Unwrapping the best practices for the Zoho Desk mobile app: Part 1

In focus: Empowering the field and frontline customer support representatives

Imagine having to carry your computer everywhere to respond to customers, handle escalations, and update your process. This series presents you with efficient tips to handle your ticket operations at your fingertips. The Zoho Desk mobile app helps customer support representatives and managers in an organization make customer service a smooth experience.

Zoho Desk mobile app empowers your teams to manage tickets, provide resolutions, and service customers from anywhere. Let’s see how the Zoho Desk App empowered Omniserve, a field service management firm. Omniserve handles audits, field services, logistics, and customer support across regions. The Zoho Desk mobile app keeps everyone, from technicians to supervisors, synchronized and accountable. Let’s walk through a workday at Omniserve to see how mobile service plays out across different personas.

Omniserve on the move  

Mornings at Omniserve feature requests from factory floors to delivery vans. Mobility, accountability, and automation matter the most for on-ground service reps, technicians, and delivery support. With the Zoho Desk mobile app, each agent carries the business in their pocket. Mobile workflows ensure every verification, inspection, and delivery query is completed, verified, and closed from where the action happens.

On-site repair verification  

Ross, the field technician, uses the Zoho Desk mobile app to update photos of the repairs at a manufacturing unit to submit them as a repair verification ticket update.
In the Zoho Desk mobile app, you can attach photos before and after the repair, within the tickets, for better tracking. You can mandate this action by configuring mandatory attachment fields for ‘Repair Verification’ forms to ensure proof-based submissions.

Blueprint setting the process

In the audits section, Melissa, the Quality Supervisor, conducts factory audits with multiple checkpoints, including safety, cleanliness, and equipment functionality. The Blueprint feature enables multi-step business processes with mandatory transitions in the mobile app. Configure SLAs at each state to ensure each checkpoint is completed within timelines. Blueprint can be executed on the Zoho Desk mobile app, too.

Agent’s status change  

Daniel, an on-site field representative, replies to a ticket and then manually changes the status to "Field Work". This repetitive action led to the chance of being missed while handling multiple field services. Zoho Desk's web portal provides an option to configure Reply + Status Change in the web version. This can be enabled in the Zoho Desk mobile app to ensure compliance in one tap.

IM utility templates

As the evening rush hits, Lily from Delivery Support juggles dozens of customer pings about package delays. She has to respond swiftly but keep replies accurate and calm. The IM Module in the Zoho Desk mobile app is enriched with WhatsApp utility templates. This speeds up response time without losing tone during high-volume hours.

Tips at a glance

Mobile workflows can help you offer efficient support to your customers as well as manage internal operations effectively with the Zoho Desk mobile app.  

Configure mandatory attachment fields for service verification forms to ensure proof-based submissions.

Use a Blueprint to design multi-step audits with clear state transitions. Configure SLAs at each state to ensure each checkpoint is completed within timelines.

Configure Reply + Status Change on the web and enable it in the Desk's mobile app to ensure compliance in one tap from your Zoho mobile app.

Use the IM Module in the Zoho Desk mobile app. Speed up response time without losing tone during high-volume hours with the help of WhatsApp utility templates.

Refer to our ATE 24 discussions on Zoho Desk's mobile experience

And how could we miss wishing you well on this special occasion?

This Christmas season, we wish you a Merry Christmas filled with love, joy, hope, and goodness.

May this season bring cheer, happiness, and the true spirit of Christmas to you and your loved ones.

• Topic Participants

• Lydia | Zoho Desk

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• How can we clear a signature field with deluge?

  I would like to clear a signature field in the Edit -> On Load. I have tried input.signature = ""; input.signature = null; clear input.signature; None of the above is working. is there any other way I am missing?

• Online PDF Editor

  Hello Team, There is a small glitch i found when i was using your online software called "PDF Editor", There is a menu bar on right side comes when we click on 3 dots for any pdf, but that entire menu has no options to choose, that is totally blank, please

• How do I disconnect my Salesforce integration?

  I need to integrate a different Salesforce sandbox with my Zoho form.

