Working with Tickets in the Android App

Working with Tickets in the Android App

The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process.
Now that we are familiar with terms, such as ticket and ticket management, let us quickly get into the details of managing tickets.

Managing Tickets

Create Starred Ticket Views 

You can not only view starred ticket views but can also create a starred view using the Zoho Desk mobile app.
To create starred ticket views, perform the following steps:
  1. Click the hamburger menu icon at he upper-left corner of the home screen.

  2. Notice that all starred ticket views are displayed at the top of the tickets views list.

  3. Long press a ticket view.
  4. Click Star to mark the ticket view as starred view.
Searching for Departments and Tickets

Searching for Departments

How to search for a department
  1. On the home screen, click the hamburger icon at the upper-left corner.
  2. In the displayed screen, click the Department drop-down arrow, as shown in the image below.

  3. From the displayed list of departments, select the required department.
  4. Notice that the tickets related to the selected department is now displayed for you.
  5. You can also select All departments to view tickets from all departments. This option is applicable for feeds and also tickets.

Searching Tickets

How to search for a ticket
Go to one of the ticket view page.
  1. Click the magnifying glass icon. 

  2. In the Search Tickets field, do one of the following.
  3. Click inside the text field, enter the search text.
  4. Then, click the search filter icon at the upper-right corner of the page.
  5. Choose either from all departments or from the current department.
  6. From the displayed list of tickets, select the required ticket.

Filtering Tickets

Users can filter and view their tickets in the mobile application based on the following criteria:
  1. Department
  2. Agent
  3. Status
  4. Due Date
  5. Priority
  6. Channel
  7. Received In
To filter the tickets
  1. Open the Tickets module.
  2. Click the Filter & Sort icon.
  3. Select Filter.

  4. Choose the filtering criteria.
  5. Click Apply.

How to perform a voice search
  1. Click the mic icon in the search field.

  2. In the dialog that appears, choose 'Yes' to proceed further.

  3. Dictate your search text.

  4. Once voice input is stopped, the results are displayed.
For information on how your voice input is processed, please refer to Google's privacy policy. Visit https://myaccount.google.com/intro/activitycontrols for managing your data.

Searching for Ticket Views

How to search for a ticket view
  1. On the home screen, click the hamburger icon on the upper-left corner.
  2. In the displayed screen, scroll down to see all the tickets views. 
  3. From the listed views, select the required view.
  4. You can view the tickets pertaining to that particular view. 

Adding Tickets

How to add a ticket
  1. On the home screen, click the add icon at the bottom-right corner of the screen, as shown in the image below.

  2. In the Add Ticket page, click the three dots (More icon) at the upper-right corner of the page.
  3. Select Templates

  1. Choose the required template from the displayed list of templates.
  2. You can notice that some fields are auto-populated per the template that you have chosen .
  3. Enter the other details in the Add Ticket page, as shown in the image below.

  4. In the Description field, you can edit your text content using the Rich Text Editor.

  5. Click the Attachment icon to directly attach a file to the ticket.
  6. Select Refresh Layout after clicking the three dots to update the fields as and when you make changes to the fields.
  7. In the Description field, you can enter a description using Rich Text editor.
  8. Click the right mark at the upper-right corner to save the ticket.

Send as email

If this option is enabled in web application settings, the Send as email option in the mobile application is enabled in the ticket creation page, where, the customer receives a copy of the ticket as an email.
            

Setting Ticket Due Date

You can set the due date of a ticket while creating a ticket and change it later using the edit option.
However, you can also use the following steps to directly change the ticket due date: 
  1. In an open ticket, click the Set Due Date drop-down arrow.
  2. In the displayed calendar, set the due Date and Time of ticket resolution.

Setting Ticket Status

You can set the status of a ticket while creating a ticket and change it later using the edit option.
However, you can also use the following steps to directly change the ticket status: 
You can set the status of a ticket using the following steps:
  1. In an open ticket, click the status drop-down arrow.
  2. In the displayed list of statuses, select the required status.  

Setting Ticket Priority

You can set the priority level of a ticket while creating a ticket and change it later using the edit option.
However, you can also use the following steps to directly change the ticket priority: 
You can set the priority of a ticket using the following steps:
  1. In an open ticket, click the priority drop-down arrow.
  2. In the displayed list of levels, select the appropriate one.

