Android and iOS Feature Updates

The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime.

We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamline their business efficiently.

Generate quick, and accurate replies

A summary of the IM chat can be generated using Insights, helping agents understand complex queries quickly. Reply suggestions can also be generated to provide contextually accurate replies, which reduces the time spent drafting replies. The sentiment of the incoming message can be analyzed using Insights to help agents align their responses accordingly.

Learn more about using Zia Insights in IM chats (Android)

Learn more about using Zia Insights in IM chats (iOS)

Activities Module

Schedule and record calls (Android and iOS):

Outbound calls can be scheduled, and the details of inbound and outbound calls can be recorded to provide transparency and track the agent's progress.

Create activities without associating with tickets (Android and iOS):

Individual tasks, events, and calls, such as onboarding requests or service maintenance, can be created that are not associated with tickets.

Sort and view activities (Android):

Activities can be sorted and viewed under system-defined list views or custom views.

Learn more about accessing the Activities module in Android

Learn more about accessing the Activities module in iOS

Customizing the list view in a custom module on Android devices

The list view in a custom module can be personalized by adding or removing columns as needed. For example, in a custom module called Tour Packages, the users can select fields—country of travel, duration, package type, and if a visa is required—to appear in the list view for easy access.

The fields and layouts within a module can be rearranged, and the appearance and alignment of each card in the module can also be customized. Read more

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