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

        • Notification received when self-assigning tickets

          When I assign tickets in Zoho Desk the relevant agent gets a notification email. When assigning myself a ticket in Zoho Desk, I get a notification email. Now, as I am the person who assigned the ticket to myself, getting a notification in this regard

        • Nouveauté dans Zoho Writer - Création de documents et de modèles assistée par l'IA

          Zia, l’assistant IA de Zoho Writer, soutient les utilisateurs dans l’amélioration de leur écriture et la création de contenus : correction orthographique et grammaticale en temps réel, suggestions adaptées au contexte, détection du plagiat, révisions

        • Session Expired

          I constantly get "Session Expired" and need to relogin or close and open the application again. This gets really frustrating during the day. Is this something that can be solved? This really makes me want to leave the app as it is no go to need to reopen

        • Disable Buttons for Users with Profiles without permission

          Hey, I've noticed that users without permission of setting up things in the marketplace, can still see the icon: On a click, you see this: It would be way better, if they couldn't see this menu icon at all. (Aside from the fact that it completely misplaced

        • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

          Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

        • Zoho Analytics - Make text clickable in underlying data

          Hi Community, I have a simple sales report based on a Invoice query table. I have included a link on to each invoice on the table and sent the Invoice number URL to the link. This works find in the query table, but when I click underlying data on the

        • Credit Management: #5 Advanced Refund Policy

          You're subscribed to a well-known SaaS design tool. You've used it to manage your team's projects, create marketing visuals, brochures, and so on. But your needs change over time. Your company may switch to another tool or hire an in-house designer who

        • Exported Slide Image Lacks Portion of the Background Image

          This does not always happen, but when I export (or "download") the rendered image of a slide, it sometimes lacks a portion of the background image. I created a sample slide deck to demonstrate it and shared it with the admins. It is also publicly available

        • Effective Inbox Organization: Folders vs Tags in Zoho Mail?

          I'm exploring the best ways to organize a busy inbox, especially when managing multiple clients or project using Zoho Mail. I’d love to know what works best for others: 1. Do you prefer **folders** (possibly with sub-folders) for each client or project?

        • Piss poor service in Support in Domains and email

          Srijith Narayanan B contacted me today. Very pleasant fellow. Just didn't want to tell him how bad your support service is. You help the person, but you leave before we can finish the next stage. Which causes a lot of frustration. It's been 8 days now

        • Zoho Mail android app update: Block & reject future emails, Report phishing, Spam alerts, Suspicious URL detection

          Hello everyone! In the most recent Zoho Mail Android app update, we have brought in support for the following features: Block & reject future emails Report Phishing Spam alerts in the mail details screen. Suspicious URL detection. Block & reject future

        • Zohomail does not support additional fields in mailto links

          Hello, I set up Zohomail as default composer in Firefox according to manual here: https://www.zoho.com/mail/help/defaultcomposer.html#alink2 Later, I wanted to use this functionality to answer in a Linux mailing list thread using mailto link: mailto:xxxxx@kernel.org?In-Reply-To=%3C727o0521-q24p-s0qq-66n0-sn436rpqqr1p@example.com%3E&Cc=xxxxx%example.org&Subject=Re%3A%20%5BPATCH%20v2%28%29

        • Email address for forwarding is not saving and there's no confirmation ema

          Steps to reproduce: 1. Enter my forward email in the email forward section of the account 2. Click save 3. See a notification stating saved successfully 4. Refresh the page, no forward email is saved 5. No email confirmation received at the forwarding

        • This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

          This is the error i keep getting when trying to use my Zoho Domain Mail. This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details Find attached. I hope this can be resolved very quickly so i can go on and make

        • Auto CC - Moving Departments

          We have Auto CC e-mail replies to your support mailbox enabled. We have two departments: Helpdesk (helpdesk@domain.com) Delivery (delivery@domain.com) If we create a Helpdesk ticket, and reply, replies are CC'd to helpdesk@domain.com (OK) We then move

        • Unable to see free plan option

          Hello Zoho Support Team, I hope you are doing well. I am trying to sign up for Zoho Mail, but I am unable to see the option for the free plan. Could you please guide me on how I can access or activate the free plan? Thank you for your assistance.

        • Sorten the domain of zoho mail ids

          I recently created zoho mail id and am quite excited with the features. But one issue ig nobody wanna type this big zohoaccounts.com I mean silly bold Suggestion zmail.com (sound gmail) (attraction) or some genz words looks cool

        • Weekly Tips : Customize your Zoho Mail Notifications

          In a professional context, email communication remains one of the most crucial channels for staying connected and managing workflows. Keeping track of your emails, task updates, or important announcements can be overwhelming—especially if you are juggling

        • The attendees will now be redirected to the landing webpage when they exit the webinar, set by the organizer.