• Zoho Recruit - Email Relay

  Good day, Has anyone succeeded in setting up an email relay for Office 365? If I add the details from https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-8361e398-8af4-4e97-b147-6c6c4ac95353, I get the connection error. Regards, Eka

• Zoho Recruit -> Exchange Online Relay

  HI! I have tried to connect Recruit to our MS 365 Exchange Online without any luck. I use this guide https://help.zoho.com/portal/en/kb/recruit/outreach/email-relay/articles/email-relay-zoho-recruit#Configuring_Email_Relay_Settings Do anyone have the

• Error AS101 when adding new email alias

  Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

• an issue in Zoho CRM where the workflow rule is not triggering

  H I’m currently facing an issue in Zoho CRM where the workflow rule is not triggering when a new lead is created through a webform. I’ve double-checked the criteria and field updates, everything seems fine but it still doesn’t fire. Has anyone faced this

• 401 Unauthenticated Error – Zoho CRM to Google Sheets Integration

  Hi I'm building an Automation Function in Zoho CRM using Deluge that appends contact data from Zoho CRM into a Google Sheet whenever a new contact is created. WHAT I'VE DONE: I created a connection in Zoho CRM (Developer Hub → Connections) with the following

• Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

  Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

• Income not showing in direct bank feed

  Hi, I am trying to enter income without knowing or mentioning customer, as i am told, my client wants single or cash basis accounting but i seriously struggling......................

• I am not able to check in and checkout in zoho people even location access allowed

  This issue i am facing in mackbook air m1, I allowed location in chrome browser and i also tried in safari but getting similar issue. Please have a look ASAP.

• Preview future shift rotation in Shift Schedule

  Hi, What if, instead of the current behavior, the Shift Rotation feature in Zoho People allowed users to preview future shift schedules before the scheduler execution? Currently, when a shift rotation is configured (for example, monthly rotation), the

• Automatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects

  Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to manage tasks related to customer tickets, and it works well for linking and tracking progress. However, there are a few important automation capabilities

• Sign Out

  Hello, I have a doubt with Permalink. I have a view created with critera to show only the records belonging to the user who has sign in. The problem is that the different users use the same computer and some times the user login keep signed, and when I send the permalink (by email) of the view, the users enter with other login signed. Moreover the permalink view doesn�t allow to do a log out. May I add something in the permalink to request always sign in? Sorry for my English. Many thanks! Regards

• Announcing new features in Trident for Windows (v.1.39.4.0)

  Hello Community! Trident for Windows just received a major update, with a range of capabilities that focuses on strengthening communication and simplifying workflows. Let’s dive into what’s new! Upload email attachments to WorkDrive. Until now, you could

• Introducing Automatic Field Addition (Text Tags) in Zoho Sign

  Hello, Today we are excited to announce the general availability of automatic field addition (text tags) feature in Zoho Sign. Now, you can now add text tags in the content of your documents and Zoho Sign will automatically add the corresponding fields when they are uploaded for the signing process. For example: when you add text tags to your sales orders, new employee contracts, and NDAs, Zoho Sign will add the corresponding fields when these documents are uploaded for the signing process. If you

• Introducing Built-in Telephony in Zoho Recruit

  We’re excited to introduce Built-in Telephony in Zoho Recruit, designed to make recruiter–candidate communication faster, simpler, and fully traceable. These capabilities help you reduce app switching, handle inbound calls efficiently, and keep every

• Write-Off multiple invoices and tax calculation

  Good evening, I have many invoices which are long overdue and I do not expect them to be paid. I believe I should write them off. I did some tests and I have some questions:  - I cannot find a way to write off several invoices together. How can I do that,

• Splitting Transactions in Zoho Books

  I have read in past forum posts that the ability to split bank transactions would likely be implemented - it's definitely a typical accounting program feature.  I'm new to Zoho and thought I'd found nirvana until I realized this feature doesn't seem to

• Statement Aging On Cutomer Statement

  Hello, Is it possible to put aging on customer statements? Current 1-30days 31-60days 61-90days 91-120days Over 120 days. See attached image from another accounting package. Many customers pay off a statement and clear older invoices.

