Managing Scheduled Replies

Managing Scheduled Replies

Communication is most effective when the intended message reaches the right person at the right time. However, this can be challenging when communication occurs across different time zones. By scheduling replies, businesses can ensure that responses reach customers at the appropriate time.

We have introduced additional enhancements to the scheduled reply feature:
  1. For agents, these enhancements mean better control, clearer tracking, and reduced risk of errors when managing replies.
  2. For admins, the updates help provide a bird’s-eye view to ensure consistency and timely interventions.
What’s new?

Scheduled replies view

Previously, agents had to sift through individual tickets to track scheduled replies, which made it tough to manage drafts or check statuses across multiple tickets. With the Scheduled Replies view, agents and admins can see all scheduled replies in one place.

This centralized view provides key details such as scheduled time, status, and thread information. This makes it easier to monitor, adjust, and ensure replies are set to send at the right time.

The view is grouped into two categories:
  1. All Scheduled Replies – Allows admins and agents to view all scheduled replies in the department.
  2. My Scheduled Replies – The default view for agents, where they can view and manage their own scheduled replies.

Table view for scheduled replies

The table shows important details like thread content, scheduled time, status, and timezone. Agents can also customize the view with additional fields and perform the following actions:
  1. Jump to Scheduled Reply: Quickly navigate to the specific thread from the table.
  2. Send Immediately: Send the scheduled reply right away, overriding the original scheduled time.
  3. Reschedule: Adjust the scheduled time of a reply.
  4. Clear Schedule: Remove the scheduled date and time, saving the content as a draft.
  5. Send Immediately & Close: Send the reply and close the ticket.

Mass actions for scheduled replies

To make managing scheduled replies even more efficient, agents can now select up to 50 records at once and perform mass actions like clear schedule or send immediately.

This is particularly useful in situations like handling urgent updates for a set of customers or sending reminders to clients for upcoming events. For example, if a change in an event date requires you to send relevant information to customers sooner than planned, agents can use the mass action feature to clear the scheduled replies for multiple tickets and send the messages immediately.



These features are available for customers across all DC. Please refer to the help document for more details. 

Kindly give it a try and let us know your feedback in the comments.  

PM: @Sumaya Howth

Regards,  
Velantina V
User Ed | Zoho Desk


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