Ticket Actions

You can perform the following action on a ticket using the more actions icon.
          

Actions
Enable you to
Edit ticket
Edit existing details in the ticket
Move
Move the ticket from the existing department to another
Revoke Blueprint
Revoke a blueprint which is already applied to a ticket
Delete 
Delete the ticket
Spam
Mark the ticket as spam
Followers
Add other agents as followers to the ticket
Apply Macro
Choose macros that you can apply to a ticket
Approvals
Add an approver or approvers for an action
Facebook reply
Reply to the comment via Facebook
Twitter reply
Reply to the Twitter comment via Twitter
Twitter direct message
Send direct message to the contact via Twitter
Reply
Reply to the ticket comment
Forward
Forward the ticket to another agent
Tags
Add tags to add more context to the ticket
Marketplace
View a list of tickets followed in your account
Share URL
Share the ticket URL with another agent 
Share Ticket
Share tickets with other departments
Closure Notification
Send a copy of the closed ticket to the end user

Viewing Ticket Details, History, Articles, and Timeline

  1. Open a ticket.
  2. Click the hamburger icon next to the due date status.
  3. Select the Details tab to view ticket details.
  4. Similarly, click the History tab to view the history of the ticket.

  5. Click Articles to view suggested articles for this particular ticket. You cannot add an article but can view, copy and paste, and share the articles.
  6. Click the TimeLine icon tview the Subject, Ticket Owner, and Status of the tickets received from the customer. You can view the tickets received from the customer over the recent past. It will fetch the tickets received from a contact and presents them in chronological order. If there aren't any prior tickets, the timeline will display the current ticket. 

Editing Tickets

How to edit a ticket
  1. Open a ticket that you want to edit.
  2. Click the more actions icon, and select Edit Ticket.

  3. Edit the required fields.

  4. Click the right mark at the upper-right corner.

Spamming or Deleting a Ticket

You can directly mark a ticket as spam or close a ticket using the more icon at the upper-right corner of a ticket.
How to mark a ticket and contact as spam
  1. Click the more icon at the upper-right corner of a ticket.
  2. Select Spam.
  3. A pop-up message appears to confirm if you want to mark only the tickets as spam or mark the contact also as spam.
  4. If yes, click OK.
How to delete a ticket
  1.  Click the more icon at the upper-right corner of a ticket.
  2. Click Delete.
  3. Click Delete in the pop-up box to confirm deletion of the ticket.

Sharing URL and Adding Followers

You can share the URL of a ticket with other agents using the  Share URL option. You can add other agents as followers to your ticket using the  Followers option.
How to share ticket URL
  1. Click the more icon at the upper-right corner of a ticket.
  2. Click Share URL.
  3. Choose one of the options displayed in the image below.

How to add followers to a ticket
  1. Click the more icon at the upper-right corner of a ticket.
  2. Click Followers.
  3. Search for agents whom you would like to add as followers to the ticket.

Adding Approvals and Applying macro

You can add approvers to your ticket and submit for approvals. You can also choose macros that you can apply to a ticket. 
How to add approvers to a ticket
  1. Click the more icon at the upper-right corner of a ticket detail page.
  2. Click Approvals.

  3. Click the Add icon in the approvals page.

  4. Select the approver, enter a subject line, and enter a description for the approval in the Submit for approval page.

  5. Click Done once you enter all the details.
  6. Click the filters icon in the Approvals page, and pending approvals or all approvals to see the approval requests for the ticket.
How to apply a macro for a ticket
  1. Click the more icon at the upper-right corner of a ticket detail page.
  2. Click Apply Macro.

  3. From the displayed list of macros, select a macro that you want to apply to a ticket.

  4. Or, click search to search for a macro.

Blueprint for Status

You can apply the blueprint option only to the status field of a ticket. It will not affect any other field in the ticket.
How to view blueprint information
  1. Open a ticket.
  2. Click the current state icon on the ticket details view page.
  3. In the Current state pop-up, you can view the transitions in the blueprint.

  4. Click the Blueprint info button.
  5. View the details pertaining to the blueprint on the page. You can only view the information but cannot add information on the mobile application. You can do so only in the web application.

