Support Help

Using Zoho Support for iPhone

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 displayed.
  2. Tap new icon to access ticket views screen.
  3. Tap a view from the predefined or user created list to view the tickets underneath it.

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

Add Tickets

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

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. In the tickets view screen tapnew to add a new ticket.
  3. In the Add [Ticket] screen, specify the 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 window, compose a response and tap Send.

Email Templates

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

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 Templates.
  4. Tap a template to apply its content.

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 a response.
  4. Tap Cancel to display the draft menu.
  5. Tap Save Draft to draft your response.

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. Swipe from right to left across a ticket in the list view screen.
  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 new.
  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 agents by swiping from right to left across a ticket in the list view.

Edit Tickets

You can edit a Zoho Support ticket from your iPhone.

To edit a ticket

  1. Tap the ticket that you want to edit.
  2. In the Ticket Details page, tap new.
  3. Modify the details of the ticket and tap Save.

Close Tickets

You can close a Zoho Support ticket from your iPhone.

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 new and again tap Close Ticket.

Move Tickets

You can move tickets between departments from your iPhone.

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 Portal Departments 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 new and again tap Move Department.
  3. Tap to select a department from the Portal Departments 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 iPhone.

To view ticket conversations by thread

  1. Select a ticket from the list view screen. 
  2. In the Ticket Details screen, pull down the ticket content by swiping downwards from the subject content.
  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 iPhone.

To view attachments

  1. Select a ticket from the list view screen.
  2. In the Ticket Details screen, look for new icon in the header.
    Threads that contains an attachment will be notified with this icon.
  3. Tap new(also shows the number of attachments) to view the ticket's attachment in the following screen.

Search Tickets

Using the Search feature, you can locate specific tickets without having to go through the entire list of them. 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 Bar from the Tickets list screen.
  2. Enter text in the search box to start a new search
  3. Tap In Device or In Server to search tickets in the device or from the server respectively.

Your iPhone 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 iPhone.

To delete a ticket

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

Push Notifications

You can now get automatic notifications pushed to your iPhone when a new ticket arrives, agent leaves a comment, you're assigned with a ticket etc,.

To view notifications

  1. In the Ticket Views screen, tap new located at the bottom.
  2. In the Notifications screen, tap a notification to view its details.

Tap Post a Comment section, to leave a comment for a notification.

View Feeds

Feeds—one of the views available on iPhone 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 from the Ticket Views screen.
    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 activity feeds underneath it.

Define Ticket Search Fields

You can define the fields to be searched for in a ticket, while performing a search.

To define search fields

  1. Tap new from the Ticket Views screen.
  2. In the Settings screen, tap Ticket Search Fields.
    A list of available ticket fields will be displayed.
  3. Check the fields you want to view results for, while performing a search.

Send Feedback

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

To send feedback

  1. Tap new from the Ticket Views screen.
  2. In the Settings screen, tap Feedback.
  3. In the Feedback screen, compose your feedback message and tap Submit.

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