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.

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

Access your files securely from anywhere

Zoho CRM Training Programs

Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

Redefine the way you work

with Zoho Workplace

Start your free trial

Zoho DataPrep Personalized Demo

If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

Create, share, and deliver

beautiful slides from anywhere.

Get Started Now

Zoho Sign now offers specialized one-on-one training for both administrators and developers.

BOOK A SESSION

Zoho Workerly Home
Forums
Connect With Us:

Zoho Recruit Home
Forums
Connect With Us:

Start tracking your website metrics today

Use PageSense to understand what your visitors are looking for, how they are behaving, and where they are facing problems on your website.

Ready to improve your website's performance?

Install the PageSense code snippet on your site in a matter of minutes and start collecting in-depth data about the website visitors to grow your business.

Track and measure every business goal

Set up goals in PageSense to measure every single action performed by visitors on your website like button or link clicks, form submissions, and page engagements.

Understand the customer journey on your website

Create funnels in PageSense to quickly see which pages visitors use to enter your website, where they navigate to next, and which pages they decide to leave without converting.

Visualize your visitor's behavior with color codes

Set up heatmaps in PageSense to see where users have clicked more, how far they've scrolled, and on which parts of a page they've spent the most time using color-coded patterns in reports.

Measure customer engagement with your web forms

Use form analytics in PageSense to see how people interact with different fields in your form, whether they complete the form successfully or not, and where exactly they drop out on your form.

Record real visitor interactions on your website

Use session recordings in PageSense to watch a video of all the visitor actions performed on your website including the pages they navigate, the buttons they click, the UX issues they face, and more.

Test and optimize webpages for better conversions

Run A/B or Split URL tests in PageSense to figure out which version of your web page works best for your business and results in the best conversion rate.

Give each customer a unique website experience

Use personalization in PageSense to deliver customized versions of your website for every individual customer based on their demographics, local weather, browsing history, and more.

Grow your business through customer feedback

Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.

Send timely updates that customers love

Use web push notifications in PageSense to schedule and notify your customers about an upcoming flash sale, product releases, promotional coupons, and a lot more that can spark conversions on your website.

Advertise your business to website visitors

Use pop-ups in PageSense to instantly grab the attention of visitors by showing attractive signup offers, coupon code discounts, or email newsletters that can eventually convert them into subscribers.

Access more advanced settings in PageSense

Use PageSense's advanced features like creating mutually exclusive groups, enabling cross-domain tracking, configuring customized project JS, and more to get deeper insights about your website.

Try easy-to-use extensions

Download the PageSense extension app available for your web browser with a few clicks and start collecting all of your required website metrics in real time.

Discover your favorite integrations with PageSense

Get a deeper look at your website's data by seamlessly integrating PageSense with a host of popular third-party apps like Google Analytics, Mixpanel, Intercom, and more.

Quick Links	Workflow Automation	Data Collection
Web Forms	Retail	Online Data Collection Tool
Embeddable Forms	Banking	Begin Data Collection
Interactive Forms	Workplace	Data Collection App
CRM Forms	Customer Service	Forms for Solopreneurs
Digital Forms	Marketing	Forms for Small Business
HTML Forms	Education	Forms for Enterprise
Contact Forms	E-commerce	Forms for any business
Lead Generation Forms	Healthcare	Forms for Startups
Wordpress Forms	Customer onboarding	Forms for Small Business
No Code Forms	Construction	RSVP tool for holidays
Free Forms	Travel	Features for Order Forms
Prefill Forms	Non-Profit	Forms for Government
Intake Forms	Legal	Mobile App
Form Designer	HR	Mobile Forms
Card Forms	Food	Offline Forms
Assign Forms	Photography	Mobile Forms Features
Translate Forms	Real Estate	Kiosk in Mobile Forms
Electronic Forms	Insurance
Drag & drop form builder
Notification Emails for Forms	Alternatives	Security & Compliance
Holiday Forms	Google Forms alternative	GDPR
Form to PDF	Jotform alternative	HIPAA Forms
Email Forms	Wufoo alternative	Encrypted Forms
Accessible Forms	Typeform alternative	Secure Forms
		WCAG

Quick Links

New to Zoho Writer?

Signup Now

Zoho Writer

What's new

Help Guide

Blogs

Forums

Webinars

API

Developers

Build Extensions

Create. Review. Publish.

Write, edit, collaborate on, and publish documents to different content management platforms.

Get Started Now

Zoho Campaigns Resources

Campaigns Community Learning Series

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

Zoho Pagesense Resources

You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho Social?

Manage your brands on social media

Access Zoho Social

New to Zoho Desk?

Access Zoho Desk

What's New in Zoho Desk

Use cases

Make the most of Zoho Desk with the use cases.

Learn More

eBooks

Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

Download eBooks

Videos

Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

Watch Now

Webinar

What's New in Zoho Desk

Desk Community Learning Series
Meetups
Ask the Experts
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner

Zoho Sheet Resources

New to Zoho Forms?

Latest Feature Updates

Explore our Pricing & Plans

Zoho Forms Resources

Secure your business

communication with Zoho Mail

Get started

Mail on the move with

Zoho Mail mobile application

Go Mobile

Stay on top of your schedule

at all times

Get started

Carry your calendar with you

Anytime, anywhere

Get started

Latest Announcements

New to Zoho Sign?

Zoho Sign Resources

Sign, Paperless!

Sign and send business documents on the go!

Get Started Now

Zoho SalesIQ Resources

New to Zoho TeamInbox?

Zoho TeamInbox Resources

Connect with us

New to Zoho ZeptoMail?

LEARN MORE

Latest Feature Updates

Zoho DataPrep Resources

New to Zoho DataPrep?

Access Zoho DataPrep

Zoho DataPrep Demo

Get a personalized demo or POC

Design. Discuss. Deliver.

Create visually engaging stories with Zoho Show.

Get Started Now

New to Zoho Workerly?

Access Zoho Workerly

New to Zoho Recruit?

Access Zoho Recruit

New to Zoho CRM?

Signup Now

Access Zoho CRM

Latest Feature Updates

New to Zoho Projects?

Access Zoho Projects

New to Zoho Sprints?

Access Zoho Sprints

New to Zoho Assist?

Access Zoho Assist

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Related Articles
Creating and Using Snippets in Ticket Responses
Support agents are always working hard to resolve customer inquiries that often require their immediate attention or acknowledgement. While every agent has their own style of responding, they have to follow some organizational standards to maintain ...
Working with Tickets in the Android App
The Zoho Desk Android App simplifies the process of resolving customer issues by transforming each concern into a ticket. In order to ensure that no client inquiry is left unaddressed, this user-friendly app allows agents to manage tickets smoothly. ...
Working with Tickets in the iOS App
The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
Using Snippets in iOS app
Agents need to be able to respond to multiple tickets quickly and accurately. Doing this efficiently can be challenging because each response must be consistent and follow the organization's standards. Snippets are pre-written responses or canned ...
Using Snippets in Android app
Agents need to be able to respond to multiple tickets quickly and accurately. Doing this efficiently can be challenging because each response must be consistent and follow the organization's standards. Snippets are pre-written responses or canned ...