Actions in Ticket Conversation- Online Help | Zoho Desk

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 information happens mostly through ticket replies and comments via email. When an agent has all parts of the conversation listed in one place, they can consider the full context and the current state of the issue to come up with effective resolutions.

A ticket conversation includes replies, which are also referred to as threads, and private or public comments. Private comments are used by the employees for internal communication. Public comments can be seen by the customer in their help center.

From the ticket detail view, agents can perform various actions as the ticket transitions to different stages. 



Reply

An agent can reply to the contact or ticket sender who is listed in the To field to respond directly to the person who raised the ticket or the main contact without involving anyone else in the conversation.

Reply All

An agent can send a response to everyone involved in the conversation, including secondary contacts mentioned in the CC field. When a user selects reply all, the system automatically adds the secondary contacts and shows their email addresses in the CC field. The agent can also manually add other contacts to the CC field. This ensures that both the customer and other stakeholders are kept in the loop about the updates or resolution of the ticket. 

The agent can also manually remove the contact from the CC field. But if they are removing a secondary contact, they will still be able to access the entire ticket along with replies from the help center, unless the recipient is removed from Secondary Contact field.



Reply in IM and Reply via Email

Any conversation started on an IM platform, such as WhatsApp, Telegram, or Facebook, can be converted into tickets based on the configuration done in the IM channel.
When an IM conversation is converted into a ticket, the agent can select the Reply in IM option to send an IM response directly to the query from the ticket detail page.

Additionally, if the agent prefers to send a response via email, they can select the Reply via Email option. If the customer's contact information includes an email address, the 'To' field is auto-populated with the email address. If the customer's contact information does not include an email address, the agent must manually enter the email address to respond via email.

Forward

The Forward option allows the agent to share the ticket or the conversation with someone who is not part of the current ticket conversation. The response can be forwarded to another recipient.

Let’s say a customer raises a ticket to report a bug in the application and has included their senior management in the CC field. The support agent picks up the ticket and needs more information about the issue. Since the agent only needs to communicate with the person who raised the ticket for more information (and not with the management team at this stage), the agent would use the Reply option.

Once the issue is resolved, it’s important to keep everyone involved in the conversation informed about the same. Since both the customer and the management team were included in the thread, the agent would select Reply All to notify everyone about the resolution.

At any point, if the agent needs to involve someone not currently in the conversation, such as the developer or testing team, the agent could use the Forward option to send the ticket details to that person.

Add to prediction

Field Prediction is an AI based feature where Zia trains on support tickets and predicts field values, such as ticket owner and ticket type. Using Add to Prediction, agents can manually add new tickets to the training list and select the fields that Zia should consider for training. Read more about Zia Field Prediction.



Show Original

The show original option allows agents to view the original email header. An email header contains server details for the sender and recipient in addition to the to, from, date and time, and subject details.
This allows agents to authenticate where the email originated and confirm its authenticity.
For example, a ticket was submitted via mail with the subject "Alert! My subscription has been cancelled. Need help immediately!" The tone and content of the message raised the assigned agent's suspicion. In this case, the agent can check the full email header and verify whether the email is from an authentic source.
If the email appears suspicious, the agent can also mark the contact as spam to prevent future risks.
 

Printing a ticket

Agents can print a ticket with its entire email conversation. Having a physical copy of the ticket can be useful for filing documentation and to take as a reference when agents go out for field work.
Note: In order to print the entire conversation, including internal comments, the user must install the Print Tickets extension for Zoho Desk.

 Pinning a thread or comment

An important comment or thread in a ticket can be pinned to the top for easy access. For example, a customer's initial questions and background information tend to get pushed down to the bottom by agents' responses and follow-up questions. Pinning the important comments or threads at the top helps ensure that agents don't lose track of the actual issue.
 
Notes
Note: The admin must enable the permission to Pin conversation for all agents for the option to be displayed in the details page.


An agent can either pin the comment or thread for their reference or pin it for all agents who access the ticket. Both private and public comments or threads can be pinned. Read more about Pinning Comments and Threads in Tickets.

 



Splitting a ticket

In customer service, it is important to ensure that the process a customer has to go through to raise a ticket is as simple and linear as possible. This places responsibility on the agent's side to ensure that each ticket is routed to the right agent, team, or department for timely resolution.
 
For example, a customer has reached out to ask about the availability of a product in a store. After getting the required information, they wanted to know about the services and insurance plans provided for the item. While the general support team can provide product availability details, there is a separate insurance team. In this case, the agent can split the ticket and assign each component to the appropriate agent for a quicker response. This feature ensures all of the customers' needs are met without the trouble of creating multiple tickets.
 

