, sometimes I find myself away from my home office when a support ticket comes in. When that happens, it is SO nice to be able to help my customers and keep my ticket load under control.

When there are bugs, they get fixed. And there are new features added all the time. I’m grateful for this free app that gives me so much freedom and functionality!

by Kaybee8888

If you are an agent responsible for world-wide customer support, you’ll love ZendeskSupport. Quickly take care of issues from your phone or tablet anywhere- at a swim meet, on the beach, at home in bed- anywhere. No need to boot up the computer. 🙂
ZendeskSupport now has your macros available so you won’t sacrifice efficiency.

by Morph 707

Going from the web app to the iOS app is painful.

In iOS the status indicators are on the right side, which is opposite than on web.

Also, there are photos, for some strange reason. Most end users absolutely do not update their photo and ZD fills that space with their initials and a random color, and guess what, those colors are sometimes the same as the status indicators (oh and they’re in the same place as the status indicators on web as noted above)

Product request: delete the photos and move the status indicators to the left side.

Also make your in ticket controls more intuitive. I know you’re going for that sleek iOS design but it’s not working. It’s just a pain to use. I wouldn’t use ZendeskSupport if I didn’t have to.

by Bsuyematsu13

I can get basics of the work I need to do done with ZendeskSupport , but it can be a pain to scroll through several long messages to find the most recent message I’m trying to respond to.

Also feels like a ton of unnecessary tapping (clicking) to submit a response.

Biggest issue: why can’t I attach documents? Maybe this is an active feature and I’m just too dumb to figure it out, but there are several times I need to attach a document in my support replies, and I can’t do so. I would bump up rating if I was capable of doing this.

by Bammer405

I've noticed a change in behavior when applying macros to a ticket that is inconsistent with the way macros are applied in the web portal.

On iOS, macro settings for applying a specific assignee or group do not actually take affect if applied from ZendeskSupport . Testing these macros in the web portal works as expected, applying the correct group and assignee. Tags are applied correctly, but the ticket is never actually transferred to the correct team/user.

This behavior began a few days ago, so it doesn't appear to be related to the most recent update unless I did indeed go that long without updating ZendeskSupport . I will continue testing and edit with a resolution if found.

by Cee4625

Generally a good app. However the badge app icon count that shows unread items is never lower than 1 — even after the latest update. This false count is frustrating when trying to ensure all customer requests have been touched. Kindly fix. Thanks.

by BrotherZ

Always impressed with the level of attention ZenDesk gives to their apps.

One feature I’d like to see added is the ability to merge tickets in ZendeskSupport .

Other than that, ZendeskSupport just keeps getting better with every update!

by Raidenlee

ZendeskSupport is great especially for a team that is geographically challenged. However ZendeskSupport unlike the web app does not have the functionality to answer zendesk IVR calls. We use zendesk sell which does. Please add the ability to answer calls that come in the the zendesk talk system.

by Maznoor

You won't get any of the fancy reporting or play mode functionality in ZendeskSupport, but it works wonderfully well and intuitively to do the kinds of things that an agent might need to do on the move—and actually, ZendeskSupport is better off for its clean interface. If my boss texts over lunch break about a customer request, I can easily search and share their ticket, or send off a quick reply. Brilliant!