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

        • Allow Admins to Transfer Ownership of Their Own Files & Folders

          Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement to the ownership-transfer functionality in Zoho WorkDrive, specifically regarding administrator capabilities. As administrators, we have the ability to

        • Tip#46: Capture accurate log hours

          Hello everyone, Use the newly introduced timer settings that will streamline the usage of timers and help admins or workspace owners to manage the time entries of the workspace users better. Check out the below mentioned timer settings added to the Timesheet

        • Moving to app-specific authentication for Google integrations

          Hello everyone, We’re making an important change to how Google integrations work in our platform. Until now, we used a common Google project across Zoho to enable integrations like Google Drive, Calendar, and more. Going forward, we’ll be moving to an

        • Lost the ability to sort by ticket owner

          Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?

        • Using a CRM Client Script Button to create a Books Invoice

          Hello, I need help handling error messages returned to my client script from a function. The scenario I have setup a client script button which is available from each Deal. This CS executes a crm function, which in turn creates an invoice based on the

        • How Can i put a form in Zobot

          Hi,how can i integrate a form which has a multiple options to choose from.the form should be opened or displayed by zobot after it meets a requirement in the conversation. Thanks in advance !

        • Has Anyone successfully integrated Zoho and Sage Intact?

          Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,

        • Playback and Management Enhancements for Zoho Quartz Recordings

          Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to record

        • Zoho Analytics - Feature Request For Time Based Data Source Fetch

          Hi Analytics Team, I have a client using Zoho CRM and they want a weekly report at 4:30pm every Friday, emailed to the sales team showing a pie chart of Closed Won Deals for that week. This is easy to achieve in Analytics but not so easy to ensure the

        • Which user's capacity is used for Shared Mailbox storage?

          We use shared mailboxes at our company, and their size is increasing daily. Which user(s)'s total mailbox limit is being used up by this space?

        • Inserting the current date / time

          I'd like to use Zoho Notebook as a log - so it would be great to be able to insert the current date and time at the beginning (or end) of each my log/journal entries - or wherever I want. Something simple, like pressing a button/icon to insert it wherever my text cursor is. It could be formatted like "Mon Dec 11, 2017 - 11:43p". 

        • Migrate data from old to new account

          Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?

        • Campaign editor overrides href value

          I've been trying to insert a deep link in an email campaign so recipients can directly open a native app on their device. My deep link looks something like "myapp://". The options to insert links in the campaign editor are limited to strict urls, emails,

        • how to add subform over sigma in the CRM

          my new module don't have any subform available any way to add this from sigma or from the crm

        • Bug Report and Suggestions for Improvement in Zoho Applications

          Hi Zoho Team, I’d like to report a few bugs and improvement suggestions I’ve noticed while using Zoho products: Zoho Cliq Video Call: The camera sometimes turns off automatically during video calls. This seems to be a bug — please check and fix it. Zoho

        • Canvas Flex Box containers should not require a width/height.

          Flexbox containers are often used as organizational concepts, to ease re-flow on mobile etc. - I cannot use % for flexbox W or H - I cannot omit W or H This means that the content cannot dictate, and a Flexbox container cannot be used merely as an organizational

        • Zoho Desk Android app update: Filter enhancement, Save Filters

          Hello everyone! We have now enhanced the filter section on the ticket listing screen of Zoho Desk Android app as it is on the web(desk.zoho.com). Also, we have introduced an option to save filters for tickets on the mobile app. You can easily apply, rename,

        • Very long loading times | bad performance [ZOHO DC: EU]

          Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)

        • Zia Profile Summary now supports six languages and responds faster

          After numerous customer requests, we’ve expanded Zia Profile Summary to do more than just summarize resumes quickly. It can now summarize them in six different languages and deliver results even faster. What’s New 1. Extended language support Zia can

        • Introducing Zoho Show Android 3.0

          Good ideas need the right space to grow. They deserve tools that move as fast as your thoughts and make creating feel effortless. And that is why we are bringing you Zoho Show Android 3.0! From a brand-new look and smoother navigation to improved collaboration

        • Properly Capture Dropdowns & Hover Elements When Recording a Window/Tab

          Hi Zoho WorkDrive Team, Hope you are doing great. We encountered a limitation when recording a selected window or browser tab: Certain UI elements, such as dropdown lists, hover menus, and overlays, are not captured unless we record the entire screen.

