Create Starred Ticket Views 

To create starred ticket views

1. Tap on the Hamburger menu  at the upper-left corner of the home screen.
   
2. Tap on the Tickets module.
   
3. On the Tickets module, tap the Views' list. First, a list of Starred Views, followed by all other list views, is available.
   
   
4. Tap on the Edit icon in the top-right corner to rearrange views and mark the frequently used views as starred views.
   
5. Tap the Star to mark the ticket view as starred view and save.
   

Searching for Departments and Tickets

To search a department

1. Tap the Hamburger menu .
   
2. Tap the Department drop-down list.
   
3. Select the required department from the list.
   
4. Type the characters in the Search Department box to look for a specific department. You can also select All departments to view tickets from all departments.

To search for a ticket

1. Go to one of the ticket view pages.
   
2. Tap the Search Icon .
   
3. In the Search Tickets box, enter the keyword and tap Enter to search. The matching results will be displayed.

Filtering and sorting tickets

1. Department
   
2. Agent
   
3. Status
   
4. Due Date
   
5. Priority
   
6. Channel
   
7. Received In (Time Frame)
   

 To filter the tickets

1. Open the Tickets module.
   
2. Tap the Filter & Sort icon .
   
3. Select Filter.
   
4. Choose the filtering criteria and tap Apply.
   

Performing a voice search
  

To perform a voice search

1. Tap the Mic icon in the search field of the Tickets module.
   
2. Choose Yes to continue.
   

Note: This dialog box will only appear for first-time users.

3. Dictate your search text. 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.

Adding Tickets

To add a ticket 

1. On the home screen, tap the Add icon  at the bottom-right corner of the screen.
   
2. In the Add Ticket page, tap the More Icon (three dots) at the upper-right corner of the page.
   
3. Select Templates and choose the required template from the displayed list. Some of the fields will be auto-populated based on the template.
   

5. Tap the Attachment icon  to attach a file to the ticket directly.

Send as Email   

l

Setting Ticket Due Date

To change the due date directly

1.  Open a Ticket.
   
2. Tap the Set Due Date drop-down list.
   
3. Choose the due date and time for ticket resolution from the calendar.
   

Setting Ticket Status

To change the ticket status directly

1.  Open the ticket
   
2. Tap the status drop-down list.
   
3. Select the required status from the list. This includes all statuses, including custom ones that you have added from the Ticket Status section under Customization in Settings.

  

Setting Ticket Priority

To change the ticket priority directly

1.  Open the Ticket.
   
2. Tap the priority drop-down list.
   
3. Select the appropriate priority level from the list.
   

Ticket Actions

You can perform the following action on a ticket using the More Icon   on the upper-right corner where you will have options such as:         

Viewing Ticket Details, History, Articles, and Timeline     

1. Open a ticket.
   
2. Tap the Hamburger Icon  next to the due date status.
   
3. Select the Details tab to view ticket details.
   
4. Similarly, tap the History tab to view the chronological history of the ticket.
   
5. Tap Articles to view suggested articles related to the ticket. You can view, copy, paste, and share these articles.
   
6. Tap the TimeLine to view tickets received from customers in the chronological order. If there are no prior tickets, it displays the current ticket.
   
7. Tap the Zoho Desk Marketplace icon to explore and install various extensions and integrations.
   

1. Hamburger icon in the ticket's detail page

1. More option in threads
   

1. Activity bar
   

1. Ticket form
   

1. Module navigation bar 

1. More option in ticket detail page

Editing Tickets 

 To edit a ticket

1. Open a ticket that you want to edit.
   
2. Tap the More Icon (three dots).
   
3. Select Edit Ticket.
   
4. Edit the required fields.
   
5. Tap the tick mark icon in the upper-right corner. 

Deleting a Ticket and Marking as Spam  

To mark a ticket and contact as spam

1. Tap the more icon at the upper-right corner of a ticket.
   
2. Select Spam. A pop-up message will appear to confirm if you want to mark only the tickets as spam or mark the contact also as spam. Tap OK, if yes.

To delete a ticket

1. Tap the More Icon (three dots) at the upper-right corner of a ticket.
   
2. Tap Delete and then confirm your action.  

Deleted tickets will be moved to the recycle bin, which is accessible on the Zoho Desk web.

Sharing URL and Adding Follower

To share the ticket URL

1. Tap the More Icon at the upper-right corner of a ticket.
   
2. Tap Share URL.
   
3. Choose the medium to share the ticket.
   

To add followers to a ticket

1. Tap the More Icon (three dots).
   
2. Tap Followers.
   
3. Search for agents in the specific department you want to add as followers to the ticket.
   

Adding Approvals and Applying macro

To add approvers to a ticket:

1. Tap the More icon at the upper-right corner of a ticket detail page.
   
2. Tap Approvals.
   
3. Tap the Add icon in the approvals page.
   
4. Select the approver, enter a subject line, and provide a description for the approval on the Submit for approval page.
   