Points to remember:
  1. Split as a new ticket option is not available for ticket description and agent reply, it is only available for incoming responses.
  2. Split as a new ticket will only convert that individual reply from where the ticket was split in the new ticket. It will not carry forward all the threads following that reply into the new ticket. 
To split a ticket as a new ticket:



Apart from these basic actions, users may be able to perform additional actions based on the extensions enabled. To know more read:

  1. Filing Tickets as Bugs - Zoho BugTracker
  2. Filing Tickets as Issues - JIRA

      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          Zoho CRM Training Programs

          Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

          Zoho CRM Training
            Redefine the way you work
            with Zoho Workplace

              Zoho DataPrep Personalized Demo

              If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

              Zoho CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION





                              Quick Links Workflow Automation Data Collection
                              Web Forms Enterprise Begin Data Collection
                              Interactive Forms Workplace Data Collection App
                              CRM Forms Customer Service Accessible Forms
                              Digital Forms Marketing Forms for Small Business
                              HTML Forms Education Forms for Enterprise
                              Contact Forms E-commerce Forms for any business
                              Lead Generation Forms Healthcare Forms for Startups
                              Wordpress Forms Customer onboarding Order Forms for Small Business
                              No Code Forms Construction RSVP tool for holidays
                              Free Forms Travel
                              Prefill Forms Non-Profit

                              Intake Forms Legal
                              Mobile App
                              Form Designer HR
                              Mobile Forms
                              Card Forms Food Offline Forms
                              Assign Forms Photography
                              Mobile Forms Features
                              Translate Forms Real Estate Kiosk in Mobile Forms
                              Electronic Forms

                              Notification Emails for Forms Alternatives Security & Compliance
                              Holiday Forms Google Forms alternative  GDPR
                              Form to PDF Jotform alternative HIPAA Forms
                              Email Forms
                              Encrypted Forms
                              Embeddable Forms
                              Secure Forms
                              Drag & drop form builder
                              WCAG

                                    Create. Review. Publish.

                                    Write, edit, collaborate on, and publish documents to different content management platforms.

                                    Get Started Now




                                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                          Manage your brands on social media


                                                            • Desk Community Learning Series


                                                            • Digest


                                                            • Functions


                                                            • Meetups


                                                            • Kbase


                                                            • Resources


                                                            • Glossary


                                                            • Desk Marketplace


                                                            • MVP Corner


                                                            • Word of the Day


                                                            • Ask the Experts


                                                              Zoho Sheet Resources

                                                               

                                                                  Zoho Forms Resources


                                                                    Secure your business
                                                                    communication with Zoho Mail


                                                                    Mail on the move with
                                                                    Zoho Mail mobile application

                                                                      Stay on top of your schedule
                                                                      at all times


                                                                      Carry your calendar with you
                                                                      Anytime, anywhere




                                                                            Zoho Sign Resources

                                                                              Sign, Paperless!

                                                                              Sign and send business documents on the go!

                                                                              Get Started Now




                                                                                      Zoho TeamInbox Resources





                                                                                                Zoho DataPrep Demo

                                                                                                Get a personalized demo or POC

                                                                                                REGISTER NOW


                                                                                                  Design. Discuss. Deliver.

                                                                                                  Create visually engaging stories with Zoho Show.

                                                                                                  Get Started Now









                                                                                                                      • Related Articles

                                                                                                                      • Print Ticket Extension for Zoho Desk

                                                                                                                        A printer-friendly version of a customer ticket is ideal for field service agents who will need a physical ticket, or if you have to upload a ticket into another system. The Print Ticket extension for Zoho Desk enables you to print a printer-friendly ...
                                                                                                                      • Working With Custom Actions Gallery

                                                                                                                        Zoho Desk offers numerous functionalities to automate, customize, and simplify your customer support process. It allows you to create webhooks and write custom functions to automate your repetitive support workflows, reduce the manual ...
                                                                                                                      • FAQs: Custom Actions Gallery

                                                                                                                        What is Custom Actions Gallery? Custom actions gallery includes a set of custom actions that help you automate key tasks, like assigning tickets, adding/removing tags, adding followers/comments, sending email replies, replying and notifying via ...
                                                                                                                      • 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 ...
                                                                                                                      • Setting Up Ticket Default Preferences

                                                                                                                        Ticket Default Preferences is a User Preference option in Zoho Desk that enables users to predefine reply actions and the default type for comments in a ticket. This feature is particularly useful for teams that handle a large volume of tickets, as ...
                                                                                                                        Wherever you are is as good as
                                                                                                                        your workplace

                                                                                                                          Resources

                                                                                                                          Videos

                                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                          eBooks

                                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                          Webinars

                                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                          CRM Tips

                                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                                            Zoho Show Resources