Setting Ticket Preferences in iOS
Ticket due date, ticket priority and ticket status are considered as ticket preference as agents can solve them based on the requirement and urgency of the issue.
Setting ticket due date
Agents can set the due date for closing a ticket based on need while creating it or change it later using the edit option. For example, in a car servicing company, if the customer asks for delivery before the given date, the agents can change the delivery date using the edit option.
To add the due date while creating a ticket
- On the Ticket Views page, tap the Add
icon.
- In the Add Ticket page, under Additional Information, tap the Calendar
icon near due date to set the due date for the ticket.
- After selecting the desired date and time in the displayed calendar, click Done.
To edit the due date after creating a ticket
- In the ticket, tap the existing due date.
- In the displayed calendar, set the due Date and Time of ticket resolution and click Done.
Setting ticket status
Generally, when customers lodge their queries through a phone call, the agents create a ticket to record it. While submitting the ticket, the agents can set the status of a ticket while creating it or change it later using the edit option.
To add the status while creating a ticket
- On the Home screen, tap the Add
icon .
- In the Add Ticket page, under Ticket Information, tap the drop-down
icon near Status to select the status of the ticket from the given list.
To edit the status after creating a ticket
- In the ticket, tap the existing status and change it to the required status from the list.
Setting ticket priority
Assigning a priority level to a ticket is crucial for efficient task management, letting the users prioritize urgent issues over less critical ones, ensuring timely resolution and customer satisfaction. Additionally, Zoho Desk also allows the users to create custom priority values tailored to their specific needs. The priority level of a ticket can be set while creating a ticket or it can be changed later using the edit option.
To add the priority while creating a ticket
- On the Home screen, tap the Add
icon.
- In the Add Ticket page, under Additional Information, tap the drop-down icon
to select the priority of the ticket from the given list.
To edit the priority after creating a ticket
- In an open ticket, tap the existing priority and change it to the required priority status from the list.
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:
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
Setting Task Status, Due Date, and Priority
Task Status An important aspect of customer support is to keep track of all the tasks that are created on your help desk. Task status accurately reflects the current stage of your tasks, from start to finish. With task status, you can neatly track ...Setting Ticket Preferences in Android
Ticket due date, ticket priority, and ticket status are considered as ticket preference as agents can solve based on the requirement and urgency to solve the query. Setting ticket due date Agents can set the due date for closing a ticket based on ...FAQs: Ticket Management
1. What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents ...Setting Up Ticket Default Preferences
Ticket Default Preferences is a User Preference option in Zoho Desk that enables users to predefine reply actions and the default type for comments in a ticket. This feature is particularly useful for teams that handle a large volume of tickets, as ...Viewing Ticket Subtabs in iOS
The agent can view or add additional information regarding the ticket like resolution, time entry, attachments, activities, marketplace extensions, and custom modules in the ticket sub-tab. They can also associate tickets as parent-child for to ...
New to Zoho LandingPage?
Zoho LandingPage Resources