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 agents.
Using snippets in iOS
Snippets are pre-written responses or canned messages that can be easily inserted into email replies to tickets. They save time and ensure that all agents provide consistent answers to common questions or issues.
In the iOS mobile app, agents can perform the following actions within snippets:
- View: Agents can view the snippets they create and those that are shared with them.
- Insert: Agents can include snippets directly in their messages when replying to tickets.
- Sort: Snippets can be sorted based on their name or the time they were created or modified.
Snippets can be created only through the web application.
To view and use snippets
- Open the desired ticket and tap the More icon near the thread.
- Select Reply or Reply All.
- Tap the More icon in the top-left corner of the screen .
- Select Snippets and access either My Snippets or Shared Snippets.
- Tap on the snippet you wish to use. It will be pasted in the compose screen.
- Tap Send or use the drop-down menu to select Schedule or Send & Close.
Alternatively, agents can also type the name of the snippet in the compose screen and tap on the reply editor to insert the snippet.
Agents can search for the needed snippets and also sort them based on time (created time, modified time, oldest snippets, latest snippets) and name (ascending and descending order).
Using email templates
Email templates can be used to send Email notifications to the customers and agents as it will reduce the time taken to draft a response.
To view and use email templates
- Open the desired ticket and tap the More icon near the thread.
- Select Reply or Reply All.
- Tap the More icon in the top-left corner of the screen .
- Select Email Templates.
- Tap on the template you wish to use. It will be pasted in the compose screen.
- Tap Send or use the drop-down menu to select Schedule or Send & Close.
Agents can also star the frequently used email templates and reorder them as per their convenience through the Edit option. They can also set the email template of their choice as default.
Using articles
Articles offer solutions to product or service-related queries. The users can create articles related to their product or service and group them under custom sections for ease of access and link them with the tickets so that the agents can achieve solutions more quickly.
To view and use articles
- Open the desired ticket and tap the More icon near the thread.
- Select Reply or Reply All.
- Tap the More icon in the top-left corner of the screen .
- Select Articles.
- Tap on the article you wish to use. It will be pasted in the compose screen.
- Tap Send or use the drop-down menu to select Schedule or Send & Close.
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