Zendesk, a cloud-based help desk software provider, today announced a brand new version of its Zendesk for the Android mobile platform. Zendesk now runs across all Android devices, from smartphones to tablets. Through Android devices, companies will have the same visibility into Zendesk customer service activity as they would from desktop browsers, allowing them to view and manage requests while on the go.
This enhanced offering extends Zendesk's mobile strategy by providing the flexibility for customer support agents to view, update, and manage support requests anytime, from anywhere. Companies can also use pre-defined responses to an organization's most commonly asked questions, alleviating agents from having to type out lengthy responses with their phone's keyboard. And for the first time, updates or any changes to support issues can be received in real time.
The Zendesk for Android app provides the following capabilities:
- Real-time updates give customer support agents the power to take up to the minute action on support requests.
- Improved access to the support activity that matters most. Now up to three views of the must urgent support requests can be pinned to the Zendesk dashboard, allowing immediate visibility into priority support issues, such as requests that have been deemed urgent or unanswered.
- New attachment capabilities mean customer service representatives working out in the field can take pictures of hardware, etc., and attach to the support activity thread, greatly increasing the speed in which a customer support issue can be resolved.
"I used to lug my iPad around to use the iOS version of Zendesk while away from my desk, but not anymore. The Zendesk Android app is just as easy to use and includes lots of great features, like push notifications, the ability to use macros, and an intuitive user interface," said Jason Christenson, technology director at Clear Lake Community School. "If you are an Android and Zendesk user, you need this app."
"Recently, both Nielsen and InfoWorld reported that the Android operating system controls a 43 percent market share," said Adrian McDermott, Zendesk's vice president of product and engineering. "As adoption rates for Android continue to explode, we want to continue to elevate the usability and effectiveness of this popular mobile application. The enhancements we've made to our Android app means support agents can provide top-notch support without ever missing a beat."
Zendesk customers can download the new application from the Android Market for free.