Begin the year with best practices in the Zoho Desk mobile app : Part 2

Begin the year with best practices in the Zoho Desk mobile app : Part 2

In focus: Optimizing collaboration and supervision  
Let's begin 2026 with Part 2 of our tips series on driving your ticketing operations at your fingertips.
In Part 1, we explored streamlining operations within tickets. This helped individuals at Omniserve manage services with smooth transitions, but the organization needed more help.
Let's see how Omniserve remained proactive and efficient as a team to monitor tickets, handle workloads, and handle escalations.
As the day progresses, Omniserve’s office buzzes like a hive. Tickets flow in, teams chat, and supervisors balance workloads all inside the mobile workspace. Collaboration happens on the go; let's see how.

Handling escalations

Patricia, the sales rep, is at a client site demonstrating their product. The client raises an urgent issue about a recurring billing error. Patricia opens an internal chat to tag her finance counterpart with the ticket ID to escalate the matter for priority action. From the Zoho Desk mobile app, Patricia shares the ticket using the Share ticket option.

Handling ticket flows

At the headquarters, the support center operator, Frank, monitors the ticket flow through the live ticket feed on his dashboard. A sudden spike in requests alerts the team to a server outage alert. The auto refresh action in Ticket List ensures agents do not miss the sudden inflow of requests and stay at the top of their queue in the Zoho Desk mobile app.

Handling AHT  

Sometimes, agents at Omniserve are delayed by other tasks, causing a few tickets to remain unresolved for longer, which affects their ticket handling time metrics. By enabling the Zoho Desk mobile widget, they can stay instantly updated on the number of open, closed, and on-hold tickets, all at a glance.

Handling workload  

While handling multiple tickets, Kristen checks her peer's ticket list and discovers that her teammate has an overwhelming number of tickets. The agent details in the Zoho Desk mobile app allow users to check ticket stats for a selected agent, which can enable ticket reassignments. By redistributing tickets based on the status and strengths of service representatives, one member can handle billing issues, and another can handle technical troubleshooting.
With the smart tips on the Zoho Desk mobile app, Omniserve enhanced teamwork, resolved customer queries, and fostered better collaboration across teams.

Tips at a glance

  1. Share tickets without hassle from the Zoho Desk mobile app.
  2. Auto refresh ticket lists to ensure agents do not miss a sudden inflow of requests and stay at the top of their queue. 
  3. Enable the Zoho Desk mobile widget to keep track of tickets and their statuses.
  4. Agent Details in the Zoho Desk mobile app allows users to check the load of a selected agent, to share the load, and to empower customer support.
Reference to part 1

As we continue to support you with features and tips to keep your support operations strong, we also wish you a fulfilling New Year, 2026.


    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    • Recent Topics

    • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

      Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

    • I need to know the IP address of ZOHO CRM.

      The link below is the IP address for Analytics, do you have CRM's? IP address for Analytics I would like to know the IP address of ZOHO CRM to allow communication as the API server I am developing is also run from CRM.

    • Which WhatsApp API works seamlessly with Zoho CRM?

      I’m exploring WhatsApp API solutions that integrate seamlessly with Zoho CRM for customer communication, lead nurturing, and automation. I would love to hear insights from those who have successfully implemented WhatsApp within Zoho CRM. My Requirements:

    • Allow people to sign a zoho form by using esign or scanned signature

      Allow people to sign a zoho form by using esign or scanned signature

    • Button to Reapply Filters on Sheet(s)

      I wrote a macro that I attached to a button to reapply the filters on all my sheets and it says it works, but it doesn't actually do anything. What is wrong with it? Is there another way? Or even make it work for one sheet? Sub UniversalFilterRefresh()

    • Outlook - Zoho CRM Calendar Integration

      I'm facing an issue integrating Outlook with Zoho CRM. Has anyone successfully connected their Outlook to Zoho, and are all your meetings and emails being captured correctly in the CRM? Any insights or troubleshooting tips would be appreciated

    • Zoho CRM for Everyone's NextGen UI Gets an Upgrade

      Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

    • Zoho OAuth Connector Deprecation and Its Impact on Zoho Desk

      Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services

    • How to drag row(s) or column(s)?

      Hi. Selecting a row or column and then dragging it to a new position does not seem to work. Am i missing something or this is just not possible in Zoho Sheet? Cheers, Jay

    • Flexible Partial-Use Coupons (Stored Value Credits)

      Subject: Feature Request: Ability for users to apply partial coupon balances per transaction Problem Statement Currently, our coupons are "one-and-done." If a user has a $50 coupon but only spends $30, they either lose the remaining $20 or are forced

    • Unable to Assign Multiple Categories to a Single Product in Zoho Commerce

      Hello Zoho Commerce Support Team, I am facing an issue while assigning categories to products in Zoho Commerce. I want to assign multiple categories to a single product, but in the Item edit page, the Category field allows selecting only one category

    • ZOHO Desk - Description of slave ticket disappeared after Merge

      Dear Support, On Zoho Desk the description of a ticket disappeared after merging two ticket. The one which was the slave one completely disappeared. The problem that in this description there was an image which i had only on Desk in that ticket. Could

    • How do I add todays date to merge field

      I don't see any selection of todays date when creating a letter. Surely the date option of printing is standard? John

    • local file csv import problem

      The issue occurs when I upload a CSV file via Databridge. In the preview, everything looks correct — the values are in the proper columns. However, after clicking Import, the first column becomes empty, and the values from that column appear in a new

    • Add Ticket button in Home view

      When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.

