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 notes, or maintaining an excel sheet can help to an extent but can still turn out tedious. To ease such situations, Zoho Desk provides agents and admins the ability to manually mark tickets as read or unread. Even if the agent or admin has viewed the ticket, they can indicate that it has not been resolved by marking it unread.
This can be particularly useful in cases when:
- Agents want to mark redundant tickets as read, so they can ignore them.
- Agents want to keep track of which tickets they have reviewed and which ones they still need to address. This option can help them to stay organized and manage their workload more efficiently.
- Agents want to follow-up with the customer regarding the ticket or want to discuss with peers before responding. They can mark the tickets unread.
Availability - The mark as read/unread functionality is available in all paid editions of Zoho Desk.Points to remember
- By default, every ticket is considered unread. They will be marked as read automatically once the ticket is opened.
- The mark as read or unread functionality only influences the ‘read/unread’ indicator on the user end, so it’s user-specific (Agent/Admin specific). For example, if you mark a ticket as read, this action gets reflected only in your Desk interface. For other members of your team, the ticket that you have marked read will be in the unread state.
- If a ticket is marked as unread by an Agent or Admin, the owner of the ticket won't be notified.
- Tickets cannot be marked as read or unread in bulk.
- Tickets can be marked read or unread from the ticket detail view and list view.
- In the ticket's list view, by default, every ticket is considered unread.
- In the ticket's detail view, by default, Mark as Unread will be displayed regardless of the ticket's read status. The Mark As Read option will only be displayed when you have clicked Mark as Unread.
Marking a ticket read or unread
Agents can mark tickets read or unread in two ways:
- From the ticket list view
- From the ticket detail view.
To mark a ticket read from the list view
- In the Zoho Desk portal, go to the Tickets module.
- Hover over the desired unopened support ticket.
- Click the Mark as Read (
) icon.
The subject line is unbolded and the chosen ticket will be marked as read.
To mark a ticket as read from the ticket detail view
- Open the desired ticket from the Tickets module.
- Select Mark as Read from the More dropdown.
The chosen ticket will be marked as read.
To mark a ticket unread from the list view
- In the Zoho Desk portal, go to the Tickets module.
- Hover over the desired opened support ticket.
- Click the Mark as Unread (
) icon.
The subject line is bolded and the chosen ticket will be marked as unread.
To mark a ticket unread from the ticket detail view
- Open the desired ticket from the Tickets module.
- Select Mark as Unread from the More dropdown.
The chosen ticket will be marked as unread.
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