Replying to Tickets
Agents can reply to tickets either from the More icon 
or using the Reply icon 
in the ticket page. They can also reply using the more icon in the threads.
Actions while sending tickets
Agents can send replies immediately to the respective contact using the Send option. They can also schedule the reply for a later time allowing agents to compose messages to be sent at the customer's preferred time.
Agents can close tickets while replying to their customers using the Send and close option. They can also select a status while sending a reply to update the ticket status simultaneously using the Send and update option.
Actions in Ticket Conversation
Reply
Agents can reply directly to the ticket contact using this option.
Reply all
Agents can keep every contact involved in the conversation posted about the ticket updates by automatically adding the secondary contacts as CC using this option. Even if removed from the CC field, the secondary contact will be able to see the entire ticket and the subsequent replies added to the ticket through the help center. They can be restricted from seeing the ticket only if they are removed from the secondary contact field.
Forward
Agents can share the ticket with recipients who are not a part of the conversation using this option. They can involve other teams to solve the issue without adding them to the conversation.
Splitting tickets
When a ticket carrying multiple conversations that have two or more requirements comes to an agent, the agent can split the ticket to route it to different departments, teams, and agents so that they can simultaneously work on the ticket to find a resolution quickly.
- Split as a new ticket option is not available for ticket description and agent reply, it is only available for incoming responses.
- Split as a new ticket will only convert that individual reply from where the ticket was split in the new ticket. It will not carry forward all the threads following that reply into the new ticket.
Print
Agents can print the entire ticket conversation for physical reference.
Pin
Agents can pin an important thread at the top of the ticket conversation for easy access.
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.
Alternatively, agents can also type the name of the snippet in the compose screen and tap on the reply editor 
to insert the snippet.
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.
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.
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.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
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?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Sending Mass Replies to Tickets
In the world of automation, where businesses use every opportunity to reduce manual intervention and get quick, infallible results; customer support teams spending most of their work hours replying to queries can be counter-productive.This can be ...Associating Tickets as Parent-Child in iOS
In any support, there will be inquiries for similar or related issues from a single or multiple users. If similar or related tickets are interlinked, the agents can refer to the relevant ticket to understand the issue they are dealing with before ...How to customize the Tickets module for the ASAP Flutter SDK?
The Ticket module in Zoho Desk manages all customer support requests and inquiries. Each ticket includes the customer's name, email address, phone number, and issue description. The Ticket module also offers automated ticket assignment, escalation, ...How to customize the tickets module for the ASAP Android SDK?
The ticket module in Zoho Desk manages all customer support requests or inquiries. Each Ticket includes the customer's name, email, phone number, and issue. The ticket module also offers automated ticket assignment, escalation, and SLA management to ...Sending Scheduled Reply to Tickets
While customers expect a quick response from the support executives, it is equally important to ensure the response reaches them at an appropriate time of the day. Reaching out during the operational hours will ensure the email is read, the customer ...
New to Zoho LandingPage?
Zoho LandingPage Resources