Zoho Desk mobile app: key updates from January - July 2024

Zoho Desk mobile app: key updates from January - July 2024

Hello Everyone,

We are constantly working to make Zoho Desk better and improve its mobile functionalities. Over the last six months, we have introduced some exciting new features and enhancements to the Zoho Desk mobile app. Here’s a summary of these updates so that you can take a closer look at them.

1. Scheduled Reply for iOS and Android 

Scheduled Reply allows agents to compose messages and set them to be sent at a later time, ensuring convenient delivery across different time zones. Agents can schedule replies for predefined times, custom duration, or specific dates and times. This feature requires activation on the web version before use on mobile devices.

Key actions available in the Scheduled Reply feature include:

  • Scheduling the reply.
  • Editing the reply.
  • Clearing the schedule.
  • Sending the reply immediately.
  • Deleting the draft.

 
To learn more about Scheduled Reply in the Zoho Desk iOS app, read this document.
To learn more about Scheduled Reply in the Zoho Desk Android app, read this document.
 

2. Send and close ticket replies for iOS and Android

The Send and close feature in Zoho Desk allows agents to not only send their reply but also close the ticket simultaneously. This streamlines the process of handling resolved tickets, ensuring that once a response is sent, the ticket is marked as closed, reducing manual follow-up steps and improving efficiency.
 
  

3. Custom Module for iOS and Android

Custom modules in the mobile app allow users to manage and organize data that is specific to the business needs. Users can view custom modules as separate modules in the Zoho Desk Android app, whereas custom modules are accessible within tickets in iOS.

Additionally, users can access lookup modules, which are linked to other modules through lookup fields. This makes it easier to access related records and view detailed information that is linked to the custom modules.

For example, if you have a custom module for tour packages, you can use lookup fields to link it to ticket records, making it easy to view which tickets are associated with each tour package.
 

4. Default ticket listing for Android 

Default Ticket Listing allows users to set their preferred ticket listing mode (such as Status, Handshake, Countdown, or Priority) as the default. This ensures that every time the app is opened, the chosen mode is automatically applied, streamlining ticket management.



To learn more about Default Ticket Listing in the Zoho Desk Android app, read this document.
 

5. Table view support for Android 

Table view offers a detailed, tabular format for viewing and managing support tickets. Users can select which fields to include or remove from the displayed list. Changes made in the view sync instantly with the web interface for consistency across platforms. This view facilitates bulk actions like merging, assigning, deleting, and closing tickets.


To learn more about Table View in the Zoho Desk Android app, read this document.
 

6. Guided conversation (GC) bot for iOS  

The Guided Conversation (GC) bots are designed to efficiently manage customer inquiries on website and WhatsApp. These bots use predefined conversation flows to automate initial responses, handle routine questions, and provide immediate support to users. On the Zoho Desk iOS app, agents can view and pick up bot conversations from the mobile app that helps them manage interactions and address customer queries promptly, regardless of their work location.



To learn more about Guided Conversation Bots in the Zoho Desk iOS app, read this document.
 

7.  Rich text support for comments in Android 

Rich Text allows users to format comments with options like bold, italic, underline, and strikethrough. Users can also change the font color, highlight text, and create bullet points or numbered lists. This formatting is available for both private and public comments within tickets, making them more readable and organized.
  

To learn more about Rich Text support for comments in the Zoho Desk iOS app, read this document.

8.  Snippets for iOS and Android 

Snippets are pre-written responses or canned messages that can be easily inserted into email replies to tickets. In the Zoho Desk mobile app, agents can view, insert, and sort these snippets to ensure consistent replies to tickets. Agents can access the snippets created by them and those shared with them by other agents. Snippets can be sorted by name or creation date for easy management.


To learn more about Snippets in the Zoho Desk iOS app, read this document.
To learn more about Snippets in the Zoho Desk Android app, read this document. 

9. Extended language support for iOS and Android 

The Zoho mobile app has recently expanded its language support, making it more accessible and user-friendly for a diverse global audience. The iOS app now includes Icelandic, Kazakh, and Thai languages, bringing the total number of supported languages to 20. Similarly, the Android app has added Icelandic and Kazakh, now supporting a total of 19 languages.

To see all the languages supported in the Zoho Desk iOS app, refer to this document.
To see all the languages supported in the Zoho Desk Android app, refer to this document.
 
