Actions in Tickets
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 ...
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 ...
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 ...
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 ...
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 ...

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