Support Help

Using Zoho Support for iPad

View Tickets

Views are a set of tickets based on pre-defined criteria that enables you to view their states such as open, my open, unassigned, customer responded and overdue etc,.

To view tickets

  1. Tap a department to view the tickets underneath it. By default, tickets under the Open tickets view will be listed.
  2. You can tap a different view to view tickets under other states as well.

You can choose a view from pre-defined or the user created section. However, you cannot create a user defined view from your iPad.

Add Tickets

You can quickly add a customer support ticket from your iPad.

To add a ticket

  1. Tap a department in which you want to add a ticket. All the tickets in the department will be listed.
  2. Tap the Add Ticket icon.
  3. In the Add [Ticket] screen, specify the ticket details and tap Save.

Reply, Reply All and Forward Tickets

To reply a ticket

  1. Select a ticket from the list view screen.
    In the Ticket Details screen, you will have the option to reply, reply all or forward a ticket at the bottom.
  2. Tap an icon to respond to a customer support ticket.
  3. In the New Reply screen, compose your response and tap Send.

Email Templates

You can quickly respond to tickets by using e-mail templates on your iPad.

To reply a ticket

  1. Select a ticket from the list view screen.
    In the Ticket Details screen, you will have the option to reply, reply all or forward a ticket at the bottom.
  2. Tap an icon to respond to a customer support ticket.
  3. In the New Reply window, tap Choose Template.
  4. Tap a template to apply its content and tap Send.

Save Drafts

You can save responses as drafts to send them to your customers later.

To save a draft

  1. Select a ticket from the list view screen.
    In the Ticket Details screen, you will have the option to reply, reply all or forward a ticket at the bottom.
  2. Tap an icon to respond to a customer support ticket.
  3. In the New Reply window, compose your response.
  4. Tap Cancel to display the draft menu.
  5. Tap Save to draft your response and send them later.

Pickup/Assign Tickets

For tickets received into Zoho Support, you can pick them up to work on or assign it to an agent in your team.

To pickup a ticket

  1. In the Tickets List view screen, swipe from right to left across a ticket.
  2. Tap the Pick up icon.

The ticket will now be assigned to you.

To assign a ticket

  1. Tap the ticket that you want to assign.
  2. In the Ticket Details screen, tap Unassigned from the ticket properties panel.
  3. Select an agent from the list to assign the ticket.
    You can also search for an agent using the Search bar.

Alternatively, you can assign tickets to an agent by swiping from right to left across a ticket in the list view.

Edit Tickets

You can edit Zoho Support tickets from your iPad.

To edit a ticket

  1. Tap a ticket that you want to edit.
  2. In the Ticket Details screen, tap the Edit pen from the top right area.
  3. Modify the details of the ticket and tap Save.

You can also tap Details from the Ticket Details screen, to perform inline editing on a ticket.

Close Tickets

You can close Zoho Support tickets from your iPad.

To close a ticket from list view screen

  1. Swipe from right to left across a ticket.
  2. Tap the Close icon.

To close a ticket from detail view screen

  1. Tap the ticket that you want to close.
  2. In the Ticket Details screen, tap Close Ticket from the ticket properties panel.

Move Tickets

You can move tickets between departments from your iPad.

To move a ticket from list view screen

  1. Swipe from right to left across a ticket.
  2. Tap the Move icon.
  3. Tap to select a department from the preceding list.
    You can also search for a department using the search bar.

To move a ticket from detail view screen

  1. Tap the ticket that you want to move.
  2. In the Ticket Details screen, tap Move icon from the ticket properties panel.
  3. Tap to select a department from the preceding list.
    You can also search for a department using the search bar.

View Ticket Conversations

Ticket conversations are threaded bottom to top in a chronological sequence. That said, tickets will have the latest conversation displayed at the top.

When you have had a series of threads, you can quickly figure the context of the conversation on your iPad.

To view ticket conversations by thread

  1. Select a ticket from the list view screen. 
  2. In the Ticket Details screen, tap Threads from the ticket properties panel.
  3. You can view the entire series of the conversation by threads.
  4. Tap a thread to view its content right away.

View Attachments

You can view attachments added to tickets from your ipad.

To view attachments

  1. Select a ticket from the list view screen.
  2. In the Ticket Details screen, tap Threads from the ticket properties panel.
    Threads that contain attachment will be notified with the attachment icon.
  3. Tap the thread to view it's content.
  4. Tap the Attachment icon (also shows the number of attachments) from the top.
    The attachment will be displayed in the following screen.

Search Tickets

Using the Search feature, you can locate specific tickets without having to go through the entire list of tickets. From the list of matching tickets, if any ticket is online (retrieved from the server) and not locally stored in your device, then it will be automatically downloaded to your device when you open it.

To search tickets

  1. Tap the Search icon from the Tickets list view.
  2. Enter your search text in the search box.
  3. Tap Device or Server to search tickets in the device or from the server respectively.

Your iPad saves your search keywords to help you quickly find tickets you've searched for in the past.

Delete Tickets

You may need to remove some of the unnecessary/duplicate tickets from Zoho Support, for better organization of data. You can do so by deleting the tickets from your iPad.

To delete a ticket

  1. Tap the ticket that you want to delete.
  2. In the Ticket Details screen, tap the Delete icon.
  3. In the following screen, tap Yes to confirm your action.

Push Notifications

You can now get automatic notifications pushed to your iPad when new tickets arrive, agent leave comments, you're assigned with a ticket etc,.

To view your notifications

  1. In the Tickets List screen, tap the Notification icon.
  2. In the Notifications screen, tap a notification to view its details.

View Feeds

Feeds—one of the views available on iPad is a constantly updating list of activities from tickets in your helpdesk. Feed updates are pertaining to tickets you're associated with and include status updates, ticket activity, comments and @Mentions.

To view your feed updates

  1. Tap Feeds available under the Departments List pane.
    The default view is set to All Departments.
  2. Tap the feeds menu to select a specific department (if you have more than one) to view the activity feeds underneath it.

Send Feedback

Feedback can be sent to the Zoho Mobile development team, using the feedback form.

To send feedback

  1. Tap Settings icon from the Departments List pane.
  2. In the Settings screen, tap Feedback.
  3. In the Feedback screen, compose the feedback message and tap Submit.

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