Support Help

Using Zoho Support for iPhone

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 displayed.
  2. Tap new icon to access request views screen.
  3. Tap a view from the predefined or user created list to view the requests 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 Requests

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

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. In the requests view screen tapnew to add a new request.
  3. In the Add [Request] screen, specify the 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 window, compose a response and tap Send.

Email Templates

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

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

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. Swipe from right to left across a request in the list view screen.
  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 new.
  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 a Zoho Support request from your iPhone.

To edit a request

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

Close Requests

You can close a Zoho Support request from your iPhone.

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 new and again tap Close Request.

Move Requests

You can move requests between departments from your iPhone.

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 Portal Departments 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 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 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 iPhone.

To view request conversations by thread

  1. Select a request from the list view screen. 
  2. In the Request Details screen, pull down the request 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 requests from your iPhone.

To view attachments

  1. Select a request from the list view screen.
  2. In the Request 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 request's attachment in the following screen.

Search Requests

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

Your iPhone 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 iPhone.

To delete a request

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

Push Notifications

You can now get automatic notifications pushed to your iPhone when new requests arrive, Support Rep leaves a comment, you're assigned with a request etc,.

To view notifications

  1. In the Request 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 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 from the Request 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 Request Search Fields

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

To define search fields

  1. Tap new from the Request Views screen.
  2. In the Settings screen, tap Request Search Fields.
    A list of available request 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 Request 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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