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