What users complain about in Zendesk Support

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Deleting our API TOKENS

The app is fine. But this dumb company is force expiring our API tokens because they’ve decided to migrate to OAuth. You know what? I don’t care what you decided. That is integrated into a bunch of our services and integrations and you’ve just created a bunch of work for us. ZERO stars if it were possible.

Not great

As a product manager i use Zendesk for support, and i can tell you this app is really poorly thought out in terms of UI and UX. Additionally the attachments that our customers send only appear in the Zendesk app about half the time. I would consider changing my review if this bug is fixed. I look like an idiot asking customers to send their photo again when they already attached it to the first message.

Not useful for school districts . Avoid

Developers seem to have abandoned this product: it will freeze and is not useful at all for school districts due its unresponsiveness. Does not allow simple copy/paste. Use any other helpdesk product and you will be more productive and you clients will be happier.

App freezing issues and disappointing support experience

I have encountered repeated issues with the app freezing. After working only a few tickets, the app locks up and must be fully closed and reopened. I reported this problem through the company’s support email, but after waiting a week with no response, I called their support line. Unfortunately, the representative I spoke with was unprofessional and appeared unfamiliar with how the app operates. When I provided screen recordings showing the freezing issue, he incorrectly stated that this was normal behavior and did not welcome further discussion. I was eventually connected with another agent who explained that the company is no longer making improvements to the app. This is confusing, as I continue to receive update prompts labeled “minor bug fixes,” yet the freezing problem remains unresolved.

Non Responsive

I’ve used this app for 2 years to handle business needs and I must say it’s honestly HORRIBLE. I’ve used it on Samsung and apple devices and on both operating systems you have to force close or even completely delete and redownload the app to get anything done.

What happened?

Zendesk dev team, why did you guys redesign the app and make it so bad? The image attachments don’t load inline anymore the history doesn’t show in threaded view like it used to. I swipe around and get pushed between tickets too easily. Please please consider reverting to the old UI. This is so much harder to follow now.

Works okay

The app is pretty limited and the notification schedule doesn’t work as I get notifications 24/7 no matter what I set in the settings.

Don’t waste your time

The app is very limited, and quirky. Don’t waste your time, use the web site instead. Can’t create side conversations, only respond to existing ones, and can’t upload more than one file to a ticket at a time.

Side Conversations

1 star because you cannot see side conversations. Which is a big feature in Zendesk online. Please add the ability to see and respond to side conversations on the mobile app.

Do not open this app

I was charged for this app without warning. It was attached to an email I was trying to respond to.

SSL error

I can’t use this app because I always get an error message stating there is an SSL error. Very disappointing

Has potential, but seems like it's only 60% done. I'm no longer able to see photos and attachments in the app, but they appear fine in web browser. This is critical because customers and Tier 1 support collect screenshots and we're unable to review them without a PC.

Please fix the attachment issue

The attachment cannot be shown in issue. Please fix it

Poor customer service clunky app

We have been a customer for 10 years, one day Zendesk accidentally disabled all our accounts. No one to talk to, no phone number. Worst customer service ever. The app is ok but it does not appear that their UX designer has any human factors training, it’s complicated to navigate, to respond to tickets, to updates, but it does worth a single star as it can help in case of emergency

Can’t see the photo all the time on app

It’s super bad and can’t see the photo. Fix it as soon as possible.

Unusable

Unless - unable to reply to messages as it won’t let me write in the text box!

Lacking what makes Zendesk a great tool

While this app works somewhat, it lacks everything that makes zendesk great. Macros don’t import the information, you can’t view organizations, filtering is a nightmare. If you need this app for quick replies, I’m sure it will suit your needs, but don’t expect it to be half as efficient as the web version.

Good app but very slow and not responsive

The Zendesk app works okay most of the time. But more often than not it’s unresponsive and you have to open and close the app multiple times to get anything to load

Incredibly Poor

Tried this out. The interface is clearly made by someone who makes databases, not someone who actually understands the needs of a customer support worker. Ugly, confusing, complicated, and clumsy to use.

Read only tool.

The app works fine if you are simply reading tickets as soon as you try and type a reply it just crashes. Not fit for purpose.

No good

Can’t do many basic functions, can’t help with removing outdated and surplus names on the cc’d list, can’t list these in used/frequently used order with most names least used appearing first, blocked reply from sender so I couldn’t find information required, app dropped off my phone which I did not have a log in for to get back into, the formatting on tickets make them impossible to follow as updates/additions don’t appear in order, etc. have to enter a nickname which I’ve entered 4 already to no avail.

