Actions in Tickets
Merging Tickets
Customer service team is the main point of contact for customers who are looking for resolution to their issues or answers to questions that they cannot resolve on their own. Sometimes, customers reach support through multiple channels for the same ...
Actions in the Ticket Detail Page
Once a ticket is assigned to an agent, there are several actions they need to perform in order to resolve the issue and eventually close the ticket. Sometimes, agents have to edit the ticket to include missing information that the customer shared ...
Pinning Comments and Threads in Tickets
An important comment or thread in a ticket can be pinned to the top for easy access. For example, if a customer has provided their inputs and queries in a comment, and the agents have added multiple comments on top of it. The customer's comment with ...
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 ...
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
Customer support team face high volumes of tickets, especially during large-scale events like outages, feature releases, or product recalls. In these situations, performing repetitive tasks, such as sending acknowledgment messages, updating statuses, ...
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 ...
Actions Available While Replying to a Ticket
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 ...
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 ...
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 ...
Avoiding Agent Collision Over Tickets
It is quite common for an agent to start replying to a ticket without knowing that another agent is already working on it. It eventually ends up with customers receiving more than one response to their support ticket. This sort of chaos can occur not ...
Sharing Tickets Across Departments
In customer service, some tickets require the collaboration from multiple departments to provide a quick and complete resolution. Being able to share the ticket with the respective team or agent, rather than relying on informal ways of conveying the ...
Actions in Ticket Conversations
A ticket is a digital record of the question or concern raised by a customer. In order to solve the issue or guide the customer, a support agent often needs to have a back-and-forth conversation with the customer for better clarity. The exchange of ...