We hope that these updates will enhance your ticket management experience using  
Zoho Desk's mobile applications. Feel free to drop any questions or suggestions in the comments below; we will be here to assist you every step of the way!
 
Stay tuned for more exciting updates from Zoho Desk Mobile.

Have a great day!
 
 
Regards,
Aakamsha Raj | Zoho Desk




        • Recent Topics

        • Taxes for EU B2B Transactions

          Currently, ZC doesn't seem to have a procedure for validating VAT numbers of businesses purchasing in another EU state, and removing local VAT is valid. This is essential for all inter EU B2B trade.

        • Unable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed

          Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-server

        • CRM Related list table in Zoho analytics

          In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

        • Candidate Registration/Invitation

          It would be great to include the 'invite' candidate functionality into some of the automation functions - ether through a custom function trigger or webhook or accessible through an email template.  Currently there is no way to add this functionality into any workflows or blueprint steps which, I find limits the ability to invite candidates to engage with us directly through our candidate portal. 

        • [Free Webinar] Learning Table Series - Creator for Infrastructure Management | A Partner-driven collaborative session

          Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,

        • Where we can change the icon in social preview

          Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

        • I have error AS101 when I try to add paypal@mydomain.com to Zoho

          Please help me with this. I tried to call the help line 4 times but don't get any response.

        • VAT on Multiple Expenses

          Firstly, might I say I am based in Ireland, and I'm not an accountant, and therefore my understanding of procedures could be somewhat limited. Scenario. An employee pays for items throughout a month, and therefore their claim for expenses includes multiple items - some of the items are VAT deductible (eg, an IT product) and some are not (eg, a client lunch). Discovery The odd thing in ZBooks, is that whilst it seems possible to add a VAT rate to a one-off item of expense, it is not possible to add

        • Agent assignment filter?

          Godo day, We are starting to play with FSM to see if it's going to work for our needs. Now so far we have found that it's very restrcitve in the field department you you have layout rules or can't even hide fields depending on the users roles. We can't

        • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

          Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

        • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

          so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

        • Kiosk Page Refresh

          We have a Kiosk running from a button in contacts to update values and also add related lists, which works great, but when the kiosk is finished the page does not refresh to show the changes. Is there a way to force the contact to refresh/update when

        • Tips & tricks: Make SalesIQ automations work for you

          Every day, thousands of visitors land on your website. Some browse, some buy, and some leave without a word. But, wouldn’t it be great if you could automatically know who’s interested, engage them at the right moment, and never miss a lead, and all this

        • Add Custom Reports To Dashboard or Home Tab

          Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

        • Digest Octobre - Un résumé de ce qui s'est passé le mois dernier sur Community

          Chers utilisateurs, Faisons le point sur les temps forts du mois d'octobre au sein de notre Community Zoho France. Partager des informations sensibles, comme des mots de passe, peut vite devenir compliqué et risqué. Les données circulent par email ou

        • How do I fully delete a user account

          Hi, I have two old accounts on my CRM which are inactive and show as 'Closed' in the list of users. BUT they are basically still there. How do I fully delete these accounts? They appear in some parts of CRM still such as the on the contact record emails

        • Automatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar

          Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho Calendar

        • Credit Management: #6 Tackling Common Mistakes in Credit Based Billing

          Businesses extend credit to build relationships, make buying easy, and drive more sales. But somewhere between extending and collecting, things begin to slip. A few late payments here and there, an overlooked invoice, and a backlog make cash flow feel

        • Tasks Statuses

          Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closes

        • Updating Blueprint stage from my Deluge function

          Hi all, I need to update the blueprint stage. Its almost working, but ONLY if the current Deal stage is 'Closed Lost'. On any of my custom stages that Ive specified in the pipeline it doesnt work! My code: dealmap = Map(); deal_stage = deal.get("Stage");

        • Canvas: is it possible to have a fixed header?

          Hello. Does Canvas provide the option to have a fixed header, similar to the standard view? It would also be interesting for other parts of the interface, like the header or sidebar of the tab section. Thanks!

