Ticket Management
Quick actions in Tickets module in iOS
Agents can long press any ticket in the tickets module to perform the following actions: Move Agents can move tickets from one department to another if the ticket requires the attention of some other department. Close ticket/open ticket Agents can ...
Ticket Detail View in iOS
Agents can view the conversation details in a ticket in three different ways - conversation, threads, comments. Conversation view The conversation view gives the complete context of the ticket where the threads and comments are displayed together. ...
Performing Bulk Actions in iOS
The user can select a maximum of 50 tickets for performing bulk actions on features like close, spam, and delete. Merging tickets Agents can merge tickets that have similar troubleshooting or duplicate tickets in order to ease their workload. The ...
Viewing Blueprint in iOS
The blueprint feature in the Zoho Desk Mobile app provides a clear plan for handling tickets, making it easier to track progress and ensure timely resolution. With the Blueprint, users can see how tickets are being managed and which accountability is ...
Setting Ticket Preferences in iOS
Ticket due date, ticket priority and ticket status are considered as ticket preference as agents can solve them based on the requirement and urgency of the issue. Setting ticket due date Agents can set the due date for closing a ticket based on need ...
Attaching a File in iOS
The Zoho desk app allows the users to include important details in the form of photos, files, voice notes, scribbled notes, and documents within the tickets, comments, and activities to facilitate the easier exchange of information. Attaching details ...
Changing portals and departments in iOS
The portal name is the identity of the user's help desk account in Zoho Desk. Typically, it is the company's name, and it is created when the user signs up for the help desk. Departments are divisions categorized within an organization. It can be ...
Starring ticket views in iOS
The starred views category gives the users direct accessibility to the views they use the most. When the users frequently work with certain list views, they can star them, and they will move to the top of the list under the Starred Views. Agents can ...
Ticket Work Modes in iOS
Work modes help in the prioritizing and organizing support tickets, ensuring quick resolution of customer inquiries. Currently, Zoho Desk supports the following work modes: Classic mode - This mode allows users to categorize tickets based on their ...
Viewing Ticket Details in iOS
The users can view certain ticket information within the ticket based on the ticket layout they have configured. The basic information that the agents can view are: Ticket properties Contact info - customer's email address and phone number Account ...
Viewing Ticket Subtabs in iOS
The agent can view or add additional information regarding the ticket like resolution, time entry, attachments, activities, marketplace extensions, and custom modules in the ticket sub-tab. They can also associate tickets as parent-child for to ...
Snippets, Templates and Articles in iOS
While replying to tickets, effective communication is important for businesses. Zoho Desk provides a couple of predefined or the option to create email templates, snippets, and articles that can be used to simplify communication for the customers and ...
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 ...
Ticket Actions in iOS
Agents can perform certain actions on the tickets to render better support to the users. The following actions can be done from the top band in the ticket detail page. Editing tickets Agents can edit the existing ticket details. Accessing marketplace ...
Scheduling Replies to Tickets in iOS
Scheduled Reply helps businesses simplify customer communication strategies. It allows the users to compose messages to be sent later at the customer's preferred time. This means that agents can draft responses at their convenience, guaranteeing ...
Replying to Tickets in iOS
Agents can reply to tickets using the Reply icon in the bottom bar of the ticket detail page. They can also forward the ticket and reply to all threads using this icon. They can also reply using the More icon in the threads. The agents will then be ...
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 ...
Filtering and Sorting Tickets in iOS
Filtering tickets To streamline their tickets efficiently, agents use filters to find the tickets from a particular customer quickly or specific issue without scrolling through. For example, the agents can filter and view all the open tickets under ...
Associating Tickets as Parent-Child in iOS
In any support, there will be inquiries for similar or related issues from a single or multiple users. If similar or related tickets are interlinked, the agents can refer to the relevant ticket to understand the issue they are dealing with before ...
Restrict the Attachment Type based on the Organization Settings in Mobile (iOS)
While submitting support tickets, customers often attach files, such as screenshots, log files, and documents, to explain their problems. Similarly, while troubleshooting, agents may also attach solution documents or logs to provide a detailed ...
Checking Notifications in iOS
Zoho Desk provides a standard set of notification rules that can be used to notify your end users and agents. Notifications can be sent via e-mail or SMS/Text Message. Agents can only view a notification but not set the notification rules in the ...