Mark Tickets Read or Unread - New UI

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: 
  1. Agents want to mark redundant tickets as read, so they can ignore them. 
  2. 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.
  3. 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 
  1. By default, every ticket is considered unread. They will be marked as read automatically once the ticket is opened.
  2. 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. 
  3. If a ticket is marked as unread by an Agent or Admin, the owner of the ticket won't be notified.
  4. Tickets cannot be marked as read or unread in bulk.
  5. Tickets can be marked read or unread from the ticket detail view and list view.
  6. In the ticket's list view, by default, every ticket is considered unread.
  7. 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:
  1. From the ticket list view
  2. From the ticket detail view. 

To mark a ticket read from the list view

  1. In the Zoho Desk portal, go to the Tickets module.
  2. Hover over the desired unopened support ticket.
  3. 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

  1. Open the desired ticket from the Tickets module.
  2. 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

  1. In the Zoho Desk portal, go to the Tickets module.
  2. Hover over the desired opened support ticket.
  3. 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

  1. Open the desired ticket from the Tickets module.
  2. Select Mark as Unread from the More dropdown.
    The chosen ticket will be marked as unread.




    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





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com

                                                                       
                            



                            






                              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

                                    Zoho Desk Resources

                                    • Desk Community Learning Series


                                    • Digest


                                    • Functions


                                    • Meetups


                                    • Kbase


                                    • Resources


                                    • Glossary


                                    • Desk Marketplace


                                    • MVP Corner


                                    • Word of the Day


                                      Zoho Marketing Automation

                                        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 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

                                                                                                • Star Ticket List Views

                                                                                                  Stars are a way to mark ticket list views, as important. When you star a list view, it stays at the top of your left menu so you can access them later. You can star up to 15 pre-defined or custom list views in Zoho Desk. Note: The ticket list views ...
                                                                                                • Predefined and Custom Ticket List Views

                                                                                                  List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
                                                                                                • Customizable Table View and Filters for Tickets

                                                                                                  The table view displays tickets in rows and columns, just like a spreadsheet. Each row displays a ticket, and each column shows the ticket's property (such as a field for response due date, contact's name, and subject). This allows you to view the ...
                                                                                                • FAQs: Working on Tickets

                                                                                                  What are Ticket Tabs? Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. ...
                                                                                                • Using Ticket Peek

                                                                                                  Ticket Peek is a lightweight preview screen that helps agents respond to support tickets from the ticket listing page. When an agent peeks into a ticket, they can see every interaction the support team has had with the customer, as well as the ...
                                                                                                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