Android
Adding Accounts, Views, and Account Detail Page
An account represents a company or a department within the company, for which the organization provides customer support. An account can be associated with contacts within the company who submit support tickets through one of the many channels ...
Adding Contact, Views, and Contact Detail Page
Contacts, also known as end-users, are customers who are using the product or service. They can submit support tickets from different channels (enabled in the organisation's Zoho Desk account), read KB articles, and track the status of their tickets ...
Updating ticket using Blueprint
Blueprint helps businesses set up a step-by-step process to manage tasks like ticket resolution. By following a defined process, agents can ensure that important steps are not missed, tasks are handled consistently, and teams can easily track the ...
Scanning and Attaching Documents in Desk
The Zoho Desk app opens the door for easier navigation of tickets and addressing customers' concerns quickly. The app allows them to attach data in the form of photos, files, voice notes, scribbled notes, and documents to the tickets, comments, and ...
Pinning comments and threads in tickets for Android app
Finding important comments or threads in a ticket can be challenging, especially with many conversations going on. Pinning the comments or threads helps solve this problem by keeping them at the top, making important information easy to access ...
Setting Portal Access Restriction in Mobile App
In Zoho Desk, admins can create different portals to store and manage customer requests and business-related information. Portals are particularly useful when there are different business verticals or products that are managed by one organization. ...
File Encryption in Android App
Zoho Desk, as a ticketing software, manages numerous attachments to effectively resolve and address customer issues. Since these attachments often contain sensitive information, securing them is crucial. In the Zoho Desk Android app, the File ...
Using Snippets in Android app
Agents need to be able to respond to multiple tickets quickly and accurately. Doing this efficiently can be challenging because each response must be consistent and follow the organization's standards. Snippets are pre-written responses or canned ...
Sending Scheduled Reply to Tickets in Android
Scheduled Reply helps businesses simplify customer communication strategies. It allows you to compose messages and set them to be sent later at the customer's preferred time. This means agents can draft responses at their convenience, guaranteeing ...
Setting Default Work Modes for Tickets
Efficiency is key when it comes to managing customer questions and support tickets. And Default Ticket Listing in Zoho Desk is designed to enhance this efficiency. It allows users to streamline ticket management by setting their preferred mode ...
Database Encryption
What is database encryption? Data encryption transforms digital information from plain text into an indecipherable format known as ciphertext. This process of encoding (transforming) data uses what is known as a “Database password key”–a piece of ...
Checking Your Notifications
Zoho Desk provides a standard set of notification rules that can be used to notify about specific actions to the customers and agents. In the mobile app, you can only view notifications; setting notification rules is not possible from the mobile app. ...
Collaborating Using Feeds
Feeds in Zoho Desk is a feature that helps you find a collection of status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning tasks, and so on. To know more on feeds, read Team Feeds - The ...
Managing Zoho Desk Settings in the Android App
Be it aesthetic appearance or user, product, project, or customer requirement, the need for change is unending. Hence, we at Zoho Desk understand the need for providing Settings as an option to provide users with the ability to make some changes to ...
Working with Tickets in the Android App
The Zoho Desk Android App simplifies the process of resolving customer issues by transforming each concern into a ticket. In order to ensure that no client inquiry is left unaddressed, this user-friendly app allows agents to manage tickets smoothly. ...

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