Replying to Tickets - Desk| Mobile

Replying to Tickets in Android

Agents can reply to tickets either from the More icon  or using the Reply icon  in the ticket page. They can also reply using the more icon in the threads. 

Sending Emails to Non-Domain Recipients

When support reps collaborate and compose or reply to tickets, email threads can include both internal contacts and external recipients.When composing replies, support reps may accidentally add a recipient from a different organization to the TO, CC or BCC field instead of adding a teammate. This can expose internal ticket details or customer information to unintended recipients, creating data security risks and compliance concerns meanwhile reviewing every address manually makes it harder to identify when sensitive information may be shared outside the organization.

Zoho Desk visually distinguishes recipients whose email addresses use external domains by highlighting them in color. Support reps can verify recipients across all entry points—including ticket replies, scheduled replies, and blueprints—before finalizing communication.
Notes
Note: The permission to enable domain differentiation should be set in web. Read to know more about enabling domain differentiation. 

To send a reply with non-domain recipients 

  1. Open a ticket and tap Reply.
  2. Add recipients to the To, CC, or BCC fields.
  3. Compose your message and tap Send.
  4. If a non-domain recipient is present, the email address appears in a different color, and an alert displays: "You have added non-domain recipients to this email."
  5. Review the recipients and tap Send to confirm, or tap Cancel to edit the recipients.

Actions while sending tickets

Agents can send replies immediately to the respective contact using the Send option. They can also schedule the reply for a later time allowing agents to compose messages to be sent at the customer's preferred time. 
Agents can close tickets while replying to their customers using the Send and close option. They can also select a status while sending a reply to update the ticket status simultaneously using the Send and update option. 


Actions in Ticket Conversation

Reply

Agents can reply directly to the ticket contact using this option. 

Reply all

Agents can keep every contact involved in the conversation posted about the ticket updates by automatically adding the secondary contacts as CC using this option. Even if removed from the CC field, the secondary contact will be able to see the entire ticket and the subsequent replies added to the ticket through the help center. They can be restricted from seeing the ticket only if they are removed from the secondary contact field.  

Forward

Agents can share the ticket with recipients who are not a part of the conversation using this option. They can involve other teams to solve the issue without adding them to the conversation. 

Splitting tickets

When a ticket carrying multiple conversations that have two or more requirements comes to an agent, the agent can split the ticket to route it to different departments, teams, and agents so that they can simultaneously work on the ticket to find a resolution quickly.


  1. Split as a new ticket option is not available for ticket description and agent reply, it is only available for incoming responses. 
  2. Split as a new ticket will only convert that individual reply from where the ticket was split in the new ticket. It will not carry forward all the threads following that reply into the new ticket. 

Print

Agents can print the entire ticket conversation for physical reference. 

Pin 

Agents can pin an important thread at the top of the ticket conversation for easy access. 

Templates, articles, and snippets

Effective communication is important for businesses. Zoho Desk provides a couple of predefined or the option to create email templates, snippets, and articles that can be used to simplify communication for the customers and agents.

Using snippets in Android 

Snippets are pre-written responses or canned messages that can be easily inserted into email replies to tickets. They save time and ensure that all agents provide consistent answers to common questions or issues. 
In the Android mobile app, agents can perform the following actions within snippets:
  1. View: Agents can view the snippets they create and those that are shared with them.
  2. Insert: Agents can include snippets directly in their messages when replying to tickets.
  3. Sort: Snippets can be sorted based on their name or the time they were created or modified.
Notes
Snippets can be created only through the web application. 

 To view and use snippets  

  1. Open the Zoho Desk app.
  2. Navigate to the desired ticket.
  3. Tap the More  icon .
  4. Select Reply or Reply All.
  5. Tap the More  icon .
  6. Select Snippets and access either My Snippets or Shared Snippets.
  7. Tap on the snippet you wish to use.
  8. Tap Send or use the drop-down menu  to select Schedule or Send & Close.
Alternatively, agents can also type the name of the snippet in the compose screen and tap on the reply editor  to insert the snippet. 

To sort snippets 



Using email templates

Email templates can be used to send Email notifications to the customers and agents as it will reduce the time taken to draft a response. 

Agents can also set the frequently used email templates as default.  

To set a template as default

  1. Open the Zoho Desk app and select the ticket you want to respond to. 
  2. Tap the Reply icon. You will be redirected to the compose screen. 
  3. Alternatively, users can also tap the More icon in the reply thread and select reply or reply all to be directed to the compose screen. 
  4. Tap the More icon and select Templates. 
  5. Tap the Arrow icon near any template to see the template preview. 
  6. Tap the More icon and select Set as default.
The selected email template will be set as the default template. 

Using articles 

Articles offer solutions to product or service-related queries. The users can create articles related to their product or service and group them under custom sections for ease of access and link them with the tickets so that the agents can achieve solutions more quickly.