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 prompt replies even for customers in different time zones. Users 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 a time zone.
To schedule a reply
- Open the Zoho Desk Android app.
- Go to the ticket.
- Tap More Options
in the conversation thread.
- Select either Reply or Reply all from the options.
- Compose your reply.
- Tap the Dropdown arrow
next to Send.
- Choose Scheduled Reply.
- Select a predefined time, or specify a Custom Duration, or enter a Specific Date and Time.
- Tap Schedule to schedule your reply. Alternatively, tap Schedule and Close to both schedule the reply and close the ticket.
Actions from the 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 from the More icon under scheduled reply.
Reschedule
Edit reply
Send immediately
Discard draft
Clear schedule
Pin scheduled reply
Access marketplace extensions
Marketplace is a centralized hub where users can find Zoho and third-party applications to integrate with their Desk account to manage various business processes.
The extensions configured in the web app can be viewed on mobile. If installed, select the required extension that is being listed to perform the required activities.
Print the reply
- Navigate to the scheduled reply.
- Tap the More
icon
- Select Print.
- Connect to the required printer, fix the layout, and mention the number of copies needed.
- Click Print.