        • Limited layout rules in a module

          There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are

        • dealing with post dated cheques

          Hi, can you help me please the best way to deal with this We sell an item of three months duration that is paid for with post dated cheques in monthly stages example - item is sold £3000 Cheque 1 is for £1000 due at time of sale (say Sept) cheque 2 is dated 25th of next month (Oct) cheque 3 is dated 25th of next month +1 (Nov) Now, with invoice number one it's simple - i send a standard invoice as usual But with the other two here's what i want zoho to do next month i want it to send an invoice on

        • Using Contains as a filter

          We are using Zoho Reports, ServiceDesk Plus analytics. I do not see how to create a report filter using Contains comparison of a string values, is one string contained in another. For example, Task Title contains the word Monitor. Is this possible in Zoho Reports?  This reporting feature is available in SDP reporting. Thanks in advance, Craig Rice

        • Set off Unearned Revenue

          Hi, I would like to get a clarification on the below. I have an opening balance of BD.725/- in my Unearned Revenue A/c which includes the overpayments of 6 clients. No One of my clients settled his invoices by paying the value of the invoice less the

        • How Zoho Desk contributes to the art of savings

          Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

        • Add Webhook Response Module to Zoho Flow

          Hi Zoho Flow Team, We’d like to request a Webhook Response capability for Zoho Flow that can return a dynamic, computed reply to the original webhook caller after / during the flow runs. What exists today Zoho Flow’s webhook trigger can send custom acknowledgements

        • When moments in customer support get "spooky"

          It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoy

        • email moderation issue when email is sent in the name of a mail group

          Symptom: an email that is sent by a mail group moderator in the name of a moderated mail group is held back for approval. Reproduction: Create a moderated mail group with members and moderators. Allow that mails can be sent in the name of the group (extended settings). Send an email to the group as a group moderator, but in the name of the group. This mail is held back for moderation which is unexpected. Expected: A mail sent by group moderator to a moderated group are not held back for moderation

        • Questions about Zoho mail

          Hello, I had up until recently, the free version. I got a warning message that said, "The user account (Redacted email address) 6.02 GB in your organization is almost nearing the allocated storage of 5.00 GB. If the storage exceeds the allowed limit,

        • How can I delete duplicate transactions?

          I want to delete the duplicates not simply exclude them. I have duplicates, because I had automatic bank feeds turned on (had to make sure this critical functionality was working before migrating to Zoho). Now when I import my csv's exported from Wave,

        • Multiple email addresses

          Multiple email addresses: I understand there is the ability to add an additional email field to a contact, but the functionality here needs to be drastically revised. Currently, this second email address does not log under the contact email history, nor is it available as a send address when using the Send Mail button within CRM. We recently migrated from GoldMine. I hate GoldMine, but there is one thing they did well: Email. I suggest copying them. Change the email field to an editable picklist,

        • ViewID and Zoho Desk API

          I'm looking at the documentation for Listing contacts and it looks like you can filter by ViewID. I assume this is views created in a department or all departments. Is this correct? And if so, how do I find the ViewID for that view? EDIT: I see the view

        • Ability to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects

          Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside Zoho

        • Print Tickets

          We have field engineers who visit customers. We would like the option to print a job sheet with full details of the job and account/contact details.

        • Zoho Desk integration with Power BI

          Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

        • Ability to Attach Images When Reporting Issues to Zoho Projects from Zoho Desk

          Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to report bugs directly from support tickets into the Zoho Projects issue tracker. This integration is extremely useful and helps us maintain smooth coordination

        • Ability to Choose Task List and Add Subtasks When Creating Tasks from Zoho Desk

          Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to seamlessly connect customer tickets with project tasks. While the integration works great overall, we noticed two important limitations that affect our workflow

        • Sync Task Status from Zoho Projects to Zoho Desk

          Hi Zoho Desk Team, Hope you’re doing well. We’re actively using the Zoho Desk–Zoho Projects integration, which helps our support and project teams stay aligned. However, we noticed that when we change a task’s status in Zoho Projects, the change is not

        • Default/Private Departments in Zoho Desk

          1) How does one configure a department to be private? 2) Also, how does one change the default department? 1) On the list of my company's Zoho Departments, I see that we have a default department, but I am unable to choose which department should be default. 2) From the Zoho documentation I see that in order to create a private department, one should uncheck "Display in customer portal" on the Add Department screen. However, is there a way to change this setting after the department has been created?

        • Next Page