Ticket Management
Using Custom Buttons in Android
In Desk mobile app, users can perform custom actions like navigating to other webpages or apps, or filling forms from the Desk interface. They can also execute custom workflows suiting their business to close tickets with the help of custom buttons. ...Viewing Sentiment Analysis in Android
Zia, an AI driven support assistant, helps the customer support team be more effective through data mining and machine learning. Some of her capabilities are predicting anomalies and trends, analyzing customer sentiments, offering solutions, and ...Attaching a File in Android
The Zoho desk app allows the users to include important details in the form of photos, files, voice notes, scribbled notes, and documents within the tickets, comments, and activities to facilitate the easier exchange of information. Attaching details ...Viewing Blueprint in Android
The blueprint feature in the Zoho Desk Mobile app provides a clear plan for handling tickets, making it easier to track progress and ensure timely resolution. With the Blueprint, users can see how tickets are being managed and which accountability is ...Ticket Work Modes in Android
Work modes help in the prioritizing and organizing support tickets, ensuring quick resolution of customer inquiries. Currently, Zoho Desk supports the following work modes: Status Mode - This mode allows users to categorize tickets based on their ...Setting Ticket Views in Android
Ticket views refer to how the support tickets are organized and presented within the system, providing the users with different visual layouts to navigate and manage tickets. The Zoho Desk Android app supports two ticket views: Classic view and Table ...Performing Bulk Actions in Android
The user can select a maximum of 50 tickets for performing bulk actions on features like merge, assign, close, spam, and delete. Bulk actions can be performed in both list view and table view. Merge The user can only merge five tickets at a time. ...Ticket Actions in Android
The agents can perform the following actions on the ticket to render better support to the users. To perform ticket actions Navigate to the ticket > . Editing tickets Using this option, the agents can edit the existing details in the ticket. Moving ...Setting Ticket Preferences in Android
Ticket due date, ticket priority, and ticket status are considered as ticket preference as agents can solve based on the requirement and urgency to solve the query. Setting ticket due date Agents can set the due date for closing a ticket based on ...Viewing Ticket Subtabs in Android
The agent can view or add additional information regarding the ticket like resolution, time entry, attachments, activities, and marketplace extensions in the ticket sub-tab. Adding resolution to the ticket <br> ...Scheduling Replies to Tickets in Android
Scheduled Reply helps businesses simplify customer communication strategies. It allows the users to compose messages to be sent later at the customer's preferred time. This means that agents can draft responses at their convenience, guaranteeing ...Pinning Comments and Threads in Android
Comments is a platform for agents to discuss solutions and seek peer support within the help desk. Pinning the comments or threads in a ticket will help in keeping the important comments or threads in a conversation at the top, making critical ...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. Actions while sending tickets Agents can send replies immediately to the respective contact ...Viewing Ticket Properties in Android
The users can view certain ticket information within the ticket based on the ticket layout they configured. The basic information that the agents can view are: Properties Zia insights - analyses the tone of the ticket, gives a summary of it and also ...Sorting and Filtering Tickets in Android
Everyday, agents will have to manage a steady flow of tickets. They can organize and prioritize the tickets by pulling out the specific records they require by filtering them. For example, the agents can filter and view all the open tickets under ...Searching for a Ticket in Android
Users can either manually search for a ticket using the search box or perform a voice search to get the desired ticket. To perform a manual search <br> To perform a voice search <br> Once the voice input is ...Sending Ticket Details as Email in Android
Generally, when customers lodge their queries through a phone call, the agents create a ticket to record in the Tickets module. It helps them track and monitor the status and add a resolution accordingly. The Send as Email option in the mobile app ...Adding tickets and assigning agents in Android
A support ticket is a record submitted by the user to either report an issue or seek help from a company's support team, ensuring that customer questions and concerns are handled quickly and efficiently. In order to ensure that no client inquiry is ...Restrict the Attachment Type based on the Organization Settings in Mobile (Android)
While submitting support tickets, customers often attach files, such as screenshots, log files, and documents, to explain their problems. Similarly, while troubleshooting, agents may also attach solution documents or logs to provide a detailed ...Accessing Activities Module in Android
The activities module helps users track tasks, events, and calls, with each parameter having its own vital information like priority level, status, and due date. The tasks, events, and calls can either be stand-alone records or associated with ...Viewing Formula Field in Android
Formula field is currently available only on Early Access. Kindly fill out this Registration Form to request early access. Formula field is a custom field that automatically derives a value by computing the values in the different fields. The output ...Scanning and Attaching Documents in Android
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 ...
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