Scheduling Replies to Tickets in iOS - Desk | Mobile

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.
Notes
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

  1. In the desired ticket, tap the More icon in the thread. 
  2. Select reply or reply all. You will be redirected to the compose screen. 
  3. Compose your reply.
  4. Tap the Dropdown arrow next to Send.
  5. Choose Schedule Reply.
  6. Select a predefined time, or specify a Custom Duration, or enter a Specific Date and Time. 
  7. 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. 

Print

  1. Navigate to the scheduled reply.
  2. Tap the More icon  
  3. Select Print. 
  4. Connect to the required printer, fix the layout, and mention the number of copies needed.
  5. Click Print. 

Pin

Agents can also pin the thread which is scheduled to replied.