Sending Scheduled Reply to Tickets
Scheduled Reply helps businesses simplify customer communication strategies. It allows you to compose messages and set them to be sent later at the customer's preferred time. This means agents can draft responses at their convenience, guaranteeing prompt replies even for customers in different time zones.
Permission Required
Permission required
Ensure scheduled reply functionality is activated on the web version before accessing it on your mobile device.
Create scheduled reply
With Scheduled Reply, users can conveniently schedule a response to be sent later. You 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 time zone.
To create scheduled reply
- Open Zoho Desk iOS app.
- Go to Tickets.
- Select 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/ specify a Custom Duration/ enter Specific Date and Time.
- Tap Schedule to schedule your reply.
- Or, tap Schedule and Close to both schedule the reply and close the ticket.
Actions you can perform in 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 for a Scheduled Reply in Zoho Desk app:
- Edit Reply
- Edit Schedule
- Clear Schedule
- Send Immediately
- Delete Draft
To edit the scheduled reply
- Navigate to the reply scheduled.
- Tap on the "More" icon (
)
- Select "Edit Reply"
- Edit your reply.
- Tap "Continue Schedule".
- Or, choose the desired options from the dropdown menu (
)
To edit the scheduled time
- Navigate to the reply scheduled.
- Tap on the "More" icon (
)
- Select "Edit Schedule"
4. Set your preffered time
5. Tap "Reschedule".
To delete a scheduled reply
You can delete a scheduled reply in two ways: either by saving it as a draft or by deleting it permanently.
- To Delete and Save a Draft
1. Navigate to the reply scheduled.
2. Tap on the "More" icon ()
3. Select "Clear Schedule"
Tap "Yes" on the pop-up notification.
- To Delete without Saving a Draft
1. Navigate to the reply scheduled.
2. Tap on the "More" icon (
)
3. Select "Delete Draft"
4. Tap "Delete" on the pop-up notification
To send the scheduled message instantly
1. Navigate to the reply scheduled.
2. Tap on the "More" icon (
)
3. Select "Send Immediately"
4. On the pop-up, tap "Yes" to save the reply as a draft or "No" to delete it permanently.
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