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 prompt replies even for customers in different time zones. Users can choose from a predefined time, such as 10 minutes, 1 hour, 4 hours, or 12 hours; set a custom duration, such as 5 hours and 30 minutes; or pick a specific date and time, along with a time zone.
The option to schedule a reply should be enabled in the web application for the desired department. Learn more about enabling scheduled replies.
To schedule a reply
- In the desired ticket, tap the More icon in the thread.
- Select reply or reply all. You will be redirected to the compose screen.
- Compose your reply.
- Tap the Dropdown arrow next to Send.
- Choose Schedule Reply.
- Select a predefined time, or specify a Custom Duration, or enter a Specific Date and Time.
- Tap Schedule to schedule your reply. Alternatively, tap Schedule and Close to both schedule the reply and close the ticket.
Actions in scheduled replies
Once a reply is scheduled for a ticket or conversation thread, users can take further actions to manage and optimize the communication process. The following actions can be performed from the More icon under scheduled reply.
Edit reply
Agents can edit the replies that are scheduled to make any changes in the content or the recipient list using this option.
Edit schedule
Agents can change the time in which they want the reply to be sent their customers to suit their circumstance.
Clear Schedule
The scheduled time to send the reply mail will be cancelled and the email will be saved as draft.
Send immediately
The scheduled time will be cancelled and the mail will be sent immediately.
Delete draft
The schedule will be cancelled and the draft will be deleted.
Summarize thread
Agents can get a summary of the thread through Zia's GenAI.
- Navigate to the scheduled reply.
- Tap the More icon
- Select Print.
- Connect to the required printer, fix the layout, and mention the number of copies needed.
- Click Print.
Pin
Agents can also pin the thread which is scheduled to replied.
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:
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 ZeptoMail?
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
Sending Scheduled Reply to Tickets
While customers expect a quick response from the support executives, it is equally important to ensure the response reaches them at an appropriate time of the day. Reaching out during the operational hours will ensure the email is read, the customer ...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 ...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 ...Sending Mass Replies to Tickets
In the world of automation, where businesses use every opportunity to reduce manual intervention and get quick, infallible results; customer support teams spending most of their work hours replying to queries can be counter-productive.This can be ...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 ...
New to Zoho LandingPage?
Zoho LandingPage Resources