Zoho Desk: Schedule, Manage, and Send Replies Faster

Zoho Desk: Schedule, Manage, and Send Replies Faster

Hello Everyone,

Sending the right message to the right person at the right time makes communication effective. But it can be tricky when customers are in different time zones. Scheduled replies help ensure messages are delivered at the best time.

Zoho has added new improvements to scheduled replies:

  • For agents: Better control, easier tracking, and fewer mistakes when managing replies.

  • For admins: A clear overview to ensure consistency and timely action.

What’s New?  

Scheduled Replies View  

Before, agents had to open each ticket individually to track scheduled replies, making it hard to manage drafts or check statuses across multiple tickets. Now, with the Scheduled Replies view, both agents and admins can see all scheduled replies in one place.

This view shows key info like scheduled time, status, and thread details, making it easy to monitor and adjust messages.

The view is divided into:

  • All Scheduled Replies: Shows all scheduled replies in the department for admins and agents.

  • My Scheduled Replies: Default for agents to see and manage only their own scheduled replies.

Table View for Scheduled Replies  

The table displays details like thread content, scheduled time, status, and time zone. Agents can also customize the table and perform actions such as:

  • Jump to Scheduled Reply: Go directly to the message thread.

  • Send Immediately: Reply now, ignoring the scheduled time.

  • Reschedule: Change the scheduled sending time.

  • Clear Schedule: Remove the scheduled time and save the message as a draft.

  • Send Immediately & Close: Send the reply and close the ticket.


Mass Actions for Scheduled Replies  

Managing multiple scheduled replies is now faster. Agents can select up to 50 records at once and perform actions like clear schedule or send immediately.

This is useful when you need to send urgent updates or reminders to multiple customers at once. For example, if an event date changes, agents can quickly update and send messages for all affected tickets.




These features are available for all customers across DC.

For more information, please visit www.pfc-group.com.

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