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Insightly Service Mobile Application

Updated

The Service mobile app is a companion to the Service web application, carrying most of its features onto iOS and Android so agents can work tickets away from a desk.

Download from the App Store or Google Play.

On this page:

The menu button in the upper left expands the side menu, holding every object, standard and custom, plus a global search bar. Tapping an object opens its list view, and each object has its own search bar as well.

At the bottom of that expanded menu, the signed-in user is shown with two icons: the cog for settings and the question mark for Help & Feedback, which reaches the Insightly help library and a form for submitting a review or suggestion.

Settings

Setting What it covers
Notifications Reminders, new assignments, changes to followed records, and queue records.
Follow What is followed automatically: records you modify, records assigned to you, and records you assign to someone else.
Call Logging Works identically to the CRM mobile app.
Appearance Dark mode on or off.
Account Account information, downloading reference data, clearing cached data, and logging out.

ℹ️ Notification settings here include Queue Records, which the CRM app does not have. Queues are Service-specific.

Objects

Home displays dashboards created in the Service web application, subject to your permissions.

⚠️ Dashboard cards are read-only on mobile, the same as the CRM app.

Tickets holds submitted tickets for agents to handle. Tasks offers both a list view and a compact view, toggled with the display option button in the upper right. Contacts holds individual people and Organizations holds businesses.

All four support filtering and sorting to build different list views.

Working with tickets

Three ticket behaviors specific to the mobile app:

  • An eye icon appears on a ticket, in the list view and inside the record, when more than one person is viewing it at the same time.
  • Create Follow-Up appears on a closed ticket, which is how you continue a conversation on something that can no longer be reopened.
  • A public reply can be converted to an internal note by selecting it in the replies view.
Eye Icon Preview Button on CRM Records — Two numbered records (#4820 and #4819) are displayed in a list view, with a highlighted eye icon visible on the first record. This icon allows users to quickly preview record details without fully opening them, which is useful for efficiently browsing through multiple entries.
Closed Ticket with Follow-Up Button — A notification bar showing that a ticket has been closed, with a green “Create Follow-Up” button available on the right. This allows support agents to quickly initiate a new related ticket directly from the closed ticket view.
Toggle Between Public Reply and Internal Note — A dialog box displays a public reply with an option to “Change to Internal Note,” allowing users to switch the visibility of their response. This is useful for keeping certain communications private within the team rather than visible to the customer.

Creating a ticket

New tickets auto-populate Type, Source, Status and priority Normal, all editable.

Three routes to the new-ticket form, and they apply identically to tasks, contacts and organizations:

Route How
Home screen Tap the + and select the record type. iOS: upper right. Android: lower right.
Object menu Tap the menu icon in the upper left, then the + beside the object name.
The object itself Open the object from the menu, then tap +. iOS: upper right. Android: lower right.

Complete the popup and confirm: Done in the upper right on iOS, the check mark in the upper right on Android.

The shared record pattern

Every object follows the same shape once the record exists.

Edit. Open the record and tap the pencil icon in the upper right. Make the changes and confirm with Done or the check mark.

Delete. Open the record, tap the three-dot menu in the upper right, select Delete, and confirm on the popup.

⚠️ Deletion on mobile is permanent for every object. Tickets, tasks, contacts and organizations deleted here cannot be recovered. There is no recycle bin step on mobile.

Clone. Available on tasks and contacts. Three-dot menu, then Clone This Task or the contact equivalent. The popup prefills from the original for editing.

Ticket-specific actions

Both from the three-dot menu inside the ticket.

Change Record Owner. Opens a list of users; selecting one reassigns the ticket.

Move Ticket to Spam.

⚠️ Moving a ticket to spam on mobile is irreversible. Once marked as spam it cannot be retrieved or removed from the spam folder. This differs from the web application, where the ticket can be pulled back out by changing its record owner. Anyone who habitually clears spam on mobile should know the mobile action is one-way.

Task defaults

A new task has Assigned To set to the person creating it and Priority set to Medium, both editable. The form has three sections: Task Details, Additional Information, and Related To.

Merge documents

Available on contacts and organizations.

  1. Open the record and tap the three-dot menu in the upper right.
  2. Select Generate Merge Document.
  3. Choose a document template in the popup.
  4. Tap Done.

The document generates, downloads to the device automatically, and offers a share option.

ℹ️ Templates come from the same document templates configured in the web application. See Quotes: documents & templates in the CRM section for how those are built.

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