Working with My Area in Help Center
My Area is a section in the help center that provides customers with a unified space to manage their tickets. It is a repository where end users can track their ticket history. It allows you to:
- View current and previous tickets
- Submit new tickets
- Send replies
- Edit tickets
- Add or edit comments
- Close and print tickets
- Reopen tickets
- Look up older tickets from various channels and community for reference
Accessing My Area
By default, when a Zoho Desk account is created, the help center is split into two sections:
- Agent - The interface that allows the agents to respond to incoming tickets and community posts, and add knowledge base articles. By signing in as an agent, you will be redirected to your agent interface (Desk Portal).
- User - Where the customers can sign up and browse through the knowledge base, engage in community forums, and raise and track their tickets in the help center.
Points to remember when accessing My area as end user
- You will be allowed to submit the support ticket to the help center portal that you have access to without signing up. However, for other actions, such as editing, closing, or re-opening the support ticket, you need to sign up for the help center.
- You can use filters to find specific tickets according to specific parameters.
- You can view your support tickets from various channels, communities, and from Desk portal as well. If any of your inquiries via chat got converted to tickets by agents then those will also be listed within the help center interface.
Note: Organizations can set permission to ensure that new users sign up before submitting their first ticket. Administrators can go to Help Center > Access Settings > and toggle the option "Customers must sign in to your Help Center to submit Tickets". See also Managing Help Center Users.
To access My Area
- Navigate to the respective help center portal and click Sign in.
- Sign in using your user credentials.If you are an agent log in using the agent credentials to navigate to the agent interface.
- Click My Area tab from the top bar.
You can view the tickets submitted so far and also filter them based on their status eg., open, closed etc.
Using filters to search tickets
Customers can quickly find tickets using filters such as department, priority, status, and more. This will ease the ticket search and ensure faster resolution.
Note: If the customer is associated with more than one account in the Desk interface, then those accounts will be listed on the left side area of the My Area homepage. Customers can then apply filters specific to their accounts by switching between the accounts.
There are five ticket filters to choose from:
Filters | Description |
Departments | Shows tickets from specific or all departments. |
Tickets | Users can view their tickets, team's tickets, and CC'ed tickets. |
Ticket Status | Lists the tickets based on their status such as open, closed, and on hold. |
Priority | Shows the tickets based on their priority (high, medium, or low) set in the Desk portal. |
Channels | Shows the tickets from specific or all channels such as email, web, chat, forums, Twitter, and Facebook. |
By default, the tickets will be shown based on the All Departments, My Tickets, Open, Priority, and All Channel.
Customers can apply the desired ticket filters from the drop-down. Tickets will be listed according to the applied filter and specific to the user.
Managing Tickets
Users can submit, edit, or even close their support tickets from the My Area section without leaving the help center interface.
To add support ticket
- On the My Area homepage, click Add Ticket.
- Select the desired department and click Submit Ticket.
- Choose the desired ticket layout form, if available. If not select the default given layout.
- Fill in the necessary ticket information and click Submit.
To edit support ticket
- Select the desired ticket from the My Area homepage.
- Click Edit next to the Ticket Properties.
- Make the necessary changes and click Save.
To close support ticket
- Select the desired ticket from My Area homepage.
- Click Close ticket at the bottom of the Ticket Properties section.
- The status will be updated to Closed.
To reopen tickets
To reopen the closed ticket at any point, open the closed ticket and click Reply in the top bar. Send the desired reply and the ticket will be opened immediately; and the corresponding status will be changed to Open.
Customers can also leave comments by clicking the Comment button in the top bar. Leaving comments will not reopen the closed tickets.
To edit, delete, and send draft of a ticket
Customers can type their response and save It as draft to revisit. They can edit a drafted response to modify the details. Also, drafts that are no longer needed can simply be deleted to reduce clutter and confusion.
- Go to My Area on the Help Center Portal.
- Select the desired department from All Departments dropdown.
- Select the required ticket criteria from drop-down.
- Click on the ticket.
- Click on Reply.
- Write a response in the ticket response area.
- Click Save Draft.
- Click on the desired drafts from My Area.
- On the reply interface click the More icon and select Edit, Delete, or Send draft.
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