Associating records with contacts

Contacts, also known as end-users are customers who can send support tickets to Zoho Desk. The support administrators or agents can associate records, such as attachments, tickets, products with a contact.

Tickets

Tickets are product or service-related questions/requests sent by your customers. You can easily associate support tickets with a given contact to keep relevant details within reach.

To view the tickets associated with a contact

In Zoho Desk, navigate to the Customers module.
Open the desired contact to view more details.
Click the Tickets tab in the top panel.

Note: You can arrange the tickets to be viewed in the order they were received. You can also view the status of the tickets and the assigned agent who handled them in your help desk.

Products

You can view and manage the products that are sold to your customer by associating products with your contacts.

To add or view the products related to a contact

From the Customers module, open the desired contact.
Click the Products tab in the top pane.
You can view all products related to the contact.
You can also click Associate Product to associate a product with a contact.

Attachments

You can attach documents or notes to add more context to a contact's record. SLA documents and contract agreements are documents commonly associated with contacts.

To attach or view contact files

From the Customers module, open the desired contact.
Click the Attachments tab in the top pane.
You can view the attachments related to the contact.
Select Attach From Cloud or Browse Files to attach a file.

Note:

You can also click Add Attachment to upload an attachment.
To delete an attachment, click the Delete icon next to the desired file.
To download an attachment, click the Download icon next to the desired file

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