Service CRM on Mobile App – Agents
Manage support tickets and respond to customers from anywhere using the LeadFlow Pro mobile app.
Take your support operations mobile.
The LeadFlow Pro mobile app gives support agents full access to the Service CRM from iOS and Android devices. Agents can view their queue, respond to customers, update ticket status, and receive real-time push notifications — all without needing a laptop.
- For the web ticket experience, see Ticket Details Page – Agent View.
- For field ops mobile usage, see Field Operations Guide.
Note: Service CRM features on mobile require the LeadFlow Pro mobile app version 21.0 or higher. Update the app if you do not see the Service tab in the bottom navigation.
1. Getting Started on Mobile
To access Service CRM on mobile, your admin must first assign you a support agent role with mobile access enabled. Then follow these steps:
- Step 1 – Download the LeadFlow Pro app from the App Store (iOS) or Google Play (Android).
- Step 2 – Log in with your LeadFlow Pro agent credentials.
- Step 3 – Tap 'Service' in the bottom navigation bar.
- Step 4 – You'll see your assigned ticket queue. Tap any ticket to open it.
- Step 5 – Go to Settings > Notifications inside the app and enable push notifications for new ticket assignments and replies.
2. Managing Tickets on Mobile
Most ticket actions available on the web are also available on mobile. The interface is optimized for one-handed use on smaller screens.
Note: Some advanced features (macros, ticket merging, bulk actions) are only available on the web app. For complex ticket operations, switch to the desktop interface.
- View Ticket Queue – See all tickets assigned to you, sorted by priority and SLA urgency.
- Reply to Customer – Tap the reply icon to compose an email reply directly from your phone. Rich text formatting is supported.
- Update Status – Swipe left on a ticket in the queue to reveal quick status-change options.
- Add Internal Note – Switch to the 'Note' tab in the reply composer to leave a private note for your team.
- View Customer Context – Tap the customer name at the top of the ticket to see their full CRM profile.
- Attach Files – Tap the paperclip icon to attach a photo from your camera roll or take a new photo on the spot.
3. Push Notifications
Push notifications ensure agents never miss an urgent ticket, even when the app is in the background.
- New Assignment – Notified when a ticket is assigned or transferred to you.
- Customer Reply – Notified when a customer replies to one of your tickets.
- SLA Warning – Notified 30 minutes before an SLA breach on any of your open tickets.
- Mention – Notified when a teammate mentions you in an internal note (@yourname).
- Escalation – Notified when a manager escalates a ticket to you.
