Replying to Tickets

Agents can reply to tickets either from the More icon

using the Reply icon

in the ticket page.

Templates, articles, and snippets

Effective communication is important for businesses. Zoho Desk provides a couple of predefined or the option to create email templates, snippets, and articles that can be used to simplify communication for the customers and agents.

Using snippets in Android

Snippets are pre-written responses or canned messages that can be easily inserted into email replies to tickets. They save time and ensure that all agents provide consistent answers to common questions or issues.

In the Android mobile app, agents can perform the following actions within snippets:

View: Agents can view the snippets they create and those that are shared with them.
Insert: Agents can include snippets directly in their messages when replying to tickets.
Sort: Snippets can be sorted based on their name or the time they were created or modified.

Snippets can be created only through the web application.

To view and use snippets

Open the Zoho Desk app.
Navigate to the desired ticket.
Tap the More icon .
Select Reply or Reply All.
Tap the More icon .
Select Snippets and access either My Snippets or Shared Snippets.
Tap on the snippet you wish to use.
Tap Send or use the drop-down menu to select Schedule or Send & Close.

To sort snippets

Using email templates

Email templates can be used to send Email notifications to the customers and agents as it will reduce the time taken to draft a response.

Using articles

Articles offer solutions to product or service-related queries. The users can create articles related to their product or service and group them under custom sections for ease of access and link them with the tickets so that the agents can achieve solutions more quickly.

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