        • Peppol integration zoho invoicefu

          Hi, Belgium will require Peppol invoicing as of 2026. I found that this is being prepared for Zoho books, to be released in Sep 2025. Will Zoho Invoice get this functionality too? I like the Invoice app for my part-time side business as bike mechanic

        • Allow Recording Only a Selected Portion of the Screen

          Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request a more flexible recording option in Zoho WorkDrive. At the moment, we can record either the entire screen or a specific window/tab — but not a custom selected portion of the screen

        • Restricting Calendar View to Working Hours

          Hi: I'm trying to implement a calendar which displays all of my customer appointments.  Currently, the calendar shows all 24 hours of the day.  Is there a way to restrict the hours to simply the times my business is open? Thanks!

        • Add Camera Background Blur During Recording

          Hi Zoho WorkDrive Team, Hope everything is well. We would like to request an enhancement to the video recording feature in Zoho WorkDrive. Currently, the camera preview displayed during a recording does not support background blur. This is an essential

        • Amazon FBA integration - Handle invoice reconciliation under different GSTINs,

          Dear Zoho Community, Thank you for the clarification regarding the Amazon FBA integration, default warehouse, and GSTIN mapping in Zoho Inventory. I understand that Zoho currently supports only one warehouse for Amazon FBA, and that all FBA orders are

        • Whatsapp Integration questions

          Hi Questions: 1. Whatsapp messages are not reaching our CRM, is there a delay? 2. Is there any way to create a whatsapp catalog on a number that is integrated with ZOHO? 3. How do I configure my profile picture on a number that is integrated with ZO

        • Allow Font Size 11 in Editors...

          That is basic functionality...

        • link mail.zoho.com/UnblockMe to unblock

          Could you please unblock my account heloisa.bomfim@expansaodenegocios.com

        • Unblocked me

          Please can you help unblocked my account thanks materiauxjcbrunet2000@zohomail.com

        • Integrating External Portal Tickets Into Zoho Desk

          A B2B travel company has a customer portal where clients can raise and submit tickets related to their bookings. These tickets need to be handled and managed in the backend through Zoho Desk. Ticket updates and replies from Zoho Desk should also be visible

        • Make Camera Overlay & Recording Controls Visible in All Screen-Sharing Options

          Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an improvement to the screen-recording experience in Zoho WorkDrive. Current Limitation: At the moment the recording controls are visible only inside the Zoho WorkDrive tab. When

        • Send WhatsApp voice messages from Bigin

          Greetings, I hope all of you are doing well. We're happy to announce this enhancement we've made to Bigin. Bigin's WhatsApp integration now supports audio messages, so you can record and send voice messages. This makes it easier to handle customer questions

        • CUSTOM FUNCTION GIVE ERROR #EVAL!

          CUSTEM FUNCTION CREATE KYA ZOHOSHEET ME US FUNCTION KO USE KIYA LEKIN DATA TO SAHI HAI LAKIN DATA SHEET ME NAHI LAG LAHA HAI KRUPYA SOLVE KARE MY CODE IS float ADDTWO_TWO(float NO1, float NO2) { ADD = NO1 + NO2; return ADD; }

        • Samsung Keyboard Issues with Notebook

          Dear Users, We're sorry to inform you that some of our users are experiencing certain issues like scrolling, delay/lag, cursor placement especially within the text notes. This occurs mainly due to Samsung Keyboard compatibility with Android 13 and some

        • Zoho Books | Product updates | October 2025

          Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple

        • Zoho Developer Community Hackathon 2025 is LIVE!

          Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, this

        • Zoho Books | Product updates | September 2025

          Hello users, We’ve rolled out new features and enhancements in Zoho Books. From PayNow payment method to applying journal credits to invoices and bills in other locations, explore the updates designed to enhance your bookkeeping experience. Integrate

        • Zoho Workdrive for Office, "vsto runtime not found"

          Hi all, I have been trying to get ZohoWorkdrive_MS-addin_1.4.exe installed, but I keep getting the error "VSTO Runtime Not Found!" - even though I have installed it ... Anyone else hear had problems with the MS addin?  FYI, I am using O365 on A Dell laptop running Win 10 Home - fully patched and up-to-date.  I have tried compatibility modes and running explicitly as Administrator - the usual steps. Any advice would be appreciated.

        • Add "Fetch Composite Item" Action for Inventory

          I want to make a Flow that uses information returned in the GET call for Composite Items, and it's not currently available in Zoho Flow. Please consider adding this functionality.

        • Next Page