Adding and Viewing Contacts in iOS - Desk | Mobile

Adding and Viewing Contacts in iOS

Contacts, also known as end-users, are customers who are using the product or service. They can submit support tickets from different channels (enabled in the organisation's Zoho Desk account), read KB articles, and track the status of their tickets from the Help Center. Contacts can be associated with one or multiple accounts. Learn more about Contacts and Accounts.  

Adding contacts

To add contacts:

  1. Open the Zoho Desk app. 
  2. Tap the Contacts module in the bottom bar. 
  3. Tap the Add  icon in the top-right corner of the page. 
  4. Fill the contact information and tap Save. 

Viewing contacts as lists

System-defined standard views categorize the contacts as: all contacts, anonymous, spam, added in the last 30 days, added today, mapped or unmapped with CRM, and my contacts.  
In the contacts view, the users can star or unstar and reorder the views by tapping the Edit icon. They can also search for the desired views in the search tab.
Notes
  1. A contact will be marked anonymous when the customer details are no longer needed but the tickets, community, and KB posts need to be retained for internal purposes.
  2. A contact can be marked as anonymous or spam only through the web application. Agents can only view such contacts in mobile.
  3. Custom views can be created only through the web application. In the mobile application, the user can only star the already created views.

Searching contacts

Agents can also search for the desired contacts using the Search  icon. 

Quick actions

Agent can also long press a contact tile in the list view to perform the following actions:
  1. Call the contact number
  2. Send an SMS to the number given
  3. Go to the default email provider
  4. Create a new ticket for the contact.