5. Tap Done once you enter all the details.
   
6. Tap the filters icon on the upper-right corner of the Approvals page to view either all approvals or pending approvals associated with the ticket.

How to apply a macro for a ticket 

To apply a macro

1. Tap the More Icon at the upper-right corner of a ticket detail page.
   
2. Tap Apply Macro.
   
   
3. From the displayed list of macros, select a macro that you want to apply to a ticket.
   
4. Alternatively, tap Search ()to find a specific macro. 

Blueprint for Status  

To see blueprint details

You can only view this information on mobile; you can't add anything. Use the web application to make changes.

To change transition

1. Tap 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. Tap Next transitions and select the appropriate transition options that you want to set. 

To revoke the blueprint

1. Tap on the More icon and choose Revoke Blueprint.

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

To enable closure notification

When this option is turned on in the web version, you can send a copy of the closed ticket to the end user.

Twitter and Facebook Direct Messages

Twitter messages

1. Open a ticket
   
2. Tap the Twitter logo at the bottom right corner.
   
3. Or, you can tap the More icon and select Twitter Direct Message.
   
4. Enter a message in the Twitter Direct Message
   
5. Tap the Send button. 

Facebook messages

1. Open a ticket
   
2. Tap the Facebook logo at the bottom-right corner.
   
3. Enter a reply in the Facebook reply page
   
4. Tap Send.

Assigning an Agent  

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 the unassigned ticket.
   
2. Choose one of these options
   

1. Agents - Assign an agent directly to the ticket
   
2. Teams - Select a team to which you want to assign a ticket.

Bulk Actions  

Merge

1. Long press a ticket and then tap the other tickets that you want to merge.
   
2. Tap 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. For each ticket field, select the data that you want to retain.
   
6. Once you are done, tap the Done.
   
7. Tap OK in the confirmation message. 

Assign

1. Long press a ticket and then select the other tickets that you want to assign.
   
2. Tap the Assign icon at the top of the page.
   
3. Select the agent to whom you want to assign the tickets.
   Notice that a confirmation message appears at the bottom of the page.

Close 

To close tickets

1. Long press on a ticket.
   
2. Select the other tickets you want to close.
   
3. Tap the more icon in the upper right corner, then tap Close.
   
4. Confirm by tapping OK in the confirmation message. 

Spam

1. Long press on a ticket.
   
2. Select the other tickets you want to mark as spam.
   
3. Tap the More icon.
   
4. Choose Spam from the options.
   
5. In the Mark Tickets as Spam pop-up, select the Mark the associated contact also as spam to spam the contact.
   

            

Delete

1. Long press a ticket and then select the other tickets that you want to close.
   
2. Tap the more actions icon and then select Delete.
   
3. Tap Delete in the confirmation message that appears.

In All Departments view, you cannot merge tickets. Also, you cannot revert to the older version.

Viewing Related Information Modules in a Ticket

1. Time Entry - Tap the Time Entry icon  , and in the displayed Add Time Entry page, enter the required details and then tap Save.
   
2. Attachment - Tap the Attachment icon  and then tap 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 tap upload.
   
3. Resolution - Tap the Resolution icon   and then, on 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, tap Done at the upper-right corner of the page.
   

Attaching a file to a Ticket  

To attach a file

1. Open the ticket and tap the attachment icon.
   
2. On the Attachments page, tap the plus icon at the bottom-right.
   
3. Choose the file you want and tap Upload. You can decide if the attachment should be public or private.
   
4. Tap the More icon at the top-right and select either Public or Private.
   
5. Tap the More icon next to an attachment, then select an action from the options shown in the image below.
   

Deleting an attachment  

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

Understanding the Different Ticket Views  

1. Threads
   
2. Conversation
   
3. Comments.
   

1. Conversation View
   The conversation view combines thread exchanges and comments in one place, making it easier to understand a ticket's context. You can read through conversations and related comments without switching tabs. Threads and comments have visual cues to differentiate them. When you first access a ticket, it opens in the Conversation View, but you can switch views.
   
   
2. Thread View
   Email exchanges between you and the end user are grouped into threads, listed chronologically with the latest interaction at the top. You can reply, reply all, forward, and print email messages by tapping the more icon and selecting the desired action.
   
   
3. Comments View
   

To reply to a thread

1. Tap the More icon () on the thread.
   
2. Select Reply or Reply All.
   

On the Compose page, enter your message. Tap the More icon () for additional options to enhance your reply:

1. Articles: Select Articles to see suggested articles related to the ticket. These can help you find quick solutions or provide relevant information to the customer.
   
2. Templates: Choose from a selection of email templates to respond quickly with pre-written content that you can customize as needed.
3. Snippets: Insert commonly used phrases or information by selecting Snippets to save time and communicate more efficiently.