    • Polish signer experience to compete with docusign

      I would like to suggest that someone spend the little bit of time to polish the signer experience, and the email templates to more of a modern professional feel. They are currently very early 2000s and with some simple changes could vastly improve the

    • Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

      Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

    • Uplifted homepage experience

      Hello everyone, Creating your homepage is now much easier, more visual, and more impactful. Until now, your homepage allowed you to display custom views, widgets, analytic components, and Kiosk. With the following improvements, the homepage is now a smarter,

    • Add an background image to an email template in CRM

      Hi all, We wants to put an background image behind all our email templates. Is there a way to import this thru html. If i put the option background image in <body style="background-image:...</body> and i look to the preview it shows our background, but

    • Tracking Emails sent through Outlook

      All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But

    • Whats that

      Price?

    • Crossbeam

      Does anyone use Crossbeam with their Zoho CRM? I'm looking for a way to import Crossbeam partner leads into Zoho CRM. If so: - What's your experience been like? - Are you able to automatically import Crossbeam leads > Zoho CRM? How? - What doesn't work

    • The same Contact associated to multiple Companies - Deals

      Hi, I would like to know if there is an option to associate the same contact with multiple companies (two or more) deals, using the same contact details for all. This is because we have contacts who are linked to different companies or branches of the

    • How to Print the Data Model Zoho CRM

      I have created the data model in Zoho CRM and I want the ability to Print this. How do we do this please? I want the diagram exported to a PDF. There doesnt appear to be an option to do this. Thanks Andrew

    • What is the easiest way to move Hotmail emails to an IMAP server?

      The easiest way to move Hotmail (Outlook.com) emails to an IMAP server is to add your Hotmail account directly to any email client that supports IMAP, then copy the messages across. This avoids paid tools and keeps the process simple. Fastest free method:

    • Convert invoice from zoho to xml with all details

      How to convert an Invoice to XML format with all details

    • Export all of our manuals from Zoho Learn in one go

      Hi, I know there's a way to export manuals in Zoho Learn, but I want to export everything in one go so it won't take so long. I can't see a way to do this, can I get some assistance or is this a feature in the pipeline? Thanks, Hannah

    • Portals-Adjust Column Sizes

      I am trying to adjust the column widths in Portals tabs. Columns that don't need to be wide are wide and longer ones are very short. I thought adding more to the digits box in Edit would widen them, but it doesn't. Anyone know how to adjust these?

    • Add link/button to open approved record from approval list and detail views?

      Hi, How do I allow users to click on an approval record and open that submission? For example, userA submits a quotation then userB approves/rejects. They both can see the quotation on "completed task" list & detail views, but there's no way for them

    • record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books

      record submitted from creator and invoice is creating in books , but the workflow of books is not tiggering on create of record in books headermap = Map(); headermap.put("X-ZOHO-Execute-CustomFunction","true"); response_inv = invokeurl [ url :"https://www.zohoapis.com/books/v3/invoices/fromsalesorder?salesorder_id="

    • Prevent editing of a record after getting approved/rejectedr

      Hi, I'd like to block any user from editing a record after it was approved or rejected, how can I do that?

    • Formula Field/Campo de Fórmula

      Hello everyone, I have a purchase requisition form in which each department submits a request, and the request is automatically routed to the person responsible for that department. In this form, I have several fields with the following link names: Quantidade1,

    • Free Webinar: Zoho Sign for Zoho Projects: Automate tasks and approvals with e-signatures

      Hi there! Handling multiple projects at once? Zoho Projects is your solution for automated and streamlined project management, and with the Zoho Sign extension, you can sign, send, and manage digital paperwork directly from your project workspace. Join

    • Formatting Problem | Export to Zoho Sheet View

      When I export data to Zoho Sheet View, ID columns are automatically formatted as scientific notation. Reformatting them to text changes the actual ID values. For example, 6557000335603071 becomes 6557000335603070. I have attached screenshots showing this

    • Introducing Workqueue: your all-in-one view to manage daily work

      Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

    • Feature Request - The Ability to Link A Customer with a Vendor

      Hi Finance Suite Team, Many businesses buy and sell products from the same companies or individuals. For example, a car sales business may buy a car from a member of the public, and that member of the public may also buy a new car from us. This makes

    • Long table name (sync from Zoho Creator)

      Dears, How can I remove the suffix in parentheses? These tables are synced from Zoho Creator and are treated as system tables, so their names cannot be changed. This issue makes the aggregation formulas look awful.

    • CRM limit reached: only 2 subforms can be created

      we recently stumbled upon a limit of 2 subforms per module. while we found a workaround on this occasion, only 2 subforms can be quite limiting in an enterprise setting. @Ishwarya SG I've read about imminent increase of other components (e.

    • Contact data removes Account data when creating a quote

      Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add

    • [Free Webinar] Learning Table Series - Streamlining incident management process with Zoho Creator

      Hello everyone, We’re excited to invite you to another edition of the Learning Table Series webinar. As you may already know, we've moved to a purpose-based approach in the Learning Table Series this year. Each session now focuses on how a Zoho Creator

    • Next Page