How to manually create a ticket in the Instant Messaging module

How to manually create a ticket in the Instant Messaging module



A ticketing system works by creating a document (known as a "ticket") that records all interactions related to a support or service case. With Zoho Desk, a ticket can be created for a single important message that is part of a broader customer conversation. The ticket is then shared between the rep and the customer, and it logs their communication in a single easy-to-manage thread. Both can refer to the ticket for future use.

Zoho Desk provides an intuitive Create Ticket option that helps you easily open a ticket while actively communicating with your customers on their preferred messaging channels. Simply choose the message that you would like to create the ticket for and follow the below steps.

Steps for creating a ticket in the IM Module:

    1. Log into your Zoho Desk portal and navigate to the IM Module. Then, hover over the message that you would like to create a ticket for and hit the Create Ticket ( ) icon.
    2. The Ticket Information form will open in a new tab.



    3. Specify the Department that will manage the ticket.
    4. Enter a Contact Name for the customer. You can select a name from a list of suggested contacts if the customer is an existing Zoho Desk user.
    5. Enter the customer's Account Name. The Account Name field will be auto-filled if you chose an existing contact with these details available.
    6. Enter the customer's email address and phone number. The Email and Phone fields will be auto-filled if you chose an existing contact with these details available.
    7. Enter a subject for the ticket and provide any relevant ticket details.
    8. Click Submit.

The customer will receive an email acknowledgement with their ticket ID and other relevant information.
Notes- The system will create a new contact (with the provided name, email address, and other relevant details) when a ticket is raised for/by a customer who doesn't exist in Zoho Desk. This applies to new accounts as well.
- You can add attachments when you create a ticket. Make sure that each file is within 20 MB in size.
- When an agent creates a ticket, they become the ticket owner by default.

FAQ
How can I move IM tickets to departments

Tickets created from Instant Messaging (IM) conversations are assigned to a department based on channel configuration or ticket creation settings. In some cases, an IM ticket may need to be transferred to a different department to ensure the right team handles the request. Moving tickets promptly helps maintain efficient support workflows and ensures customers receive timely assistance.

For example, a customer might start an IM conversation requesting a product replacement. The ticket may initially be handled by the support team, then moved to the products department for verification, and later to the logistics team to complete the replacement process. Transferring the ticket between departments ensures the request is handled by the appropriate teams at each stage.

Any user with the Move Tickets permission can transfer IM tickets across departments.


If the All Departments view is selected, and:
  • The selected view is Classic View.
    1. Click the Department displayed in the ticket.
    2. Select the appropriate department to move the ticket.
    3. The selected view is Compact View.
        1. Click on the Department displayed in the ticket.
        2. Select the appropriate department to move the ticket.

       

      Hover on the required ticket and click Ticket Peek.

      1. In the Ticket View page, click More Actions.
      2. Click Move.
      From the Department list, select the appropriate department to move the ticket.


Note:

• You can move IM tickets in bulk using Bulk Actions from the tickets list.

• When an IM ticket is transferred to another department, it is treated as a new ticket in the receiving department and its status is automatically set to Open.

• Any automations, workflows, or SLAs applied in the previous department will no longer apply after the transfer.

• Once moved, the IM ticket follows the processes, automations, and SLA configuration of the receiving department.