Adding Tickets and Assigning Agents in iOS - Desk | Mobile

Adding Tickets and Assigning Agents in iOS

Adding tickets

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 iOS app allows agents to manage tickets smoothly within the flow of their mobile experience.

To add a ticket

  1. Open the Zoho Desk app.
  2. In the Ticket Views page, tap the Add  icon in the top-right corner.
  3. In the Add Ticket page, select the department and the ticket layout and enter other details like contact name, account name, email, phone number, subject, description, status of the ticket, due date, priority, and product.
  4. If the ticket requires any files to be attached, tap the Attachment  icon to attach the file to the ticket directly.
  5. Select Refresh Layout after tapping the More  icon to update the fields as and when you make changes to the layout in the web app.
  6. Tap Save at the top-right corner to save the ticket.
Notes
If marketplace extensions related to adding a ticket are integrated with an account, they will be visible under More > Marketplace. 


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 allows the agents to send a description of their conversation to the customer as an email during ticket creation to keep the customers in loop of the points discussed for better clarity.  
Notes
Send as Email option must be enabled in the web application. Learn more about enabling the Send as Email option

To send the ticket as email

  1. On the Home screen, tap the Add icon  in the top-right corner. Fill in all the necessary details. 
  2. In the Add Ticket page, tap the More icon  in the top-right corner . 
  3. Select Send as Email. 

The email sent to the customers will include the subject, description, and attachments provided in the ticket. The agents can also add the ticket ID to the email subject.                                          

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. 

To assign an agent while creating a ticket 

  1. Open the Zoho Desk app.
  2. In the Ticket Views page, tap the Add  icon in the top-right corner.
  3. In the Add Ticket page, tap on Ticket Owner to assign an agent to the ticket. 
  4. Fill in the other details and tap Save to create the ticket. 

To assign an agent after creating a ticket

  1. Open the Zoho Desk app. 
  2. In the Ticket Views page, select the department you want to view by clicking Change.
  3. Select the view in which you want your tickets to display.
  4. Tap on any ticket. 
  5. Tap on the agent photo in the right corner of your screen to assign or reassign an agent.