What are the Ticket Tabs - Zoho Desk Knowledgebase

What are Ticket Tabs?

Ticket tabs allow you to link tickets to the other standard modules in your help desk.  These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take a look at the different types of tabs in more detail.

History
The ticket history (or the audit trail), shows the support team the full sequence of activities associated with each ticket. The history allows you to review all actions that have been taken both by your support agents and through system automation, giving you a comprehensive picture of the support process from start to finish.

Here is how a ticket's first event is recorded in its history:

      

The following are registered in a ticket's history:
  • Agent activities, including sending a reply, editing ticket properties, changing ownership, applying a macro, etc.
  • Customer activities, including responding to their ticket, receiving an email notification, updating ticket properties, etc.
  • Automated actions, such as a workflow trigger, applying an assignment rule, SLA alerts, etc.

To view ticket's history:

  1. Open a ticket to view its details.
  2. Open the History tab at the top of the page.

Approval

More often than not, agents do not have the authority to make decisions on all customer requests. For example, some businesses do not offer returns. However, a customer might have just purchased a product with a manufacturing defect and is now requesting to replace it. For this type of exceptional circumstance, the support agent may not have the authority to make a decision by themselves but will have to get approval from someone in a supervisory role. The approval feature in Zoho Desk allows you handle this with ease.

To submit a ticket for approval:
  1. Open the ticket to view its details.
  2. Open the Approval tab at the top of the page.
  3. Click Send of Approval or click the Add icon (  ). 
  4. Enter the To Address (supervisor)Subject and Description for the request. 
  5. Click Submit for Approval.

      

When the request is submitted, an email containing a link to the ticket will be sent to the agent's supervisor, who will be able to approve or reject the request from within the ticket's detail view. Until it is approved or rejected, the request is displayed as 'Pending.'

Resolution
After an agent has closed a ticket, they can enter details on how the request was resolved in the Resolution tab. This documentation can help other agents who might encounter similar requests in future. When they submit a resolution, your agents can also choose to post it as an article in the KBase.

To enter a resolution:
  1. Open the ticket to view its details.
  2. Open the Resolution tab at the top of the page.
  3. Enter the resolution details for the ticket. 
  4. Click Save or Save and Add Solution.
When you click Save and Add Solution, you will be taken to the Add Article page. After adding a resolution, you can click the More icon (  ) to edit or delete your description. A resolution can also be shared with a customer right away. Instead of drafting an email reply, your agents can fill out the resolution field and enable the Notify Contact checkbox. Please note that you cannot add more than one resolution for a ticket. 

Activity
Activity is where you can create and associate tasks, events, and calls with tickets. Such activities are both listed in the Activities module and in the ticket's detail page. Also, you can add an activity that is linked to a ticket or a stand-alone one.

To add an activity to a ticket:
  1. Open the ticket to view its details. 
  2. Open the Activity tab at the top of the page.
  3. Click the Add icon (  ) and then select Call, Task or Event
  4. In the Add Call/Task/Event page, specify the activity related details.
  5. Click Submit to create a new activity.
    Agents will be notified by email when an activity is assigned to them.



Note:
  • The person who creates an activity will be set as its owner. You can use either the drop-down menu or the search bar to assign activities to agents or teams.
  • Create reminders for activities to get a notification at the time you want. You can choose to be notified by email, SMS or a browser pop-up. You can only set a reminder if you have specified a due date (tasks) or start time (calls and events).
  • Only upcoming scheduled calls can be set with reminders.​

Closing Activities

Activities are closed only when their status is updated as Completed.
To close an activity:
  1. Open the ticket to view its details. 
  2. Open the Activity tab at the top of the page.
  3. From the Activities List view, hover your mouse over a task/call/event and click the Check-box icon (  ) to the right.
    The activity will be marked as completed.

     

Time Entry
The Time Entry module allows your agents to log the time they spend working on each ticket. Support managers can later generate a report to review and analyze the time spent during specific periods. 

Time entries will come in handy for analyzing certain key help desk metrics including:
  • The time spent on each ticket created in your help desk.
  • The total billable hours of an agent during specific periods, e.g. in a week or a month.
  • The total support cost per agent or of a customer account.

To add a Time Entry:

  1. Open the ticket to view its details. 
  2. Click the Time Entry tab at the top of the page.
  3. Click Add a Time Entry link or the Add icon (  ). 
  4. In the Add Time Entry page, specify the time spent and the associated costs.
  5. Click Submit to add the entry. 

To edit a Time Entry:
  1. Open the ticket to view its details. 
  2. Click the Time Entry tab at the top of the page.
  3. Hover your mouse over an entry and click the Edit icon (  ). 
  4. Make the necessary changes to the Time Entry and click Save

To delete a Time Entry:
  1. Open the ticket to view its details. 
  2. Click the Time Entry tab at the top of the page.
  3. Hover your mouse over an entry and click the Delete icon (  ). 
  4. Click OK to delete.

Attachments

File attachments may include customer support collateral, support quotes/invoices, SLAs, as well as other support documentation. The attachments can be associated with tickets and viewed by your customers in the Help Center.

To upload an attachment:
  1. Open the ticket to view its details. 
  2. Click the Attachment tab at the top of the page.
  3. Click the Add an Attachment link or the Add icon (  ). 
  4. Select the file you wish to upload. 
When a file is attached, it will be set as 'Private' and cannot be viewed by your end users. You can click the More icon (  ) to set the attachment as 'Public.'

To delete an attachment:
  1. Open the ticket to view its details. 
  2. Click the Attachment tab at the top of the page.
  3. Click the More icon (  ) next to the attachment and then click Delete from the drop menu. 
You can upload either a single file or multiple files for each ticket. The size of each file cannot exceed 20MB.

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