Ticket Management
Swipe Customization in Android
Most modern mobile devices use touchscreens, where swiping and scrolling are common methods of navigation. Enabling swipe customization allows users to adjust these gestures to match their individual preferences better and usage patterns. In the ...Sentiment Analysis in Mobile
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 ...Splitting Tickets
When a ticket carrying multiple conversations that have two or more requirements comes to an agent, the agent can split it between departments, teams, and agents so that they can simultaneously work on the ticket to find a resolution soon. Split as a ...Attaching a File
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 ...Blueprint in Mobile
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 Mobile
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
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 ...Bulk Actions in Mobile
The user can select a maximum of 50 tickets for performing bulk actions on features like merge, assign, close, and delete. Merge The user can only merge five tickets at a time. This feature is available only in the individual departments view. The ...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
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 Information
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> Adding time entry to a ...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
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
Agents can reply to tickets either from the More icon using the Reply icon in the ticket page. <br> Templates, articles, and snippets Effective communication is important for businesses. Zoho Desk provides a ...Viewing Ticket Properties
The users can view certain ticket properties within the ticket like: Department and layout the ticket belongs to The agent The status of the ticket Priority When the ticket was created Due date Contact and account name Email address Subject Channel ...Sorting and Filtering Tickets
The users can sort the tickets to organize and prioritize them. They can also pull out the specific records that they require by filtering; for example, the agents can filter and view all the open tickets under their account to process them more ...Searching for a Ticket
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 given, the results will be ...Assigning an Agent
An agent is generally assigned to a ticket while creating it. Users can also create a ticket by selecting Mark as unassigned and later assign an agent to it.Sending Ticket Details as Email
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 a Ticket
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 ...
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