Setting Ticket Preferences in iOS - Desk | Mobile

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 while creating it or change it later using the edit option. For example, in a car servicing company, if the customer asks for delivery before the given date, the agents can change the delivery date using the edit option. 

To add the due date while creating a ticket

  1. On the Ticket Views page, tap the Add  icon. 
  2. In the Add Ticket page, under Additional Information, tap the Calendar  icon near due date to set the due date for the ticket. 
  3. After selecting the desired date and time in the displayed calendar, click Done. 
 


To edit the due date after creating a ticket

  1. In the ticket, tap the existing due date. 
  2. In the displayed calendar, set the due Date and Time of ticket resolution and click Done. 

Setting ticket status

Generally, when customers lodge their queries through a phone call, the agents create a ticket to record it. While submitting the ticket, the agents can set the status of a ticket while creating it or change it later using the edit option.

To add the status while creating a ticket

  1. On the Home screen, tap the Add  icon . 
  2. In the Add Ticket page, under Ticket Information, tap the drop-down  icon near Status to select the status of the ticket from the given list. 

To edit the status after creating a ticket

  1. In the ticket, tap the existing status and change it to the required status from the list. 

Setting ticket priority

Assigning a priority level to a ticket is crucial for efficient task management, letting the users prioritize urgent issues over less critical ones, ensuring timely resolution and customer satisfaction. Additionally, Zoho Desk also allows the users to create custom priority values tailored to their specific needs. The priority level of a ticket can be set while creating a ticket or it can be changed later using the edit option. 

To add the priority while creating a ticket

  1. On the Home screen, tap the Add  icon. 
  2. In the Add Ticket page, under Additional Information, tap the drop-down icon  to select the priority of the ticket from the given list. 

To edit the priority after creating a ticket

  1.  In an open ticket, tap the existing priority and change it to the required priority status from the list.