Ticket Management
Understanding Parent-Child Ticketing System
We are opening this feature in a phased manner and hence it will be available only for selected users. It will soon be available for all users across DC. A ticketing system allows businesses to manage customer requests and support enquiries ...Creating nested picklist fields
Record Creation forms are used to collect and display data. The more organized, clean, and streamlined these forms are,the more efficient the data collection process will be. A nested picklist is a type of picklist field that can help you build ...Editing and Deleting Tags
Tags in Zoho Desk are a combination of words that can be used to add more context, classify and locate tickets. For example, you can tag tickets submitted for a service outage as ’outage’. Sometimes multiple tags can be created for the same issue, ...Mark Tickets Read or Unread
How often do support agents put tickets temporarily aside because they either need to consult with their supervisor before responding or they want to refer to a similar issue that was raised before? Setting reminders, jotting down ticket details in ...Adding Translations Using Zoho Desk's Multilingual Capability
With most businesses offering their services to a global clientele it is imperative to set up a robust and enthusiastic support service team to provide support in different regions. As companies grow and extend their facilities in different ...Read Receipts for Tickets
When handling customer support tickets, customer replies play an important role in helping agents choose their next move. For example, if you've sent a message to notify a customer about their subscription renewal deadline, and haven't received a ...Cloning a ticket
Customer support efforts are exceptionally quantifiable, so you must streamline and reduce the ticket resolution time to meet and exceed Service Level Agreement (SLA) targets. Ticket cloning is one of the key steps in reducing ticket resolution time, ...Initiating AugmentedReality (AR) Remote Sessions from Tickets
Augmented Reality (AR) is a growing trend among companies to promote their products or services. AR blends interactive digital elements along with overlaying visual, auditory, or other sensory information to provide a real-world-like experience. In ...Using Ticket Peek in Zoho Desk
Ticket Peek is a lightweight preview screen in the Zoho Desk, that helps your agents respond to support tickets from the ticket listing page. For instance, when your agents peek into a ticket, they can see every interaction the support team has had ...Performing Bulk Updates in Zoho Desk
When working in Zoho Desk, you may come across the need to perform a bulk update of properties on more than 50 tickets in a list at once. For instance, you have a ticket list where you manage tickets assigned to you. You are taking time off for a ...Using the Three-pane Ticket Interface
By default, the ticket view page in the Zoho Desk is displayed in two panes, Ticket's properties in the left pane. Ticket's details on the right pane. This two-pane layout is spacious and helps you to see more information on the screen at once. ...Creating and Using Snippets in Ticket Responses
Support agents are always working hard to resolve customer inquiries that often require their immediate attention or acknowledgement. While every agent has their own style of responding, they have to follow some organizational standards to maintain ...Assign Tickets Manually
By default, a new ticket received in the Zoho Desk will stay unassigned, unless there is assignment or round-robin rule is defined. The support manager or the administrator has the privilege to assign those unassigned tickets to the respective agent ...Ticket Timeline View
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from the contact and presents them in chronological order. Advantages of using Timeline View Your agents can know ...Splitting a Ticket
The split as new Ticket function in the tickets module allows you to split a customer ticket with two different inquiries into separate tickets. For instance, if your customer initially enquired about the purchase price and now wants to know the ...Working with Ticket Tags
Tags are words or a combination of words that can be used to add more context to tickets. Ticket tags can be used to extract solutions to common problems for training, documentation, and more. For instance, you can tag the tickets as 'demo' if they ...Save, Send, and Discard Ticket Drafts
Drafts are unsent replies that are saved and waiting to be sent. When you compose a response, Zoho Desk will automatically save your work every 2 minutes. It is to ensure that you do not lose any composed/half-composed and unsent responses. You can ...Customizable Table View and Filters for Tickets
The table view displays tickets in rows and columns, just like a spreadsheet. Each row displays a ticket, and each column shows the ticket's property (such as a field for response due date, contact's name, and subject). This allows you to view the ...Viewing Zoho CRM Information inside Tickets
The Zoho CRM integration provides you with more context into the customer information while staying inside Zoho Desk. Agents can view the CRM information of a Contact or an Account alongside their ticket in Zoho Desk. For example, they can identify ...Marking Support Tickets as Spam
Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You ...Using Ticket and Email Templates in Zoho Desk
