Actions in Tickets
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 Field 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 locations ...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 ...Performing Bulk Updates in Zoho Desk
When working in Zoho Desk, you may come across the need to perform mass or bulk actions for a ticket. If you want to update lesser number of tickets, then you can choose to perform mass actions. However, when you want to update more than 50 tickets ...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 ...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
A tag is a word or a combination of words used as an identifier or label for tickets. An efficient ticket tagging system helps to identify the nature of the query and gives more context to the agents at a glimpse.Tags can also be added as a condition ...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 ...Initiating Remote Assistance Sessions inside Tickets
Remote assistance allows you to view and take control of remote PCs to resolve customer issues in real-time. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, you ...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 ...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 ...About ticket archiving in Zoho Desk
To enhance your help desk performance and allow the day-to-day ticketing operations to happen much faster, Zoho Desk will automatically archive closed and inactive tickets. Archiving tickets speeds up the loading time for views that have gotten ...Filing Tickets as Bugs - Zoho BugTracker
Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal. To file a bug: Go to the ...Adding a Ticket for a Contact
Most support centers follow the practice of creating tickets for customers who call in with problems. Agents will typically ask for the customer's name or their email address to quickly search and open their contact and then submit a ticket. Zoho ...Printing Customer Support Tickets
You can print a printer-friendly version of your customer support tickets in Zoho Desk. The print-out will contain the email conversations that have happened over the ticket. It will come handy when you have got field staff who will require a ...Filing Tickets as Issues - JIRA
On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can ...
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