Viewing Ticket Information

The agent can view or add additional information regarding the ticket like resolution, time entry, attachments, activities, and marketplace extensions in the ticket sub-tab.

Adding resolution to the ticket

Adding time entry to a ticket

Adding time entry to a ticket will help in monitoring how much time the agents spend on customer tickets and activities. It gives an idea of how long it takes for a ticket to be received, analyzed, and eventually resolved. Zoho Desk also offers the ability to apply the correct billing rate in the time entries. The admin needs to set hourly billing rates by agent, by profile, or by ticket. The billable value for the time entries is then calculated. Learn more about Setting up Time Tracking.

Adding attachments to a ticket

Users can attach data in the form of photos, files, voice notes, scribbled notes, and documents to the tickets to facilitate the easier exchange of information.

Users can choose the required option to attach the needed files.

Adding activities to a ticket

The Activities module is where the user can create and keep track of all the tasks, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an activity. Learn more about accessing the Activities module in Android.

Accessing marketplace extensions

Marketplace is a centralized hub where users can find Zoho and third-party applications to integrate with their Desk account to manage various business processes. Learn more about navigating the marketplace.

Extensions can only be viewed in the mobile app if they are installed in the web application.

If installed, select the required extension that is being listed to perform the required activities.

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