Viewing Ticket Subtabs in iOS
The agent can view or add additional information regarding the ticket like resolution, time entry, attachments, activities, marketplace extensions, and custom modules in the ticket sub-tab. They can also associate tickets as parent-child for to resolve similar tickets easily.
Adding resolution for a ticket
Agents can add the vital steps take to close a ticket under the resolution tab. This will serve as a reference to the other agents who might be handling a similar type of ticket. They can also edit and delete a resolution after adding it. They can also choose to notify the customers after adding the resolution.
Agents cannot add more than one resolution for a ticket.
Adding tickets as parent-child
Establishing a parent-child relationship where one ticket acts as a parent and a similar or related ticket as its child allows the agents to maintain a contextually well-organized database where they can find information easily and close multiple tickets at once, saving time. Learn more about associating tickets as parent-child in iOS.
Adding time entry for a ticket
Adding time entry to a ticket will help in monitoring how much time the agents spend on customer tickets and activities. It gives an idea of how long it takes for a ticket to be received, analyzed, and eventually resolved. Zoho Desk also offers the ability to apply the correct billing rate in the time entries. The admin needs to set hourly billing rates by agent, by profile, or by ticket. The billable value for the time entries is then calculated. Learn more about Setting up Time Tracking.
Adding attachments to a ticket
Users can attach data in the form of photos, files, voice notes, scribbled notes, and documents to the tickets to facilitate the easier exchange of information.
Adding activities to a ticket
The Activities module is where the user can create and keep track of all the tasks, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an activity. Learn more about accessing the Activities module in iOS.
Setting approvals for a ticket
At times, agents may require authorization from their superiors before making decisions. This process is facilitated through the approval tab, where the agent can submit the ticket for managerial approval.
Seeing the ticket history
Agents can choose to view the complete history of the ticket or the ticket actions like adding comments, resolution, attachment, time entries, etc., they've made.
Accessing custom modules related to a ticket
Custom modules are created to cater to business' unique needs. Learn more about creating custom modules. If created, agents can select the required custom module to access the needed information.
Learn more about accessing custom modules in iOS.
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.
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