How to change transition
  1. Click the current state icon on the ticket details view page.
  2. In the Current state pop-up, you can select a transition, which opens the respective transition information page.
  3. Select the required options from the displayed list of pick list, multi-select picker, due date, assignee, attachment, and so on based on the transition requirements that you set on the web application.
  4. Click Next transitions and select the appropriate transition options that you want to set.
How to revoke blueprint 

To revoke a blueprint which is already applied to a ticket, perform the following:
1. Click the more actions icon and select Revoke Blueprint .

2. Observe that the blueprint options for the ticket disappears and the status changes to regular ticket status.
Strict mode in blueprint
When you enable strict mode in the web app for a blueprint, you will not be able to perform any action in the ticket view mode. This is because, all the fields will be locked when strict mode is enabled in web. Refer to the image below.


Closure Notification


Click the more actions icon and turn on the toggle button of the Closure Notification.
If this option is enabled on web, then, you can send a copy of the closed ticket to the end user.

Twitter and Facebook Direct Messages

You can send direct messages to your end user via Twitter or Facebook.
Twitter messages
  1. You can open a ticket and click the Twitter logo at the bottom right corner.

  2. Or, you can click the more actions icon and select Twitter Direct Message.

  3. Enter a message in the Twitter Direct Message and click the Send button.

  4. You can also click the more action icon and select Twitter reply to only send a reply to a comment.
Facebook messages
  1. You can open a ticket and click the Facebook logo at the bottom-right corner.

  2. Enter a reply in the Facebook reply page and click Send.

Assigning an Agent

You can assign an agent to a ticket at two stages. They are as follows:
  1. Assign an agent when creating a ticket.
  2. Assign an agent to an unassigned ticket.
How to assign an agent to an unassigned ticket
  1. Open an unassigned ticket.
  2. Do one of the following two options:
    • Click the  Assign Agent/Add Agent icon at the upper-right corner.
    • Click the more icon at the upper-right corner of a ticket, and then select Assign.
    • Click and hold a ticket that is listed in one of the ticket view columns, and then select Assign in the pop-up actions.
  3. In the  Assign To page, select one of the following.
    • Agents - Assign an agent directly to the ticket
    • Teams - Select a team to which you want to assign a ticket
  4. The image of the selected agent will be displayed in the placeholder.

Bulk Actions

You can select a maximum of 50 tickets only for the bulk actions.
Merge
You can merge a maximum of three tickets at a time.
To merge tickets:
  1. Long press a ticket and then click the other two tickets that you want to merge.
  2. Then, click the Merge icon at the top of the page.
  3. In the Merge Tickets page, select the master ticket out of the selected tickets for merge action.
  4. Enter a subject for the merged tickets.
  5. The, for each ticket ticket field, select the master data that you want to retain.
  6. Once you are done, click the Done.
  7. Click OK in the confirmation message.
Assign
You can select all tickets that you want to assign to an agent and then assign them all in one go with just a click.
To bulk assign tickets:
  1. Long press a ticket and then select the other tickets that you want to assign. 
  2. Click the Assign icon at the top of the page.

  3. Select the agent to whom you want to bulk assign the tickets in the Assign To page or select a team.
  4. Notice that a confirmation message appears at the bottom of the page.
Close
You can close a maximum of 50 tickets at a time.
To close tickets:
  1. Long press a ticket and then select the other tickets that you want to close.
  2. Click the Close icon at the top of the page or click the more actions icon and then select Close.
  3. Click OK in the confirmation message that appears.
Spam
You can mark a maximum of 50 tickets at a time. 
  1. To spam tickets, long press a ticket and then select the other tickets that you want to mark as spam. 
  2. Click the more actions icon and then select Spam.
  3. In the Mark Tickets as Spam pop-up, select the Mark the associated contact also as spam to spam the contact.
                
Delete
You can delete a maximum of 50 tickets at a time. 
To delete tickets:
  1. Long press a ticket and then select the other tickets that you want to close. 
  2. Click the more actions icon and then select Delete.
  3. Click Delete in the confirmation message that appears.
In All Departments view, you cannot merge tickets. Also, you cannot revert to the older version.
You can add a resolution to a ticket, enter the number of hours/minutes that you worked on the ticket, and also send attachments to a ticket using the related information options.
You can click the icons highlighted in the below image to perform the tasks directly. You can can expand the section using the drop-down arrow and choose to perform the following tasks.

  • Time Entry - Click the  icon, and in the displayed Add Time Entry page, enter the required details and then click Save.

