Zoho Desk Mobile App and Data Synchronization

Hello,

Is anyone have a similar problem with Zoho Desk Mobile? I have a customer who has about 600 Accounts on file; everything is OK while they use the web version, but when it comes to the mobile app, there is a problem with the data synchronization.

When Zoho Desk Mobile is installed for the first time, there are no records; they have to be pulled from the server, which is natural. The problem is that it seems like it does not pull all the records by itself. So when the new technician installs the app on their phone, it will not have all the accounts.

I've requested the Zoho Desk Mobile team, and here is the answer I've got:

Update from our mobile team:

when the tickets are accessed from within the Desk app, the contact info will be downloaded from the server (desk.zoho.com) and the same will be displayed within the 'Contacts' section of the Desk mobile app.

Also, when a ticket is accessed from the mobile app, the associated contact will be downloaded from the server and will be available with the contacts section of the mobile app.

In addition to the above, when you carry out a search for a contact record and if it is not available in the mobile app, the respective contact info will be downloaded from the server(desk.zoho.com) and the same will be displayed within the 'Contacts' section of the Desk app, which can be used/ accessed in the future as well.

In addition, apart from accessing tickets, while scrolling down through the ticket list, the respective contacts associated to the tickets will also be downloaded and displayed within the 'Contacts' section of the Desk mobile app, which can be accessed from the mobile app in the future as well.

I comprehend why it is so; managing the large lists can slow down the cheap phones and all that. But is there a way to override that behavior?

I would greatly appreciate any advice. The customer also understands why it is so, but they want to have all the Account/Contact records on any phone with Zoho Desk, even if there are no tickets for these records.

Thank you all!

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