What users hate. Clustered.

1- and 2-star reviews grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

• Constant login/logout issues after updates

  Users report being repeatedly logged out, requiring re-authentication every time they open the app, especially after iOS updates or app version changes.

  45

  reviews
  • “Ever since iOS 15 was released, the Zendesk mobile application will sign you out four the five times per day. The developers will not respond to the bug.”
  • “Have to login every time I open the app now.”
  • “The app is great but logs me out every time I close the app. It renders it not useful on iPhone. Please fix!”
• Crashes and freezes on basic actions

  App frequently crashes or freezes when performing simple tasks like opening tickets, attaching files, using macros, or searching.

  38

  reviews
  • “Crashes when trying to attach an image to a message.”
  • “Perpetually crashes no html support”
  • “Crashing is unbearable — Constantly crashing on the latest iOS when trying to matk a ticket as solved.”
• Loss of core functionality from previous app

  Critical features like macros, bulk editing, side conversations, attachment handling, and ticket status changes are missing or broken in the new app.

  35

  reviews
  • “Can’t use macro - replies are plain text only.”
  • “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.”
  • “No way to bulk update ticket properties.”
• Poor UI/UX design and navigation

  Users find the new interface unintuitive, poorly laid out, inconsistent with web version, and difficult to navigate, often requiring excessive taps or scrolling.

  32

  reviews
  • “The new order of messages is awful. The comments need to be cleaner and streamlined where the newest message is on top rather than on the bottom.”
  • “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.”
  • “The old app was better except that it didn't notify for new tickets, only assigned tickets. So stuck with th”
• Notifications fail or behave erratically

  Notifications are unreliable, delayed, don’t clear properly, or don’t work at all despite correct settings.

  28

  reviews
  • “Notifications break intermittently — There have been several times since I got this app where I stop getting notified of tickets (new tickets or updates). That's why I have this app to begin with, which makes this app useless in my book.”
  • “Do notifications even work? — Reliable notifications is a must have for a support app. Please fix.”
  • “Sporadic notifications — This app is atrocious. I *do not* care at all about UI features. I *do* care about notifications and 90% of them are sitting in purgatory somewhere.”
• Attachment and media handling problems

  Users cannot view attachments (especially images and PDFs) inline; files fail to upload or require external apps to open.

  25

  reviews
  • “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.”
  • “Terrible UI and no PDF attachment viewing? — This new app is terrible. Now you must scroll all over the app to make simple changes to a ticket. The absolute worst part is that I can no longer view PDFs attached to a ticket because it is not a supported file type.”
  • “Can’t add a requester!! — I can’t add a requester on a ticket. I put the name and there’s no files to save. What’s the point of creating tickets without a requester name?”
• Inability to access or load tickets

  Users report tickets won’t load, show blank screens, or display errors like 'unable to display view' or 'request limit reached'.

  22

  reviews
  • “Can't load any tickets whatsoever. Totally unusable. The old app at least loaded tickets but this one won't do anything at all.”
  • “Tickets won't load at all. — Can't view tickets at all. Shows loading but nothing ever comes up.”
  • “Unable to log in — When attempting to log into the app I get the following error, “The data couldn’t be read because it isn’t in the correct format.””
• Forced upgrade to non-functional app with no rollback option

  Users were forced to abandon a working older app and switch to a buggy, broken new version with no option to revert, causing major workflow disruption.

  20

  reviews
  • “Reinstate the old app please! — This new app feels like it had zero product managers managing it and a terrible user interface designer working on it. Please reinstate the old one as an option until this one has been completely overhauled.”
  • “Why did we need a new non-functional app? — The old app had its drawbacks but it worked. I got notifications for updates tickets. Clicking on zendesk ticket links took me to said ticket.”
  • “Forced to switch to a Broken App? — Downright TERRIBLE business planning. You sunset an app that WORKS and make your users switch to a new standalone app that DOESN'T work?”