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.
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