Support Help

Using Zoho Support for iPad

View Requests

Views are a set of requests 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 requests

  1. Tap a department to view the requests underneath it. By default, requests under the Open requests view will be listed.
  2. You can tap a different view to view requests 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 Requests

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

To add a request

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

Reply, Reply All and Forward Requests

To reply a request

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

Email Templates

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

To reply a request

  1. Select a request from the list view screen.
    In the Request Details screen, you will have the option to reply, reply all or forward a request at the bottom.
  2. Tap an icon to respond to a customer support request.
  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 request from the list view screen.
    In the Request Details screen, you will have the option to reply, reply all or forward a request at the bottom.
  2. Tap an icon to respond to a customer support request.
  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 Requests

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

To pickup a request

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

The request will now be assigned to you.

To assign a request

  1. Tap the request that you want to assign.
  2. In the Request Details screen, tap Unassigned from the request properties panel.
  3. Select a Support Rep from the list to assign the request.
    You can also search for a Support Rep using the Search bar.

Alternatively, you can assign requests to Support Reps by swiping from right to left across a request in the list view.

Edit Requests

You can edit Zoho Support requests from your iPad.

To edit a request

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

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

Close Requests

You can close Zoho Support requests from your iPad.

To close a request from list view screen

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

To close a request from detail view screen

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

Move Requests

You can move requests between departments from your iPad.

To move a request from list view screen

  1. Swipe from right to left across a request.
  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 request from detail view screen

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

View Request Conversations

Request conversations are threaded bottom to top in a chronological sequence. That said, requests 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 request conversations by thread

  1. Select a request from the list view screen. 
  2. In the Request Details screen, tap Threads from the request 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 requests from your ipad.

To view attachments

  1. Select a request from the list view screen.
  2. In the Request Details screen, tap Threads from the request 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 Requests

Using the Search feature, you can locate specific requests without having to go through the entire list of requests. From the list of matching requests, if any request 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 requests

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

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

Delete Requests

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

To delete a request

  1. Tap the request that you want to delete.
  2. In the Request 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 requests arrive, Support Rep leaves a comment, you're assigned with a request etc,.

To view your notifications

  1. In the Requests 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 requests in your helpdesk. Feed updates are pertaining to requests you're associated with and include status updates, request 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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