Zendesk Support is a productivity tool for agents and managers to manage support tickets on iOS and Android.
Product velocity
Active
Daily rank 🇺🇸
—
Business
Sentiment
3.6
12k reviews
Nemesis
My Ahgora
The App DNA
What makes this app unique?
Users hire the app to maintain visibility into support queues while away from a desktop, but the current stability issues force them back to the browser, failing the job-to-be-done.
For Customer support agents, team leads, and managers who require mobile access to ticketing queues and performance metrics.
What does it look like?
Key features
Create, update, and manage support tickets including assignee, CC, followers, and custom fields.
View and manage side conversations directly within the ticket interface, enabling complex cross-departmental collaboration.
How much does it cost?
The mobile app acts as a utility to drive adoption of the broader Zendesk B2B service platform.
Velocity
Active developmentShow more...
5 versions in history. Development pace: active.
Who built it?
User Sentiment
What do users think recently?
Review voice lately leans frustrated. Users appreciate the core ticketing interface provides a functional way for small teams to track and claim tasks, but report frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks.
How are ratings & reviews evolving?
What users say, by theme
- The core ticketing interface provides a functional way for small teams to track and claim tasks
- Frequent app crashes and unresponsiveness during ticket replies prevent agents from completing basic support tasks
72 of 341 recent reviews analyzed · high confidence · Frustrated overall
Read the full review analysisUnlock 2 more frustration themes and 2 user requests, each backed by review evidence.
Access the full report for freeCompetition
Competitive landscape for Zendesk Support
How's the Business market?
Zendesk Support maintains a presence in the Business category across multiple international markets, but the 3.04 rating on Android (vs 4.52 on iOS) signals significant platform-specific performance friction.
Read the market outlookThe rivals identified
By TOTVS
My Ahgora competes by capturing the workforce management and time-tracking segment of the business productivity market, directly challenging Zendesk's role as the primary hub for mobile-first employees.
- Specialized time clock and timesheet automation features that Zendesk lacks for operational workforce management
- Deep integration with Ahgora Multi for enterprise-grade payroll and shift compliance tracking capabilities
- High-volume user engagement driven by daily mandatory employee check-ins and shift management workflows
Unlock the head-to-head verdict: where this rival wins, and where it loses.
Access the full report for freeThe Analyst's Read
Key takeaways for Zendesk Support
Where is it heading?
Users report: The mobile support market is consolidating around high-availability tools, and Zendesk's current stability profile leaves it exposed to specialized competitors. Unless the team addresses the core crash and notification issues, the app will continue to function as a read-only tool, ultimately failing to justify its place on the agent's home screen.
- Frequent crashes during ticket replies prevent agents from completing basic support tasks, which compounds the rating drag already visible on Android.
- Delayed or missing push notifications force manual refreshes, which erodes the daily active habit and reduces the value of mobile-first support.
The SWOT
- Side conversation support enables complex cross-departmental collaboration
- Real-time push notifications reduce response time for critical enterprise support issues
- Integration of lightweight workforce management plugins could prevent churn among clients requiring unified support and time-tracking tools
Next best moves
Rebuild ticket reply module because crashes during replies are the top-cited blocker for basic tasks → restore agent productivity
+ 1 more prioritized moveThe counter-intuitive read
The app's declining sentiment is not a feature-gap problem but a reliability crisis…
Read the full takeFeature gaps
Native time-tracking and shift management (available in My Ahgora but missing here)
Since the last report: The app's competitive standing has declined due to a new, critical usability regression where agents can no longer view image attachments, forcing a return to desktop workflows.
Bottom line
Zendesk Support provides essential ticket management for mobile agents, but persistent crashes and missing attachment support force users back to desktop, so the team must prioritize stability over new feature expansion to protect the mobile-first retention loop.
Unlock 3 critical frictions, 1 market threat, 1 more prioritized move and the analyst’s take.
Access the full report for freeSources
- [1] Play Store listing, source
Report last updated