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 tickets
Agents can move tickets from one department to another if the ticket requires the attention of some other department.
Applying macros
Macros are a set of actions that can be applied to support tickets. The actions include sending emails, creating tasks, and updating a field in the tickets. Once created, macros can be applied manually to the tickets. Learn more about Creating and Using Macros.
Macros can be created only through the web application. In the mobile application, the agents can choose the macros they want to apply to the tickets.
Adding followers
The users can add team members as followers using the followers option to keep them updated on the progress of the ticket. The followers will receive notifications about any developments related to the ticket.
Adding approvals
At times, agents may require authorization from their superiors before making decisions. This process is facilitated through the approval tab, where the agent can submit the ticket for managerial approval.
Adding tags
Tags in Zoho Desk are a combination of words that can be used to add more context, classify, and locate tickets.
Zia, an AI driven support assistant, can help the users automatically add tags to the tickets. She scans every incoming response and identifies the key phrases from the response. These key phrases are added to the incoming ticket threads, which are then intelligently grouped into a tag and added to the ticket.
Marketplace
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. Read more about marketplace extensions.
The extensions will be visible in the mobile app only if installed in the web application.
If installed, select the required extension that is being listed to perform the required activities.
Forwarding tickets
The agents can forward the tickets to other agents for a quick collaboration.
Sharing ticket and ticket URL
Agents can also share tickets with other departments or share the ticket URL with other agents to solve queries jointly.
Marking tickets as spam
The agents can manually mark tickets as spam so that the undesired emails do not clutter their ticket list.
Deleting tickets
The agents can also delete tickets that are deemed unnecessary.
Deleted tickets will be moved to the recycle bin, which can be accessed through the Zoho Desk web application.
Closure notification
Closure notification is sent to the end-users once their ticket is resolved.
To send a closure notification through the mobile app, the feature should be enabled in Zoho Desk web application.
To send a closure notification
- Toggle the Closure Notification switch on.
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