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 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, select the required extension that is being listed to perform the required activities.
Accessing Zia's generative AI
Agents can get a summary of the ticket or thread, generate replies for the ticket and also generate content like emails, promotional content, etc., using Zia's GenAI. Learn more about Zia in iOS.
The following actions can be done from the bottom band in the ticket detail page.
Moving tickets
Agents can move tickets from one department to another if the ticket requires the attention of some other department using the Move 
icon.
Opening/Closing tickets
Agents can reopen closed tickets or close the tickets using the Open/Close 
icon.
Commenting on tickets
Comments is a platform for agents to discuss solutions and seek peer support within the help desk. Learn more about adding comments in iOS.
Replying to tickets
Agents to reply to tickets using the Reply 
icon. They can also choose between reply, reply all and forward on tapping the reply icon.
The following actions can be done from tapping the More 
icon in the bottom band of the ticket detail page.
Marking tickets as read/unread
Agents can mark tickets as read or unread to save time or take action later.
The Mark as Read or Unread function is user-specific. If John marks a ticket as read, it will be displayed as read to him, while other agents would view it unread.
Following tickets
Agents can follow a ticket in order to stay informed about the changes or updates that are made to the tickets.
Applying macros
Macros are a set of actions that can be applied to support tickets. The actions include sending emails, creating tasks, and updating a field in the tickets. Once created, macros can be applied manually to the tickets. Learn more about Creating and Using Macros.
Macros can be created only through the web application. In the mobile application, the agents can choose the macros they want to apply to the tickets.
Adding followers
The users can add team members as followers using the followers option to keep them updated on the progress of the ticket. The followers will receive notifications about any developments related to the ticket.
Adding tags
Tags in Zoho Desk are a combination of words that can be used to add more context, classify, and locate tickets.
Zia, an AI driven support assistant, can help the users automatically add tags to the tickets. She scans every incoming response and identifies the key phrases from the response. These key phrases are added to the incoming ticket threads, which are then intelligently grouped into a tag and added to the ticket.
Sharing ticket and ticket URL
Agents can also share tickets with other departments or share the ticket URL with other agents to solve queries jointly.
Marking tickets as spam
The agents can manually mark tickets as spam so that the undesired emails do not clutter their ticket list.
Deleting tickets
The agents can also delete tickets that are deemed unnecessary.
Deleted tickets will be moved to the recycle bin, which can be accessed through the Zoho Desk web application.
Accessing 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. Read more about marketplace extensions.
The extensions will be visible in the mobile app only if installed in the web application.
If installed, select the required extension that is being listed to perform the required activities.
Using custom buttons
In Desk mobile app, users can perform custom actions like navigating to other webpages or apps, or filling forms from the Desk interface. They can also execute custom workflows suiting their business to close tickets with the help of custom buttons 
.
The extensions will be visible in the mobile app only if installed in the web application.
If installed, select the required extension that is being listed to perform the required activities.