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 redirected to the compose screen.
Sending replies
Agents can send replies immediately to the respective contact from the compose screen using the Send option. They can also schedule the reply for a later time allowing agents to compose messages to be sent at the customer's preferred time. Agents can close tickets while replying to their customers using the Send and close option. They can also select a status while sending a reply to update the ticket status simultaneously using the Send and update option. They can also save the draft of their replies if they want to get back to it at a later point of time.
Actions in ticket conversations (thread)
Reply
Agents can reply directly to the ticket contact using this option.
Reply all
Agents can keep every contact involved in the conversation posted about the ticket updates by automatically adding the secondary contacts as CC using this option. Even if removed from the CC field, the secondary contact will be able to see the entire ticket and the subsequent replies added to the ticket through the help center. They can be restricted from seeing the ticket only if they are removed from the secondary contact field.
Forward
Agents can share the ticket with recipients who are not a part of the conversation using this option. They can involve other teams to solve the issue without adding them to the conversation.
Splitting tickets
When a ticket carrying multiple conversations that have two or more requirements comes to an agent, the agent can split the ticket to route it to different departments, teams, and agents so that they can simultaneously work on the ticket to find a resolution quickly.
- Split as a new ticket option is not available for ticket description and agent reply, it is only available for incoming responses.
- Split as a new ticket will only convert that individual reply from where the ticket was split in the new ticket. It will not carry forward all the threads following that reply into the new ticket.
Agents can print the entire ticket conversation for physical reference.
Pin
Agents can pin an important thread at the top of the ticket conversation for easy access. They can either make the pin visible to all agents or as a private pin, only for themselves. Agents can pin up to 3 threads as Visible for Me and 3 as Visible for All Agents, making a total of 6 pins per ticket.
Summarize thread
Agents can get a summary of the thread through Zia's GenAI.
Marketplace extensions
Marketplace is a centralized hub where users can find Zoho and third-party applications to integrate with their Desk account to manage various business processes. Learn more about navigating the marketplace.
Extensions can only be viewed in the mobile app if they are installed in the web application.
If installed, agents can select the required extension that is being listed to perform the required activities.
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