Email Templates Email templates reduce the time taken to draft a response and eliminates inadvertent errors that may occur while drafting an email in hurry. It will also come handy when you have a solution that can be suggested for multiple tickets. ...Star Ticket List Views
Stars are a way to mark ticket list views, as important. When you star a list view, it stays at the top of your left menu so you can access them later. You can star up to 15 pre-defined or custom list views in Zoho Desk. Note: The ticket list views ...Initiating Remote Assistance Sessions inside Tickets
Remote assistance allows you to view and take control of remote PCs to resolve customer issues instantaneously. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, ...Using Macros in Tickets
Macros are a set of actions that can be applied to support tickets. The actions include sending emails, creating tasks, and updating a field in the tickets. Once created, macros can be applied manually to the tickets. Using macros in tickets saves a ...Following, Commenting, and Viewing original email headers in Tickets
Following Tickets Following support tickets keeps you up-to-date with your activities. When you follow tickets, the email conversations, comments, statuses, and other details will display in your Notification Center. To follow support tickets In the ...Associating records with contacts
Contacts, also known as end-users are customers who can send support tickets to Zoho Desk. The support administrators or agents can associate records, such as attachments, tickets, products with a contact. Tickets Tickets are product or ...Adding and submitting a Ticket for an Account
It is not uncommon for agents to raise a support ticket for an account directly. For example, when a customer calls up from ABC Corp, it is not necessary that a contact in their name should exist. In this situation, the agent will search for the ...Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization has multiple departments then being able to share tickets with them to get your work done is vital for the success of your support operations. For example, a ...Performing Bulk Updates in Zoho Desk - Old UI
When working in Zoho Desk, you may come across the need to perform a bulk update of properties on more than 50 tickets in a list at once. For instance, you have a ticket list where you manage tickets assigned to you. You are taking time off for a ...Initiating AR Remote Sessions from Tickets
Augmented reality remote assistance provides your customers with access to expert guidance—through their smartphone or smart glass—they need to perform any task with ease. You can visually guide and collaborate with customers right from their support ...Understanding ticket accessibility
Knowing which tickets can be accessed by which user and based on what permission is important when you set out to receive tickets in your Zoho Desk. For example, you may allow seeing only own agent's tickets, but see all unassigned; allow editing ...Enabling and Adding CC Users on Tickets
The CC feature enables your agents and end users to copy additional requesters or contacts on a ticket. Agents can copy other users in email replies, ticket detail page, and the add ticket form. Likewise, end users can copy other users in their email ...Cloning a Zoho Desk ticket
The ticket cloning feature enables you to create a new ticket by duplicating an existing ticket. This is particularly useful when you need the same ticket to be created for different contacts or to onboard new hires enabling them to solve an existing ...Sending outbound emails from Zoho Desk
Zoho Desk isn't made to be an email client, but that shouldn't stop you from sending that occasional holiday greeting or a thank you note to your customers. The Send as email feature enables you to do just that, allowing you to reach out to your ...Customizable Table View for Tickets - Old UI
The table view displays tickets in rows and columns, as in a spreadsheet. Each row displays a ticket, and each column shows a ticket property (i.e., a field). This enables you to view the properties of tickets without having to open the ticket ...Tracking your time spent
The Time Tracking feature allows you to track time spent on tickets and activities (i.e., tasks, events and, calls) at the most granular level possible while also adding billable time entries based on predefined costs. Depending on how your ...On Hold state - Use cases and Behavior
Zoho Desk allows you to pause SLA timers on tickets when you are waiting for an event to happen. You can do this by selecting a status that is mapped to the On Hold state. However, it is important that you understand the functionality and which parts ...Understanding the On hold ticket state
Ticket statuses help customers and agents to track progress and manage the lifecycle of a ticket. For example, it tells you whether it's the customer or an agent that needs to act next. All tickets in Zoho Desk can be in one of the following three ...Sharing Tickets with other Departments - Old UI
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...Creating Private Email Conversations
Ticket conversations are public that shows up for customers in the Help Center. But, what if you want to engage with someone without the conversation ending up in your customer's inbox? The ability to exchange private email conversations helps you in ...Next page
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