Release note: ticket browsing is in the supplied Android follow-up. The newer create/edit/reply/lifecycle/private-download extension is implemented and locally verified, but requires its matching backend release and updated app. Do not expect those controls on an older APK or an unreleased server.
Watch the lesson
Find your tickets
The Helpdesk destination appears when your current account has the required role/server list access and accessible ticket data for the selected company. It is independent of CRM and Chats. Detail access is checked separately. A workspace without tickets can create its first ticket through the existing web workflow; the mobile navigation rule intentionally does not expose an empty Helpdesk.
Search, choose a status and load additional results. Open a ticket to review its description, ownership/customer details, service targets, tags, comments and activity. A conversation link appears only where permitted. Counts do not grant download or reply permission.
Create and edit in the extended release
Choose an available active Helpdesk, enter subject/description and the configured required custom fields. Priority is editable only with its separate permission. Edit existing tickets using the controls currently offered. Unchanged or unauthorized fields are not sent simply because the app displayed their prior values. Company membership and active Helpdesk membership remain server-side requirements where applicable.
Notes, replies and lifecycle
- Internal note: visible to the permitted support team, not a customer message.
- Public reply: requires an eligible linked conversation, current reply authority and active membership. Take over from AI first when required.
- Take over / Return to AI: controls conversation handling, not ticket ownership or resolution.
- Escalate, Resolve, Close, Reopen: appear only in an allowed state with current permission. Review the confirmation and reason before submitting.
A saved local comment/message does not prove external WhatsApp or email delivery. If a submit fails or its acknowledgement is lost, inspect the ticket before repeating it; automatic mutation retries are not introduced by this release.
Download an existing file
Use the attachment's download action and native save picker. Downloads require an authenticated request tied to the ticket/comment, original attachment slot and opaque revision. Modified descriptors, redirects, stale sessions and mismatched company access are refused. Files above the app's 50 MB memory-safety limit cannot be downloaded through this path.
Historic paths that cannot be verified as authorized private attachments remain unavailable until the existing private migration is performed. New mobile attachment upload is not part of this extension. Upload/manage files through supported web flows instead.
Switching account/company or logging out while work is pending invalidates the old operation; an old response must not open a file save under the new session. See Native mobile workspace and Files and storage.