  • Attachment - Click the  icon and then click the add attachment icon at the lower-right corner of the page.

    Select the required file that you want to attach to the ticket and click upload.

  • Resolution - Click the  icon and then in the displayed Resolution page, enter a resolution for the ticket. You can select the Notify contact checkbox to notify the contact when a resolution is added to the ticket. And once you are done, click Done at the upper-right corner of the page.

Attaching a file to a Ticket

  1. Open a ticket.
  2. Click the attachment icon.
  3. In the Attachments page, click the plus icon at the lower-right corner.
  4. Select the required file and click Upload.
  5. You can choose to set the attachment as public or private. Click the more icon at the upper-right corner of the page and choose either Public or Private.
  6. Click the more actions icon for an attachment and choose to do one of the following actions shown in the image below.

Deleting an attachment

To delete the attachment:
  1. Click and hold the attachment for selection. 
  2. Click the Delete icon.

Understanding the Different Ticket Views and Modes

Zoho Desk allows you to view the conversation details in a ticket in three different ways. You can view the details either as threads, conversation, or comments. 

Conversation View
The conversation view is where the thread exchanges and the comments are displayed in one place, making it easier for you to understand the context of a ticket. You can read through the conversations and the related comments inline without switching between the tabs. You can differentiate between a thread and a comment with certain subtle visual cues. Tickets open to the Conversation View when you access them for the very first time. However, you can switch between the views.

Thread View
All email exchanges between you and your end user are grouped into threads. These threads are listed chronologically where the latest interaction stays at the top.
You can reply, reply all, forward, and also print the email messages. To do so, click the more icon, and then select the required action.

How to reply or create a draft message
  1. Click Reply shown in the below image.

  2. In the Compose page, enter your message.

  3. Click more actions icon to view the following actions shown in the image below.
  4. Click Articles from more actions to view suggested articles for this ticket.
  5. Click Templates from more actions to change the template for your message.
  6. From the displayed templates, choose a template of your choice.

  7. Click Snippet from more actions, select a snippet from the displayed options.

  8. Notice that the selected snippet in added to the compose page.
  9. Then, either check or uncheck the Private option to make the email private or public, respectively. 
  10. Click Save Draft from more actions to save your message as a draft, if required. You can resume working on this email or send to a recipient at a later stage. To do so, click the back button at the upper-left corner of the screen, highlighted in the below image. 

  11. Then, click Save in the pop-up message, as shown in the image below.

How to split a ticket
When a tickets with two requirements comes to an agent, the agent can split it between departments, teams, and agents. To split a ticket, perform the following steps:
  1. Open a ticket that you want to split.
  2. Click the more actions icon and click Split as new ticket.
  3. Click Split in the confirmation message that appears.

How to view a draft message
To view a ticket that has a draft message, perform the following steps:
  1. Click the Drafts icon at the lower-left corner of a ticket to directly edit the draft message.
  2. Or, click the more icon and choose one of the options displayed in the image below.

  3. You can click Send Draft to directly send the message to the recipient without editing the message.
  4. If required, edit the draft message, and then click the Send Now button to send the message to the recipient after editing.

Comments View

You can view the all existing comments in a ticket.
To add a comment to a ticket, do the following steps:
  1. Click the Comments icon at the upper-right corner of a ticket.

  2. In the Add Comment page, enter your comment.
  3. Check the Private checkbox if you want to make your comment private, that is, the comment will be displayed only to the support team. The comment will remain public, that is, the comment will be displayed in customer portal, if the checkbox is unchecked.      
  4. Click the send button at the upper-right corner of the screen.
  5. You can also edit or delete a comment. To do so, click more actions, and then select the required action in the pop-up menu.

Zia Keywords

Zia can help you automatically add tags to tickets. She scans every incoming response and identifies the key phrases from the response. These key phrases are added to the incoming ticket threads. The key phrases from each incoming response are then intelligently grouped into a tag and added to the ticket. 
To view zia keywords in a thread, perform the following steps:
  1. In the ticket details page, open a thread conversation.
  2. Click the # symbol that you see near the time stamp of a thread.
  3. A pop-up with the thread-level keywords appear at the bottom of the screen.

Sentiment Analysis

Zia scans the content of every incoming customer response and categorizes them into a positive, negative, or neutral tone and shows the keyword aspects that convey this tone. This helps you prioritize the tickets that have a negative tone and tailor your responses appropriately.
            

