Sending Scheduled Reply to Tickets in Android

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 prompt replies even for customers in different time zones.

Read more about Setting up Scheduled reply.  

 

Permission Required

Ensure scheduled reply functionality is activated on the web version before accessing it on your mobile device.

 

Create scheduled reply 

With Scheduled Reply, users can conveniently schedule a response to be sent later. You can choose from a predefined time, such as 10 minutes, 1 hour, 4 hours, or 12 hours; set a custom duration, such as 5 hours and 30 minutes; or pick a specific date and time, along with time zone.

To create scheduled reply

  1. Open Zoho Desk Android app
  2. Tap the Hamburger icon( ) in the top-right corner.
  3. Go to Tickets.
  4. Select the ticket.
  5. Tap More Options in the conversation thread.
  6. Select either Reply or Reply all from the options.
  7. Compose your reply.
  8. Tap the Dropdown arrow ( ) next to Send.
  9. Choose Scheduled Reply.

Select a predefined time, specify a Custom Duration, or enter a Specific Date and Time.

11. Tap Schedule to schedule your reply.
Alternatively, tap Schedule and Close to both schedule the reply and close the ticket.

     

 Actions you can perform in scheduled replies       

Once a reply is scheduled for a ticket or conversation thread, users can take further actions to manage and optimize the communication process. The following actions can be performed for a Scheduled Reply in Zoho Desk app:
  1. Edit Reply
  1. Edit Schedule
  1. Clear Schedule
  1. Send Immediately
  1. Delete Draft
  1. Print

To edit the scheduled reply 

  1. Navigate to the scheduled reply.
  2. Tap the More icon ( ).
  3. Select Edit Reply.

  4. Edit your reply.
  5. Tap Continue Schedule.
  6. Alternatively, choose the desired options from the dropdown menu ().

  7. To edit the scheduled time 
  8. Navigate to the scheduled reply.
  9. Tap the More icon ( ).
  10. Select Edit Schedule.

  11. Set your preferred time.
  12. Tap Reschedule.

 To delete a scheduled reply 

You can delete a scheduled reply in two ways: either by saving it as a draft or by deleting it permanently.

To Delete and Save a Draft
  1. Navigate to scheduled the reply.
  2. Tap on the More icon ( ).
  3. Select Clear Schedule.

  4. Tap Clear in the pop-up notification to confirm.
 

To Delete without Saving a Draft

  1. Navigate to scheduled the reply.
  2. Tap the More icon ( ).
  3. Select Discard Draft.

  4. Tap Discard in the pop-up notification to confirm. 

 To send the scheduled message instantly 

  1. Navigate to the scheduled reply.
  1. Tap the"More icon ().
Select Send Immediately.



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