New Beginnings with Zoho Desk mobile app best practices: Part 3

New Beginnings with Zoho Desk mobile app best practices: Part 3

In focus: Scaling consistency, intelligence, and customization  
In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile.
Let's reconnect with Omniserve, the field service management firm. As the day draws to a close, Omniserverve syncs insights from hundreds of interactions. AI assists new agents, macros unify responses, and regional automations maintain order. Mobile intelligence ties the ecosystem together with one tap.

Hand-holding newbies

After her training, new hire Alice is deployed to offer front-end support for customers at Omniserve. While juggling calls and messages, she receives a query from a customer who is irate because the system is not working as expected. She needs to respond quickly to prevent an escalation. How can she respond promptly and effectively? What if her response does not solve the issue?
Alice uses Zia's Ticket Summary and Reply Assistance to resolve the issue.
Zia’s Ticket Summary and reply assistance help you respond to tickets with empathy and accuracy, using information from your established knowledge base. This ensures consistent support.

Multilingual tickets  

Carlos, the regional lead, handles support across different regions for customers who share their queries in their regional languages. Carlos is a product expert, but communicating in different languages turned out to be a challenge for him. The translation within Zia's Ticket Summary came to his rescue to help him understand the issue. With Reply Assistance, Carlos could translate his responses into the language the customer understands.
In customer support, your business expands when you serve a global audience. The translation feature within Zia's Ticket Summary and Reply Assistance aids every support representative to understand and respond to every customer across the globe.

Quick communication

When Omniserve encounters incidents, it considers it a responsibility to communicate with its customers. Snippets created on your web-based portal can be accessed from your Zoho Desk mobile app. With this, you can send a quick heads-up to your customers in case of incidents or if there are any updates you'd like to make. This ensures quick and consistent communication with customers.

Customize header fields in list view

The Zoho Desk mobile app allows you to customize the way you'd like to view the header fields in the list view. This customization is possible only in custom modules. For example, you've created a custom module called "Products." You can customize the way you'd like to view the headers' fields in the Products module; namely, the order of the header fields like "Item Name | Item Number | Dealer | Date."
For the logistics team at Omniserve, searching through product codes turned cumbersome. Product codes have serial numbers for accountability and tracking in inventory. So they customized the product serial ID in the first column. With the list customization setting in the Zoho Desk mobile app, they can select the desired field as the default primary field in the custom module list.

Manage duplicate tickets

Due to urgency or critical requirements, customers sometimes connect over email and WhatsApp for the same issue. This ends in duplicate tickets across different channels. Omniserve faced the same issues as customers submitted tickets via email and chat for the same query.
The Merge option in the Zoho Desk mobile app merges duplicate tickets into one ticket to reduce redundant efforts and duplicate tickets.  This helps your team provide unified support.

The Omniserve way 

Omniserve’s journey to mobile-friendly support didn’t just make agents faster; it made them smarter. From factory floors to finance desks, the Zoho Desk mobile app bridged gaps that were difficult without a portable helpdesk.
The day winds down at Omniserve. Staff, from field technicians to senior supervisors, navigated through real-world challenges with Zoho Desk’s mobile experience. The platform adapts not just to workflows, but to human rhythms, ensuring every action, escalation, and resolution happens in the flow of work, wherever that may be.
Now it's your turn to use the Zoho Desk mobile app for your support operations. Connect with your customers and share with us how much the Zoho Desk mobile app has benefited you, your team, and your customers.

Tips at a glance

  1. Use Zia's Ticket Summary and Reply Assistance to get quick, tone-adjusted, accurate responses from articles, and also translate the conversation if needed. Reply Assistance can help generate a response in the same language.
  2. Create snippets on the web and access them from the Zoho Desk mobile app for quick messaging.
  3. Use list customization settings in the Zoho Desk mobile app to select the desired field as the default primary field.
  4. Merge duplicate tickets into a single ticket using the Bulk Merge Ticket feature in the Zoho Desk mobile app.

As we celebrate Pongal/Makar Sankranti, the harvest festival, across India, we extend our warm wishes for abundant joy and a year rich in goodness and prosperity.


Wishes and Regards, 
Lydia
The Zoho Desk team

    • 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

    • Prevent Unapproved Quotes from Exporting to Zoho CRM Finance Module

      Is it possible to prevent unapproved quotes in Zoho Books from being exported from Zoho Finance module inside Zoho CRM?

