Ticket Replies
Adding Mass Comment to Tickets
The primary purpose of adding comments in a ticket is to provide updates and facilitate collaboration among support agents and other teams. The option to make private and public comments supports quick communication internally and externally. ...
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 ...
Sending Mass Replies to Tickets
In the world of automation, where businesses use every opportunity to reduce manual intervention and get quick, infallible results; customer support teams spending most of their work hours replying to queries can be counter-productive.This can be ...
Sending Scheduled Reply to Tickets
While customers expect a quick response from the support executives, it is equally important to ensure the response reaches them at an appropriate time of the day. Reaching out during the operational hours will ensure the email is read, the customer ...
Read Receipts - Find whether the reply is read by the recipient
When handling customer support tickets, customer replies play an important role in helping agents choose their next move. For example, if you've sent a message to notify a customer about their subscription renewal deadline, and haven't received a ...
Creating and Using Snippets in Ticket Responses
Support agents are always working hard to resolve customer inquiries that often require their immediate attention or acknowledgement. While every agent has their own style of responding, they have to follow some organizational standards to maintain ...
Save, Send, Update Ticket Status, and Discard Ticket Drafts
Drafts are unsent replies that are saved and waiting to be sent. When you compose a response, Zoho Desk will automatically save your work every 2 minutes. It is to ensure that you do not lose any composed/half-composed and unsent responses. You can ...
Following, Commenting, and Viewing original email headers in Tickets
Following Tickets Following support tickets keeps you up-to-date with your activities. When you follow tickets, the email conversations, comments, statuses, and other details will display in your Notification Center. To follow support tickets In the ...
Enabling and Adding CC Users on Tickets
The CC feature enables your agents and end users to copy additional requesters or contacts on a ticket. Agents can copy other users in email replies, ticket detail page, and the add ticket form. Likewise, end users can copy other users in their email ...
Sending Outbound Emails to Contacts
Customers often reach the support team via phone, live chat, or other channels to seek immediate assistance. Issues such as failed payment or recurring problems with a purchased product can be solved faster over a phone call with the support agent. ...
Creating Private Email Conversations
Ticket conversations are public that shows up for customers in the Help Center. But, what if you want to engage with someone without the conversation ending up in your customer's inbox? The ability to exchange private email conversations helps you in ...
Collaboration Over Comments
Comments in Zoho Desk are designed keeping in mind the convenience and quality of customer support. It is a platform for agents to discuss solutions, seek peer support and offer advice right within your help desk. You can simply tag your colleagues ...

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