1. Send: Tap the Send button to send your reply immediately.
2. Send and Close: From the dropdown, select Send and Close to send your reply and close the ticket at the same time.
   
3. Send and Update Status: Select Send and Update Status to send your reply and update the ticket status (e.g., In Progress, On Hold, Escalated).

How to split a ticket 

To split a ticket

1. Open a ticket that you want to split.
   
2. Tap the More icon
   
3. Tap Split as new ticket.
   
4. Tap Split in the confirmation message that appears.
    

How to view a draft message 

1. Tap the Drafts icon at the lower-left corner of a ticket to edit the draft message directly.
   
2. Or, tap the More icon and choose one of the options displayed in the image below.
   
3. You can tap Send Draft to directly send the message to the recipient without editing the message.
   
4. If required, edit the draft message, and then tap the Send Now button to send the message to the recipient after editing.
   

Comments View

To add a comment to a ticket

1. Tap the Comments icon at the upper-right corner of a ticket.
   
2. Type your comment in the Add Comment section.
   
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. Tap Send at the top-right.
   
5. To edit or delete a comment, use the More menu. 

Zia Keywords

To view zia keywords in a thread

1. In the ticket details page, open a thread conversation.
   
2. Tap the # symbol that you see near the time stamp of a thread.
   
3. A pop-up with the thread-level keywords appears at the bottom of the screen.
   

Sentiment Analysis

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.
   

Ticket views 

Classic view

2. Table view

1. Open the Zoho Desk app.
   
2. Tap the Hamburger menu ().
   
3. Navigate to a specific department.
   
4. Tap on the More icon ().
   
5. Select Table View.
   
6. Swipe left to view details.
   

 

1. Open the Zoho Desk app
   
2. Tap the Hamburger menu ().
   
3. Navigate to a specific department
   
4. Tap on the More icon ().
   
5. Select Table View.
   
6. Tap on the Manage columns icon (). Here, you can add or delete columns and rearrange their order.
7. Tap the Tick icon () In the top-right corner to save your changes.
   

Users can select a maximum of 15 columns to display in the Table view. 

Ticket Work Modes 

Status Mode

Handshake Mode

Countdown Mode

Priority Mode

Actions you can perform in all the modes

1. Move - Move the ticket from one department to another.
   
2. Close - Close the ticket.
   
3. Assign - Assign the ticket to an agent.
   
4. Pick Up - Pick up the ticket as an agent.

Managing Activities  

To add activities to a ticket

1. Go to the Tickets module.
   
2. Open a ticket.
   
3. Tap the Activities icon in the sub-tabs.
   
   
4. Tap 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.
   
7. Tap Refresh Layout to sync web updates with mobile.
   
8. Tap Done.

To add comments to the activity

1. Go to activities within a ticket.
   
2. Open the activity.
   
3. Inside the Comments tab, tap the Add comment icon in the bottom-right corner of the page.
   
4. In the Add Comments page, enter the comment.
   
5. Tap Attach File to add an attachment to the comment.
   
6. Tap 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. Tap the Add Attachments icon on the lower-right corner of the page.
   
4. Select a file that you want to attach.
   
5. Tap upload.
   

Before proceeding, please grant permission to access storage in order to attach the file.

Adding time entry to an 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. Tap Done.
   
   

To use the stop watch

1. Open the activity.
   
2. Tap the clock icon on the top.
   
3. Use the start and pause icons to record.
   
4. Tap Stop icon to save the entry. 

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 to perform the following:
   
3. Tap Assign to open the Assign To page.
   
4. Tap Delete to delete the activity.
   
5. Tap Complete to mark the activity as Complete.

    

Filter and sort activities  

1. Upcoming activities
   
2. All Activities
   
3. Spam Activities
   

To apply a filter to activities of a ticket

1. Go to the activities inside the ticket.
   
2. Tap the Upcoming Activities drop-down.
   
3. Select the filter to apply.
   

1. Created Time
   
2. Due Date/ Start Time
   
3. Oldest first
   
4. Latest first
   

To sort the activities of a ticket

1. Go to the activities inside ticket.
   
2. Tap the sort icon on the top-right corner.
   
3. Select the sort type.
   
4. Tap Done.
   

To add tags to a ticket

1. Open the ticket.
   
2. Tap the More Icon (three dots) in the upper-right corner.
   
3. Select Tags.
   
4. Search for a tag and tap to add it.

 To create a new tag, tap on Tags, type out your tag, and then tap on Add New Tag.

To share a ticket

1. Open the ticket.
   
2. Tap the More Icon in the upper-right corner.
   
3. Select Share Ticket.
   
4. Choose the department.
   
5. Customize access.
   
6. Tap Done (tick mark) in the upper-right corner.
   

Accounts Module 

1. Tap the Hamburger icon  (top left corner).

3. Tap the add icon at the bottom right.