Zendesk Support - Real-time ticket management

The Android support application is designed for agents, team leads, and managers who are constantly on the go. It is a quick and secure productivity tool that provides real-time visibility of your account.

Stay ahead of your day and ensure operations run smoothly by connecting the right people, conversations, and information. The Android support app enables access to Zendesk whether you are at work or out and about!

Here are some of the main features available in the application:

Prioritize your tasks

Get an overview of your ticket views to assess volume and demand, allowing you to prioritize effectively for your account.

Search for customer information

Gain better insights while you are mobile by checking a customer's profile, which displays tags, organizations, notes, requests, and more.

Engage in conversations or initiate new tickets

Involve the right individuals in discussions through @mentions, create new tickets, update assignees and CCs, along with adding followers, tags, and any other required fields while on the move.

Receive real-time alerts for important updates

Stay informed with instant notifications regarding crucial customer updates, along with an activity list related to your tickets in the notification feed. Customize the types of notifications you receive based on group preferences and set specific days and times.

Manage your business remotely

If you're working in the field, we will support your business operations on the go—take photos, upload files, and view ticket attachments, as well as access essential details such as tags, notes, and customer profiles.

Monitor your team’s progress

As a manager, you can easily observe the current workload and performance of your team from anywhere!

Your feedback is valuable to us. If there's a way we can improve, please let us know! Our mobile team reviews every support ticket, and you can send your feedback directly through the app via the settings tab.

Zendesk specializes in developing software that enhances customer relationships. Zendesk Support offers a straightforward system for tracking, prioritizing, and resolving customer support tickets.

How do I increase agent seats?

Account owners and billing admins can purchase additional agents seats as needed. Admins who aren't the account owner or a billing admin can request a subscription change to add agent seats.

The ability to add agent seats depends on your account type. For sales-assisted accounts that can't instantly buy agent seats, you'll see a form to request more agents. The request is sent to your sales representative and a service order will be created on your behalf.

See the video below for a guide on how to add agent seats to your Zendesk account.

Does Zendesk charge for all users in the account?

No, the subscription covers only agent seats. This includes all the users who have the role of an agent, admin, account owner, or custom agent role. End users are not included as agent licenses in the plan's subscription.

You can see a list of your agents and the number of available agent seats left on your subscription by viewing the Team members page. A list of your end users can be found on the Customer page. 

For further details on user roles in Zendesk Support, see the article: Understanding Zendesk Support user roles.

Are agent and admin roles priced differently?

No, there is no difference in cost between agents and admins in Zendesk.

Increasing or decreasing agent seats allows the account owner to add seats that can be set as agent or admin roles. For steps on updating the agent seats, see the article: Viewing and managing plan subscriptions.

For more information on the differences between the roles, see the article: Understanding Zendesk Support user roles.

Note: On Enterprise, you can customize agent seats through custom roles.

Why did my subscription change not go into effect immediately?

Generally, subscription changes will happen right away and you will have access to the new plans, features, or agents you added.

There are a few times when this is not the case such as when you make a subscription change that decreases the number of agent seats on your account, downgrade your subscription, or change the billing cycle. These specific scenarios will trigger a pending subscription.

A pending subscription means that you won’t see the changes to your account until your next billing cycle. If it is important that you see the changes go into effect sooner, contact Zendesk Support who can get you in touch with your Account Representative.