Customer Ticket History Extension - Zoho Desk Knowledgebase

Customer Ticket History for Zoho Desk

When new tickets are assigned, it is important to show your agents the past support tickets of the customer so that your agents can have more direct, effective, and meaningful conversations. The Customer Ticket History extension for Zoho Desk displays a customer's recent tickets along with information such as status, creation date, and currently assigned agent. Clicking on a ticket within the extension will open it on a separate tab on your browser. Agents can also quickly filter tickets on the extension by their department and status. All this information will help your agents better understand what the customer needed help with recently.

Key Features
  • View a list of recent tickets from a customer, along with the status, creation date, and currently assigned agent.
  • Filter recent tickets by departments and status to see only specific ones.
  • Click to open the recent tickets submitted by the customer on a separate tab.

Installing the Extension
The Customer Ticket History extension can be installed either from the Zoho Marketplace or your Zoho Desk account. To install from Zoho Desk:
  1. Log into your Zoho Desk account with Administrator privileges
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Ticket History' in the search bar on the right.
  5. Select the Customer Ticket History extension, and click Install.
  6. On the Confirm Installation page, agree to the terms and conditions and click Install.
  7. On the Customer Ticket History Installation Setup page, do the following:
    1. Select the departments and profiles whose agents can access the extension in Zoho Desk.
    2. Agree to Terms of Use.
    3. Click Install.
      The extension will be installed for the specified profiles and departments.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
Once installed, the locations for accessing the extension will be displayed on the right side of the extension's detail page. The Customer Ticket History extension can be accessed from the right panel of the add ticket form and the left-hand side tab of both the ticket detail page and the contact detail page.

Viewing Recent Tickets
You can view a list of recent tickets from a customer from inside a ticket, contact, and ticket forms. Each ticket provides the following information: The ticket ID and subject. Who is the assignee. Time of receiving. The channel received and its current status. Additionally, you can use the drop-down menu to filter tickets on the extension by their department and status.

To access the information inside tickets:
  1. Open a ticket in Zoho Desk.
  2. Click the Extensions icon (  ) on the left side of the ticket's detail page.
  3. Select Customer Ticket History from the Extensions list.
    Notice that the 
    Customer Ticket History icon is now available in the icons list and is open.

  4. You can see a timeline of the tickets received from the customer on the extension pane.
  5. Click on a ticket to view its details in a separate browser tab.
  6. Repeat these steps from inside a contact to view their recent tickets.

To access the information in ticket form:
  1. From the Tickets module, click the  sign located in the top bar.
    This will open the
    Add Ticket form.
  2. Begin entering the contact's name and their corresponding account in their respective fields.
    The recent tickets received from the contact, and the account will be listed on the right pane.

  3. Click on a ticket to view its details in a separate browser tab.

Uninstalling the Extension
You can uninstall the Customer Ticket History extension at any time.
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Customer Ticket History from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Customer Ticket History page.
  6. Select Uninstall Extension.
  7. Click Confirm.

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