Managing the Account Detail Page in iOS
Viewing account information
The agents can view the account's basic information like account name, account owner, and layout.
If the account is mapped to CRM, then the CRM info tab will display the account's CRM information.
Viewing ticket summary
The ticket summary shows the tickets associated with the accounts. Agents can further see the number of open, on-hold, overdue and all tickets and the customer's happiness rating for the service. They can also go to the desired ticket from the account detail page and resolve the tickets.
Viewing account details in sub-tabs
Agents can get a unified view of additional information associated with an account like activities, tickets, time entries, happiness ratings, contacts, products, attachment, comments and other custom modules. They can select the necessary sub-tabs to perform the following actions:
Activities - tasks, events, and calls
Agents can view and filter the tasks, events and calls associated with the contact linked to the account. They can also create new tasks and events, and schedule or manually log calls for such account.
Tickets
Agents can see all the tickets submitted or associated with the account and filter them as All Tickets, Open Tickets, On Hold Tickets, Overdue Tickets, and Spam Tickets.
Time Entry
Agents can see the logged time entries associated with an account's tickets or activities.
Happiness rating
The Happiness Rating tab provides a history of all the ratings and feedback given by an a contact associated with the account to the agents who resolved their tickets.
Contacts
Agents can view the contacts that are already associated with the account.
Products
Agents can view the list of products linked to the account.
Attachments
Agents can view and manage documents and files related to the account. They can also attach documents or notes that may be specific to the account for reference purpose.
Comments
Agents can read and post comments for the specific account.
Custom Sub-tabs
Agents can access the custom sub tabs created via lookup field related to the account.
The Tickets sub-tab displays tickets filtered based on the department selected before opening the account.
Adding tickets
Agents can add tickets for the account from the account detail page:
- Open the Zoho Desk app.
- Tap the More icon in the bottom bar.
- Tap on Accounts and select any account.
- In the Account Detail page, tap the Add Ticket
icon.
- Fill the ticket details and tap Save.
Editing accounts
- Open the Zoho Desk app.
- Tap the More icon in the bottom bar.
- Tap on Accounts and select any account.
- In the Account detail page, tap the More
icon and select Edit.
- Make the necessary changes and tap Save.
Deleting accounts
- Open the Zoho Desk app.
- Tap the More icon in the bottom bar.
- Tap on Accounts and select any account.
- In the Account detail page, tap the More
icon and select Delete.
- Tap Delete in the confirmation pop-up.
Quick actions
Agents can perform the following quick actions:
By tapping the mail icon, the agents can
- copy the mail address
- create a new ticket for the account.
- send a mail to that email address
By tapping the phone icon, the agents can call the contact number associated with the account.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho CPaaS?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Managing the Contact Detail Page in iOS
Viewing contact information The agents can view basic information of a contact like first name, last name, email, created time, layout, contact owner. If the customer is mapped to CRM, then the CRM info tab will display the contact's CRM information. ...Adding and Viewing Accounts in iOS
An account represents a company or a department within the company, for which the organization provides customer support. An account can be associated with contacts within the company who submit support tickets through one of the many channels ...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 ...Adding Comments in Tickets in iOS
Comments is a platform for agents to discuss solutions and seek peer support within the help desk thus help in a seamless inter and intra departmental collaboration. To add comments to tickets Open the Zoho Desk app. In the Ticket Views page, select ...FAQs: Working on Tickets
What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
New to Zoho LandingPage?
Zoho LandingPage Resources