    • Default font size for printing is too big

      A recent issue in printing e mails is that the default font size is huge. This happens in both Edge and Firefox. In order to get what I would call a "normal" printout of an e mail it is necessary to go into the printer preferences / options and set the scale to 75%, otherwise a short e mail with signature and logos etc printed at 100% can take 3 or 4 pages. The annoying thing is that it is necessary to do this each time a printout is to be made as a change in scale only applies to that particular

    • Request for Auto PO - Min–Max based Automated Purchase Feature

      Dear Zoho POS Team, I’m writing to request a feature enhancement that would significantly streamline inventory management for businesses using Zoho POS — particularly supermarkets, FMCG retail, and multi-store operations like ours. Feature Requested:

    • Export Invoices to XML file

      Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

    • issue with deluge script

      i used chat gpt to build this script and I am getting 2 errors which I cannot figure out how to fix: void monthly_sales_order_generation() { try { // ---------------- CONFIG ------------------- analytics_url_1 = "https://analytics.zoho.com/api/<workspaceID>/report/<reportID1>/data";

    • Introducing LinkedIn Apply Connect for Zoho Recruit

      Attract up to 3x more qualified candidates and hire more efficiently with LinkedIn Apply Connect. Let candidates fill-in job applications without any redirections, gain deeper insights with applicant highlights within Zoho Recruit, and keep candidates

    • Recruit paid support?

      Hi all, Could anyone who has paid support package advise if it provides value for money with regards to support response times? Exploring the idea as unfortunately when we have faced issues with Recruit it has been a 7+ day timescale from reporting to

    • Ticket Status email

      Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the

    • Future Orders - Due Date

      Hi In my role, I can receive tickets where the work required is requested months in advance. Using a Future Orders option, which I believe was setup under the On Hold status type, hides the Due Date, in all views/ticket etc. Whilst I understand the reasoning

    • Introducing Withdrawal Reasons for Offers

      We’re excited to introduce a new enhancement to the Offer module that brings more clarity and accountability to every withdrawn offer. The Withdrawal Reason update ensures that each withdrawal — manual or automatic — is backed by a clear explanation,

    • Zoho Creator customer portal users

      Hi, I'm in a Zoho One subscription with our company. I'm running a project now that involves creating a Zoho Creater application and using the Zoho Creator Customer Portal.  At most we need 25 customer portal users. In our Zoho One plan we only get 3

    • GPS tracking only or Check out facility

      Dear Team, Zoho CRM is quite robust CRM but till date i was waiting for the feature of having GPS tracking of Sales employees which is a common demand by all customers for thier field sales executives. We cover them by saying that CRM provides Checkin

    • Appraisals on Employee Information Profile

      Is it possible to show completed appraisals on each employee's "Employee Information" page? I would presume at the bottom - similar to the "Related Lists" concept in Zoho CRM. Obviously view access would be limited to employee and appropriate other roles

    • Kaizen #220: Actions API - Webhooks APIs - Part 2

      Hello all!! Welcome back to the follow-up Kaizen post of Kaizen #219: Actions API - Webhooks APIs - Part 1. In the previous week, we covered how to configure a basic Webhook and how to include Headers, Body, and URL Parameters using both the POST Webhook

    • Standard Payment Term is not pulled from account to quotation

      Hey Team There seems to be something off. I do have "Net 30" as my default payment term in Zoho Books for my customers. If, from the customer overview or quote section, I create a new Quotation, the payment terms field stays blank and doesn't get the

    • Manage your invoices from Bigin's mobile app (iOS)

      Hello everyone! We're happy to announce that users can now integrate Zoho Books with the latest version of Bigin's iOS app. Zoho Books can be integrated with Bigin only via the web application. Users can view the Zoho Books tab in the detail pages of

    • Systematic SPF alignment issues with Zoho subdomains

      Analysis Period: August 19 - September 1, 2025 PROBLEM SUMMARY Multiple Zoho services are causing systematic SPF authentication failures in DMARC reports from major email providers (Google, Microsoft, Zoho). While emails are successfully delivered due

    • Accessibility controls and multilingual captcha authorization for Help Center users ​

      Hello everyone, As part of our ongoing effort to improve user experience, we are excited about the accessibility controls and predefined accessibility personas added in the Help Center, similar to what is already available in Zoho Desk. Help Center users

    • Zoho Sign + Zoho CRM : la solution pour simplifier vos accords de vente

      La conclusion d’un contrat de vente nécessite de nombreuses étapes : préparation de documents, validations successives et collecte des signatures. Les équipes commerciales passent souvent par plusieurs cycles de collaboration et de révision, tout en assurant