Not able to sign in

I’ve not been able to sign in. Every month or so when I have a request, I go to the app, only to find some error pop up. Even after updates, it still doesn’t let me on.

Still not good

App has been out for what seems like forever and it still does not live up to its potential, the biggest obstacle for me right now is the load times on macros, makes it completely useless.

Crashes constantly

Great app for being able to check tickets on the go. However virtually unusable- as soon as I try to type a reply or click send, 9 times out of 10 the App will crash and completely closed down.

Crashes

Crashes when trying to attach an image to a message.

Only one thing missing, and it’s a big one…

There is no dark mode option available on iOS. :-(

Sadly No inline images years later.

Horrible app It’s still really sad that i have to click on an image in the app, years later, to view the image. It opened safari, another tab that i have to close. By the end of the day i have 100 tabs open for images i have to read in the ticket. This is by far the worst part of the app. Zendesk upped their pricing majorly and can’t even afford a good mobile team

Nothing works properly

You can never use macro properly, everything loads forever, horrible UX

2 problems

If I have 4 tickets unassigned and go to edit and choose to solve them all in one go it fails… I’d say it’s because i haven’t filled out the mandatory fields but it doesn’t give you the option to fill out the required field from the undersigned section so unsure what the point of it is If I have to one the tickets assigned to me and I miss a field when I solve it, it says re-enter the required data to proceed but when you do that it stuck with a spinning wheel next to the solve button, so you have discard all your changes to start again which means. You loose your comments etc Please fix

Back arrow doesn’t work…

When answering tickets the back arrow doesn’t work.. I see others advised this 3 months ago but it’s still broken. You have to swipe out of the app after viewing a ticket. Other than that I liked the app before it broke.

Falls short of huge potential

I use this app for work, and there are so many things that I wish could be done better. 1. Creating an end user is not very user friendly. Ideally when I add the users email to the requester line, it should allow me to add a name, organization, tags, etc after entering their email. 2. The conversation order is confusing, as it starts with the earliest message and goes to the newest. I wish there a was an easier way to read through the thread of messages. 3. Applying Macros should default to a plain text version, or allow you to add “mobile macros” or something of the sort. I wish I had better feedback off the top of my head but I hope this may inspire future updates. Will gladly leave new review or update this one.

Their chat box does not work. This happens on all cell phones. Customers get kicked out of your website once the click arrow back bottom to close the chat. After two hours chatting with support. They acknowledged the problem and could not fix the issue!!!

Crashes every 20 seconds

This would be an amazing app but it crashes on me after a 20-30 seconds.

Why doesn’t the iPad app allow the use of macros?

Since I don’t have access to my laptop and I wanted to respond to a user’s ticket in a timely manner, I tried to use the iPad app. I have macros programmed to allow me to more quickly respond to tickets as it can be a time consuming task. For some reason, on the iPad, when I select a macro that I always use without issues on the website, it gives the error: “No plain text comment available.” The macro only contains plain text, so I can’t understand what this is referring to. I tried to use the website on my iPad, but it doesn’t display properly to be able to see and interact with the web page, so that also isn’t an option. Please fix this bug as the app is unusable without this feature.

The new agent experience is an improvement, but some glaring issues still exist. When you open multiple tickets through notifications, you can't get back to the ticket list, you instead keep going back through tickets that you've opened. I'm unable to select "Task" as a ticket type. "Question" is listed twice and one of the instances will disappear if you select one of the "Questions" for the type. I'm unable to select and copy parts of a ticket. Instead, I'm required to copy the entire ticket.

Limited functionality

Very limited functionality. Can’t even format text. Doesn’t show org. Poor experience.

Background refresh is gone. App is now pointless

What the title states. What’s the point of having the app if I have to manually go check for new tickets. If this is added back, I will use it again.

This app is missing a critical feature of ZenDesk that's on the web platform, you can't see which tickets you're assigned to that are open, nor can you see who's assigned to a ticket in any view without going into each ticket. I don't understand the use of the app without this. A mobile application is meant to provide pertinent information at a glance.

Notifications are broken

Always tell me there are unread messages regardless of me actually just read through them all. If I click too fast to read through the messages, the count of notifications will not go down. This is bad as we are really sensitive to this.