Adding tickets and assigning agents
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 left unaddressed, the Zoho Desk Android app allows agents to manage tickets smoothly within the flow of their mobile experience.
To add a ticket
- On the Home screen, tap the Add icon
in the bottom-right corner.
- On the Add Ticket page, tap the More icon
in the top-right corner.
- Select Templates and choose the required template from the displayed list. Some of the fields will be auto-filled based on the template.
- Enter other details such as the department, contact name, account name, email, phone number, subject, description (the content to be filled here can be edited using the Rich Editor Text), status of the ticket, due date, and priority in the Add Ticket page.
- If the ticket requires any files to be attached, tap the Attachment icon
to attach the file to the ticket directly.
- Select Refresh Layout after tapping the More icon
to update the fields as and when you make changes to the fields.
- Tap the tick icon
at the top-right corner to save the ticket.
Assigning agents
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.
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