Tickets are support requests that are submitted by your customers. They contain the support conversations, as well as other properties, such as priority, category, and status. Tickets can be problems, feature requests, questions, or even thank you messages.
Below is a list of ways your customers can connect with you:
- Send an email to the help desk-monitored support mailbox
- Submit a ticket from your customer-facing web interface
- Fill out a support contact form from your website
- Call you on your customer service telephone number
- Ping you through a live chat widget
- Post on your community forum
- Send you a tweet
- Post on your Facebook page
- Send in an SMS or text message
- Start a conversation on an instant messaging (IM) app
These communication options are collectively called channels in Zoho Desk. You can add or remove a channel to meet your needs as per your business requirements. Requests submitted through these channels will quickly turn into tickets in Zoho Desk.
It provides them with a self-service platform where they can:
Refer to the articles in the knowledge base and learn more about the respective product, application etc.
Find solutions to their issues on their own.
Discuss problems, share ideas, or ask questions with fellow customers via the community.
Raise tickets for issues that require support agents' assistance.
These customers are also referred to as help center users or portal users. They can create a ticket, add comments to the ticket, reply to a ticket, and check the status of their tickets.
At times, organizations may have the need to hide certain tickets for reasons such as internal audits, internal reviews and reference, and processes related to organizational strategies.
One such example is when an insurance company needs the tickets to be hidden at the time the insurance claim is checked by the claim settlement team. The tickets are then moved to hidden departments and, once the claims have been settled, they can be moved back to their respective departments.
To hide tickets from help center users, you need to do the following:
Hide a department from the Help Center.
Move the tickets under the hidden department.
Disable the display of tickets under a private department.
The steps below will give the details:
Go to Setup.
Click on Departments in General.
On the Departments setup page, click on the department you want to hide.
Click on the edit button corresponding to the department name and hide it by disabling the option "Display in Help Center" for department settings.
Go to Setup > Channel > Help Center > Access Settings.
Disable "Display Tickets from private departments in the Help Center."
The tickets from the private department won't be visible to the customers or help center users anymore. You can also move tickets from any department to the hidden department in case you want to hide them.
Can I view the tickets I follow?
No, you can't. This is because Zoho Desk doesn't provide the filter criteria that are required to filter out tickets followed by you. Currently, you can only view updates of tickets that you follow in the Notification Center. You can access the same by clicking the Notifications icon ( ) in the top bar.
How to star a ticket list view?
Views help you to filter out tickets based on your preference so that you don't have to go through all the tickets in your Zoho Desk. You can go a step further and star certain views so that you don't even have to go through the hassle of going through all the ticket views. When you star a view, it stays at the top of your left panel so you can quickly launch them.
To star a view, follow the steps mentioned below:
Go to the Tickets module.
Click Views in the sidebar, then select a ticket view from the list.
On the ticket listing page, click on the Star icon displayed alongside the view name.
The view will be starred instantaneously.
The view will also be listed under the Starred Views listing, on the left panel.
You can click on the Star icon from the same location to unstar a view.
- You can star a maximum of 15 list views per department.
- In the All Department view, you can star upto 15 views.
- The views that you star are marked only for you.
How to set display preferences for tickets?
Alter the display preferences and see only those tickets that you would like to see by filtering them by age, sort them based on created time or due date and also define the maximum number of tickets that you think should be visible on a single page.
To set the display preferences, follow the steps mentioned below:
- Click the More icon ( ) on the top right corner of the tickets List page.
- Use the Filter option to filter out tickets by agent, status, priority, channel and due date.
- Select the Show Oldest First to see the oldest tickets at the top of the list.
- Sort the tickets based on Ticked ID, Created Time, Recent Thread or Due Date.
- Filter tickets received during specific time periods. You can view those that were created during the last 15 days, 30 days or 3 months.
- Select the Records per page drop-down and choose the number of records to be displayed on a single page. You can view a maximum of 50 tickets per page.
How to set up email alerts for tickets I follow?
You can add yourself as followers on tickets so you can keep up to date with them, without needing to be assigned to the ticket. Such updates can be viewed in the Notification Center that opens on clicking the Notifications icon ( ) in the upper-right corner of the top bar.
That said, there is no provision in Zoho Desk to set up email alerts for tickets followed by you. There are also no workarounds at this point in time.
How can I respond to tickets?
Now that you've received an open ticket, you must reply to it. You should have noticed that the person who has sent the ticket initiates the conversation. Just above the conversation is the Reply All link which can be used when there are multiple recipients for the ticket and you want to respond to all of them. Click the Reply All icon to open the editor window.
If there are multiple recipients involved and you want to reply to just the person who has sent the ticket, hover the mouse on the Reply All dropdown and click Reply (from inside the editor).
Within the editor, compose your response for the ticket. When you're done composing, click the Send button at the top of your editor window. This will complete your action of responding to a ticket. You can also click Send & Close to send a reply and close the ticket simultaneously.
Your recent response will now be listed just below the title of the ticket. You can view the date and the time at which you sent the reply.
How to manually log a ticket in Zoho Desk?
Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket to acknowledge the problem.
Zoho Desk provides an intuitive Add Ticket interface that allows you to quickly log a ticket. Here are the steps to add a ticket:
- From the Tickets module, hit the sign located in the top toolbar.
- Specify the appropriate Department (if you've more than one), where the ticket should belong to.
- Enter the requestor's Contact Name. You can select from the suggested contacts if the requestor is an existing user.
- Enter the requestor's Account Name. The account name field is auto filled when you've chosen, a suggested contact that has an account associated with it.
- Enter the requestor's Email Address and Phone. The email and phone fields are auto-filled when you've chosen, a suggested contact that has these details.
- Enter the Subject of your ticket besides, other ticket properties that add context to the customer's request.
- Click Submit.
The customer will receive an email acknowledgment with their ticket ID and other related information.
- The system will add a new Contact (with the name, email and other relevant details) when a ticket is raised for/by a requestor who doesn't exist yet. The same applies to Accounts and Products as well.
- You can add attachments while you create a ticket. Though you could upload multiple files, make sure that each of that file is within the size of 20 MB.
- When an agent creates a new ticket, it defaults to the agent/submitter as its owner.
How do I create a test ticket by myself?
If you've signed up for a free trial of Zoho Desk, you are ready to create your first test ticket. Before that did you notice that we'd sent you a welcome email that was added as a ticket? Here is an excerpt of it -
Welcome to Zoho Desks new Unified Ticket Screen. Here, you have complete context of the ticket. Now that you had received your first ticket, did you notice that it has been assigned to you? To respond to this ticket smartly, check out the Auto-Suggested Solutions in the pane to your left.
When you're done composing your response, you may send it and close the ticket.
Whatever action you perform, be rest assured that you can always track them under the ticket's history. With that, you're one step closer to delivering top-notch customer service!
Team Zoho Desk
1 888 900 9646
This sample ticket helps you learn the baby steps before you take the plunge. Now, getting back to creating your own test ticket, here are the steps:
- Imagine you are a customer and have questions about a product or a software. You will ideally write to the technical support team to find a solution. Similarly, from one of your personal email address (that wasn't used to signup for Zoho Desk) send in an email to your support mailbox. Your default support address will be support@<portalname>.zohodesk.com, where you should replace the <portalname> with that of yours. You could also refer to the sample ticket for your default support address.
- Now in your Zoho Desk account, you should find the email added as a ticket under 'Open Tickets' or 'Unassigned Open Tickets' view.
- Click the subject of the ticket you'd just sent to view its details.
You can either write a response (to check out the editor), visit the ticket properties (to assess flexibility) or close the ticket.
How to permanently close a ticket?
At this point, Zoho Desk does not allow you to close tickets permanently without allowing your customers to reopen it.
However, we're actively working on a feature that enables you to lock the status of tickets that was closed. While we do not have a clear timetable for when this feature might come to production, we would recommend that you watch our forums and announcements for when it is available.
How to move tickets between departments?
It is not uncommon for your customers to create tickets in a department which doesn't have the requisite expertise to handle them. You must transfer such tickets to the relevant department, so they don't fall through the cracks. The Move function in Zoho Desk allows you to do just that.
To move a ticket from one department to another, follow the steps mentioned below:
- Go to the Tickets Module
- Open a ticket you intend to move to view its details.
- Click the More icon ( ) in the upper-right area of the screen.
- Click Move from the drop-down options.
- Select the department to which the ticket should be moved.
The ticket is moved to chosen department instantaneously.
- You can also choose to move a bunch of tickets between departments using Bulk Actions.
- Moved tickets will have their status automatically set to "Open" in the receiving department.
Can I associate more than one product with a ticket?
No. Currently, Zoho Desk allows you to associate only one product with a ticket using the Products field.
Can I change the starting number on ticket IDs?
By default, each ticket gets assigned with a unique ticket-id when it gets created in Zoho Desk. This ticket ID will start at 101, then increase. This ID can be changed to begin at another number as per your need. However, it is not something that you can do from within the user interface.
If you want your ticket IDs to begin at another number, kindly drop an email to our team mentioning the starting number for the ticket ID counter. One of our customer success executives will make the change and updates you about it.
- You cannot include character prefixes in ticket numbers.
- The ticket ID should contain at least three digits.
- You can only change to a number that is not already taken by a ticket.
- Changing ticket ID does not affect any current tickets existing in your account.
What's the difference between moving and sharing a ticket?
While both Ticket Sharing and Ticket Moving feature provide the ability for your agents to access tickets that are beyond their scope of viewing/editing, there are subtle differences between the two as described below:
Moving a Ticket
Sharing a Ticket
Will entirely transfer the ticket to a new department.
Will allow both departments to work on the same ticket at the same time.
A ticket can be moved to only one department.
A ticket can be shared with multiple departments.
It provides agents with complete access to tickets in the moving department.
You can set the level of access an agent has in the shared department.
Once moved, agents lose control over the ticket in the source department.
Once shared, agents have full access to the ticket in the parent department.