• Unveiling the next iteration of Ask Zia in Zoho CRM: An all-new chat interface, conversation history, actions, and much more

  Your CRM assistant just leveled up. Zoho CRM's Ask Zia functionality now offers a more conversational and context-aware experience to help you not just understand your data, but act on it—all from one chat window. With its redesigned interface and expanded

• Response rate and time on social media

  Hello, I just want to know if it's possible to manage the response rate and response time from my social media on zoho social ? I don't see any statistical reports on the online scoreboard ? Thank you in advance for your response and sorry if the question has already been posted

• Whatsapp BOT with CRM

  Hello, how do you use Whatsapp integrations in zoho CRM?

• Ability to translate Zoho CRM Kiosks

  Hi team, Is support for translating kiosk text and screen names in the Zoho CRM translation tool planned on the roadmap? Thanks,

• Whatsapp Limitation Questions

  Good day, I would like to find out about the functionality or possibility of all the below points within the Zoho/WhatsApp integration. Will WhatsApp buttons ever be possible in the future? Will WhatsApp Re-directs to different users be possible based

• Editing the list of Categories in the Categorize Manually section of Banking in Zoho Books

  Hi, I need to create two new Categories called Withdrawals and Deposits to categorize payments in a bank account. How do I edit the Categories list?

• Can I write a check in Zoho Books with no associated bill?

  This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

• Internal Fillable Contract with Zoho Writer (Before Sending to Client)

  Hi everyone, I’m trying to automate the following process in Zoho CRM and would appreciate some guidance. Process: When a Deal moves to a specific stage, CRM triggers an automation. CRM sends a contract template to an internal team member so they can

• [Free Webinar] Intelligent document processing with Zoho RPA

  Hello everyone! Greetings from the Zoho RPA team! We're excited to invite you to our upcoming webinar on intelligent document processing with Zoho RPA, where we'll introduce powerful new capabilities designed to make your automation journey smarter, faster,

• Enhancements for Currencies in Zoho CRM: Automatic exchange rate updates, options to update record exchange rates, and more

  The multi-currency feature helps you track currencies region-wise. This can apply to Sales, CTC, or any other currency-related data. You can record amounts in a customer’s local currency, while the CRM automatically converts them to your home currency

• When I schedule calendar appointments in zoho and invite external emails, they do not receive invites

  Hello, We have recently transitioned to zoho and are having a problem with the calendar feature. When we schedule new calendar appointments in zoho the invite emails aren't being sent to the external users that we list in participants. However, this works

• Send emails directly via Cases module

  Greetings all, The ability to send emails from the Cases module, which users have been eagerly anticipating, is now available, just like in the other modules. In Zoho CRM, Cases is a module specifically designed for managing support tickets. If your organization

• Webinar Alert: Supercharge landing pages with data insights | Zoho LandingPage

  Every visitor to your landing page leaves behind valuable data, but are you leveraging it to improve conversions? Join our expert-led Landing Page Analytics webinar to learn how to track, analyze, and optimize landing page performance with Zoho LandingPage’s

• Bulk Deletion of Zoho Projects Using Node.js and Zoho Projects API

  Zoho Projects currently does not provide a built-in option to delete multiple projects in bulk from the UI. When working with testing environments or large numbers of temporary projects, deleting them one by one becomes time-consuming. To address this,

• Show unsubscribed contacts ?

  Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)

• Track Marketing Automation Campaigns in Zoho CRM

  Hello, I've been searching but haven't found the exact answer to this question. I am looking to track Marketing Automation email campaigns and activities inside of Zoho CRM. Use Case: Action: Prospect Submits A Lead Form Outcomes: Prospect created in

• Validation rule for Date field

  The condition settings for a Date field are are absolutlly usless. Conditions can only be set for a specific date, which is logically ineffective in most cases. When setting a condition for a Date field, users usually need to compare the value relative

• Easily map shift data fields during user imports

  Greetings all, You can now include all your shift-related data for your users without any hassle during user imports. With this enhancement, the Map Import Fields to Zoho CRM option includes all shift-related fields: Current Shift, Next Shift, and Shift

• Unable to send

  Hello, I am unble to send any single email during the whole time due to the Zoho IP 136.143.188.16 being bloked by SpamCop.net Please help can somebody help me?

• Adding new data to the sheet with most recent data being added to top row.

  I am using a form that I built from within sheets.  When the form is submitted, is it possible to have the data entered in (for example) row 2 (since row 1 is the heading) instead of being added into the next available row which should be hundreds of

• Next Page