Begin the year with best practices in the Zoho Desk mobile app : Part 2

Begin the year with best practices in the Zoho Desk mobile app : Part 2

In focus: Optimizing collaboration and supervision  
Let's begin 2026 with Part 2 of our tips series on driving your ticketing operations at your fingertips.
In Part 1, we explored streamlining operations within tickets. This helped individuals at Omniserve manage services with smooth transitions, but the organization needed more help.
Let's see how Omniserve remained proactive and efficient as a team to monitor tickets, handle workloads, and handle escalations.
As the day progresses, Omniserve’s office buzzes like a hive. Tickets flow in, teams chat, and supervisors balance workloads all inside the mobile workspace. Collaboration happens on the go; let's see how.

Handling escalations

Patricia, the sales rep, is at a client site demonstrating their product. The client raises an urgent issue about a recurring billing error. Patricia opens an internal chat to tag her finance counterpart with the ticket ID to escalate the matter for priority action. From the Zoho Desk mobile app, Patricia shares the ticket using the Share ticket option.

Handling ticket flows

At the headquarters, the support center operator, Frank, monitors the ticket flow through the live ticket feed on his dashboard. A sudden spike in requests alerts the team to a server outage alert. The auto refresh action in Ticket List ensures agents do not miss the sudden inflow of requests and stay at the top of their queue in the Zoho Desk mobile app.

Handling AHT  

Sometimes, agents at Omniserve are delayed by other tasks, causing a few tickets to remain unresolved for longer, which affects their ticket handling time metrics. By enabling the Zoho Desk mobile widget, they can stay instantly updated on the number of open, closed, and on-hold tickets, all at a glance.

Handling workload  

While handling multiple tickets, Kristen checks her peer's ticket list and discovers that her teammate has an overwhelming number of tickets. The agent details in the Zoho Desk mobile app allow users to check ticket stats for a selected agent, which can enable ticket reassignments. By redistributing tickets based on the status and strengths of service representatives, one member can handle billing issues, and another can handle technical troubleshooting.
With the smart tips on the Zoho Desk mobile app, Omniserve enhanced teamwork, resolved customer queries, and fostered better collaboration across teams.

Tips at a glance

  1. Share tickets without hassle from the Zoho Desk mobile app.
  2. Auto refresh ticket lists to ensure agents do not miss a sudden inflow of requests and stay at the top of their queue. 
  3. Enable the Zoho Desk mobile widget to keep track of tickets and their statuses.
  4. Agent Details in the Zoho Desk mobile app allows users to check the load of a selected agent, to share the load, and to empower customer support.
Reference to part 1

As we continue to support you with features and tips to keep your support operations strong, we also wish you a fulfilling New Year, 2026.


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