You can track the sentiment on tickets from two locations:
  1. Ticket List - An aggregation of the overall sentiment is displayed alongside individual tickets.
  2. Ticket Details - The sentiment of every incoming ticket response is displayed along with the keyword attributes.
    Please refer to the image below to see the 3 types of sentiments, happy, neutral, and sad, respectively.


Tickets View Modes

Tickets view mode in Zoho Desk enables you to view support tickets in three different modes. 

List Mode

In List mode, you can view the support tickets one below the other. Tickets in this mode will automatically move to the top of the list, so you can stay updated without having to hit the refresh button. 

Countdown Mode

The Countdown mode help you see which tickets need your attention and prioritize appropriately. It also helps you identify and anticipate peak times as well as quickly close tickets that are about to become overdue. The countdown ticket columns are dynamic—that is, a ticket will move from one column to another based on ticket submission time.

Handshake Mode

The Zoho CRM Queue Mode orders your help desk tickets into columns based on customer type in Zoho CRM, allowing your support team to focus on support. The support tickets are quickly examined for their contact type in Zoho CRM and added to the appropriate column. Typically, a ticket's column is determined based on the contact's email address or their phone number in Zoho CRM.

Status Queue Mode

You can view tickets based on the status of the tickets.
            

Actions you can perform in all the modes

You can click and hold a ticket for a second or two and then do all of the following:
  • Move - Move the ticket from one department to another.
  • Close - Close the ticket.
  • Assign - Assign the ticket to an agent.
  • Pick Up - Pick up the ticket as an agent.

Managing Activities

Activities comprise tasks that are performed by the agents and events that are conducted for the customer like presentations, product demos, meetings, and more. Tickets can be associated with these Activities. You can add, edit, and delete activities of a ticket and also assign them to agents and teams as required.

To add activities to a ticket
  1. Go to the Tickets module.
  2. Open a ticket.
  3. Click the Activities icon in the sub-tabs.

  4. Click the Add icon at the bottom-right corner of the page.
  5. Choose Events/Tasks.
  6. In the Add Task/Events page, enter the required details.
    Click Refresh Layout, if you want to clear all fields.
  7. Click Done.

To add comments to the activity

  1. Go to activities within a ticket.

  2. Open the activity.

  3. Inside the Comments tab, click the Add comment icon in the bottom-right corner of the page.

  4. In the Add Comments page, enter the comment.

  5. Click Attach File to add an attachment to the comment.

  6. Click the send icon to add the comment.


To add attachment to the activity

  1. Open the activity inside a ticket.

  2. Select the Attachments tab.

  3. Click the Add Attachments icon on the lower-right corner of the page.

  4. Select a file that you want to attach.
    You need to allow storage permission to make an attachment.

  5. Click upload.

Adding time entry to an activity
The time entry can be added manually in the Time Entry tab. Alternately, the stop watch can be used to record the time spent and added  to activity.

To add the time manually

  1. Open the activity.

  2. Select the Time Entry tab.

  3. Select the add time icon in the bottom.

  4. In the Add Time Entry page, fill in the required fields.

  5. Click Done.

To use the stop watch

  1. Open the activity.

  2. Click the clock icon on the top.

  3. Use the start and pause icons to record.

  4. Click Stop icon to save the entry.

Filter and sort activities

Following options can be used to filter activities:

  • Upcoming activities

  • All

  • Spam

To apply filter to activities of a ticket

  1. Go to the activities inside ticket.

  2. Click Upcoming Activities drop-down.

  3. Select the filter to apply.

Sorting of activities can be done based on the following criteria:

  • Created Time

  • Due Date/ Start Time

  • Oldest first

  • Latest first

To sort the activities of a ticket

  1. Go to activities inside ticket.

  2. Click the sort icon on the top-right corner.

  3. Select the sort type.

  4. Click Done.


To assign, delete or complete an activity

  1. Go to activities within a ticket.

  2. Swipe the activity to the left to open the actions menu.

  3. Click Assign to open the Assign To page.
    Click Delete to delete the activity.
    Click Complete to mark the activity as Complete.


                

Note: You can reopen a completed activity by swiping it left.

Universal Linking

You can directly open Desk URLs from chats, notes, and so on instead of opening them in the browser. 

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