    • Item/service subtotal

      Just discovered & really pleased that we can drag to re-order the line items in Sales orders & Invoices, a very nice feature which doesn't seem to be documented? It would be nice to be able to insert a subtotal as a line item to complete this great feature

    • Send email template "permission denied to access the api"

      Hello, Per the title, I'm trying to send a Zoho CRM Email template based on the advice given here: https://help.zoho.com/portal/en/community/topic/specify-an-email-template-when-sending-emails-in-custom-functions (I'd prefer to send right from Deluge

    • how to Solve Conflict Invoices in Zoho POS

      Hello Team, I am facing a repeated issue in Zoho POS while saving a sale that contains service-based items. My products are intentionally created as Service (Non-Inventory) items because I do not want to track stock for them. However, every time I try

    • Copy, Paste, Highlighted text

      when i copy paste text it gets highlighted. Fix this.  WTF is with this black highlight ? Fix copy pasting. Some people pay for using this mail service. 

    • Pricing Strategies: #6 Common Mistakes while Configuring Pricing

      "Why does this month's billing feel messy again?" That was the exact line Priya muttered while staring at the spreadsheet full of edited pricing, one-off discounts and mismatched subscription details. Her business was growing, but the pricing machine

    • Publish to LinkedIn via API

      Hi, Is it possible to publish a job opening to LinkedIn (paid job slots) if creating a job opening via api / deluge function? Or is the user required to manually publish via the job boards process? Many Thanks Adrian

    • FSM - Associating and selecting Contacts based on Service Addresses

      Hi FSM team, I've come across an FSM limitation I wanted to share for improvement. I'm currently configuring FSM for a client who provides heating system install and maintenance services. The are often sub contracted by building management companies to

    • Do Unpublished Products in Shopify Sync to Zoho POS?

      Will an unpublished product in Shopify sync to Zoho POS? I would like to know how Zoho POS handles products that are in draft/unpublished status in Shopify.

    • Problem in Zoho POS frontend ERP.

      We are facing some difficulties in our billing and inventory processes and require your support to resolve them at the earliest. Customer Advance Payments We receive advance payments from customers for upcoming sales. Please guide us on how to record

    • Categorize Items with Item Headers

      Hello customers, Did you ever want to classify items based on specific categories to help your customers understand your invoice better? With the new Item Header feature, you can easily categorize items in your invoices and estimates and give them a common title.  Item Headers are available in the Invoices, the Recurring Invoices and the Estimates module. It can be carried forward from estimates to invoices at the time of converting the estimates.  To add an item header: Go to the Estimates, Invoices

    • Discount on the transaction level in POS

      "Is it possible to apply a discount on the total bill before tax in Zoho POS?" I want to apply a discount on the total transaction amount in Zoho POS, but the discount should be calculated before the taxes are applied. Is there an option to do this in

    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

    • Jobs at multiple locations

      Hi A lot of times we have same job open at multiple locations. So I would like an option where we can create a job and choose multiple locations. Currently we have to create individual jobs for each location. If we can create one job and mention multiple

    • Tag Adding Option in Kanban Card Customization Bigin CRM Mobile App

      I would like to request an option to add and display tags on Kanban cards in the Bigin CRM mobile app. This feature would make it easier to categorize deals and quickly identify priorities while working on the go.

    • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

      Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals

    • Associating a Candidate to a Job Listing

      Hello, I am trying to use Zoho Forms embedded on my website for candidates to apply for a job opening. I want the form then to tie directly with zoho recruit and have the candidate be automatically inputed into Recruit as well as associated with the specific

    • WhatsApp Voice Message Sending Option in Bigin CRM

      I would like to request a feature that allows users to send WhatsApp voice messages directly from Bigin CRM. This would help improve communication efficiency and make it easier for teams to respond quickly to customer inquiries.

    • CRM: hosting a single html file in Zoho and displaying it as a widget

      I have seen that CRM offers the option of uploading a web project to Zoho itself and displaying it as a widget in CRM. The instructions then talk about setting a development environment with Node and developing an application to upload to Zoho. But I

    • How to change position button transtition of Blueprint?

      Hi Everyone, Look at my screenshoot, it is possible move the reject button to the right? I couldn't find that setting in the blueprint. Thank you.

    • Multi file upload

      Hi, I just wonder if one could upload multiple files in one shot, say between one and three files, without adding multiple File Upload fields? Thanks, Alalbany

    • Sorting Descending in a lookup

      I have a case number lookup on multiple forms. I need the most recent added to appear at the top of the lookup or as the list of cases grom it's too much to scroll. Is there a way to have a look up sort descending?

    • Next Page