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 user can only merge five tickets at a time.
This feature is available only in the individual departments view. The user cannot merge tickets in the all departments view.

To merge tickets

In the Tickets page, tap the channel icon in the tickets to be merged.
Tap the Merge icon in the top navigation bar.
Select the master ticket and other master ticket details like contact, email, phone, etc., based on the layout configured for the department that has to be retained.
Tap Done. You will receive a confirmation pop -up.
Tap Ok.

Closing tickets

Agents can close tickets in bulk in all departments view.

To close tickets:

In the Tickets page, tap the channel icon in the tickets to be closed.
Tap the Close icon in the top navigation bar.

Deleting tickets

The user can delete a maximum of 50 tickets at a time; these messages will move to the recycle bin for 60 days, after which, they will be permanently deleted from the help desk account.

To delete tickets

In the Tickets page, tap the channel icon in the tickets to be deleted.
Tap the More icon in the top navigation bar and select Delete.

Marking tickets as spam

With the capability to mark up to 50 tickets as spam at once in Zoho Desk, agents can easily identify and filter out irrelevant or unsolicited messages. This allows them to concentrate on quickly resolving genuine client issues.

To mark tickets as spam

In the Tickets page, tap the channel icon in the tickets to be marked as spam.
Tap the More icon in the top navigation bar and select Spam.

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