          Hello All, In the latest version of the Zoho Meeting iOS mobile app (v1.3.16), we have brought in the below enhancements:   Post Webinar Re-direction Revamped exit UI for Webinar Post Webinar Re-direction:  The attendees will now be redirected to the

        • 550-5.1.1 The email account that you tried to reach does not exist

          Hi, I made sure my domain, SPF, MX records, and DKIM are all verified. I've entered the information correctly in cPanel and Email Routing is set to Remote Mail Exchanger. I am able to send, but unable to receive emails. When I sent a test reply to it, I get the following error: The response was: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser

        • Download API file contents from browser

          Hi Team - is there something being planned to be able to trigger file downloads from the browser via a deluge script? i.e. retrieve a file via API, trigger the file download directly from the browser. Or... using the convertToPdf function (https://www.zoho.com/deluge/help/functions/file/convert-to-pdf.html)

        • When using "locations" in zoho books, can you keep the two locations totally separate from each other?

          I am looking to add a location but I don't want to intermingle the banking or other accounts. I want that to be like two separate independent branches that use different banking accounts, accounts payable, and accounts receivable. The people who are in

        • Adding a Channel to SalesIQ

          I have a client that currently uses Zoho CRM and Zoho Desk. They would like a live chat to place on their website that has a mobile app and chat bots (something like SalesIQ). However, they would also like to have all this work over SMS as well. Does the SalesIQ API allow this? Can I add visitors without them being a visitor on a website? Thanks! Bryan Redeagle

        • Zoho Flow Needs to Embrace AI Agent Protocols to Stay Competitive

          Zoho Flow has long been a reliable platform for automating workflows and integrating various applications. However, in the rapidly evolving landscape of AI-driven automation, it risks falling behind competitors like n8n, which are pioneering advancements

        • Important Features Missing

          Hey all I love linkthread, but i am missing some important features. I want to be able to include my Google Tag Manager. I have all the important stuff in my GTM Container: Facebook Pixel, LinkIn Pixel, Zoho Pagesense and so on. So i am able to do retargeting

        • Zoho SignForms: Prefill parameters with spaces render as “+” in the document (even when using %20)

          Hello Zoho Sign team, we are using SignForms with prefill parameters passed via URL. Spaces in parameter values are being rendered as “+” in the finalized document—even when we URL-encode spaces as %20. This is critical for us because we prefill addresses

        • Currency selector (based on variable) usage in comparsion

          Hi, I've developed a currency selector based on the following topic, and it's working well in pivot tables and charts: https://help.zoho.com/portal/en/community/topic/how-can-i-allow-my-users-to-choose-a-currency-for-the-dashboard I also have a comparison

        • Customize Column in Projects - Default View for Template?

          Is there a way to have the columns you'd like to see added to a template? I want my customized columns to show up every single time I create a project from that template. It appears I can customize them in the template but when I create the project they do not transfer over.  Template: See below how the columns in order are : Task, Owner, Status, Assigned, Website URL, Blog H1..etc. When I create a project from that same template it comes out as: Task, Owner, Status, Tags, Start Date, End Date, etc

        • Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

          Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your

        • Multi-Page Forms in Zoho Creator!

          Let’s make long applications easier to handle by dividing them into pages, adding a progress bar, and guiding users step by step through complex data entry. This would be a total game-changer for the user experience and could significantly boost completion

        • Email login error

          Login successfully but email page error

        • Shared Mailboxes Disappeared

          Zoho Mail users in our company haven't been able to see their Shared Mailboxes for the past few hours. I've checked with App and Web Access, but they can't access them. When I send emails to their addresses, I get no error messages. They're still visible

        • Remote Server is misconfigured

          Dear Team, I am unable to use email id as remote server is misconfigured. It would be really great if you could help on this and get this resolved. Thanks & Regard Rohit Gupta

        • why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.

          I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.

        • Free webinar alert on October 16 - Less Complexity, More Security: Workplace + Directory

          Hello Zoho Workplace Community! Security and productivity shouldn't be at odds—and with Zoho, they're not. Discover how Zoho Workplace + Directory delivers seamless collaboration with enterprise-grade security, all in one integrated ecosystem. Join our

        • Workdrive and ChatGPT Team Synced Connectors

          Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team edition

        • Alias Name (on items) use case in Zoho inventory

          Hey, Hope everyone is well. Wondering if anyone can shed some light on the use case of Alias Names on Products in Zoho Inventory? Cheers, Chris

        • Updating an Invoice Line Item's Discount Account via API Call / Deluge Custom Function

          I need help updating an invoice line item's discount account via API. Below is a screenshot of the line item field I am referring to. Now the field to the left of the highlighted field (discount account) is the sales income account. I am able to modify

        • Send e-mail with attachments

          Dear Zoho, How is that possible in Zoho Flow to send an e-mail with attachment?  Just a simple example: Zoho Flow checks my Zoho mails and if the conditions starts the trigger then I would like to send an email with the original email's attachment. Any idea? BR, Adam

        • How to I get checkboxes on a subform to update via deluge

          Hello, would someone be able to tell me what I'm doing wrong here? I am trying to take the contents of a Deals subform and add them to an invoice then update the checkbox on each row so that 'add to invoice' is unticked and 'invoiced' is ticked. The output

        • Next Page