Following, Commenting, and Viewing original email headers in Tickets - New UI

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

  1. In the Zoho Desk portal, navigate to the Tickets module.
  2. Open the desired ticket in its detail view.
  3. Click the More Actions icon ( ) in the upper-right corner of the page.
  4. Click Follow from the drop menu.


    You can now track the ticket's activities under the Notification Center.
When you want to stop monitoring a ticket, you can unfollow it in Zoho Desk.

To unfollow a ticket

  1. Open the desired ticket in its detail view.
  2. Click the More Actions icon ( ) in the upper-right corner of the page.
  3. Click Unfollow from the drop menu.

Note: You can also press shift + W to follow or un-follow a ticket.

Viewing Activities of Followed Tickets

You can monitor the activities of the tickets that you follow, under the Notification Center.

To access your Notification Center

  1. Log in to your Zoho Desk.
  2. Click the Notifications icon ( ) in the upper-right corner of the page.

The Notification Center window will slide open. You can click on a ticket's activity to view it in more detail.

 

Tip: Install the My Followed Tickets for Zoho Desk extension to view a list of tickets you have followed in your account.

Commenting on Tickets

Comments in tickets can be either public or private. When you need more information from a customer, you can add a public comment to the ticket. The customer will receive an email alert about the comment. In addition, you can also leave private comments that are visible only to the other agents and not the customers. 
 
Note: 
The Private comments thread will appear on a light yellow color background. 
The Public comments thread will appear on a light blue color background.

To add a comment

  1. Open a ticket in its detail view.
  2. Click the Comment icon (  ) from the top pane. 
  3. Enter your comment. 
  4. Choose to comment either as Public or Private.
    You can toggle the Public option from the drop-down to comment as public.
  5. Click Comment to update the ticket. 



Viewing Original Email Headers in Tickets

 There are instances when the agents need to verify the authenticity of where the email originated. In such a case, looking at the original email headers would allow them to verify the information. 

To view original ticket email headers

  1. Open a ticket in its detail view.
  2. Click the more option from a ticket thread and select Show Original.
    A separate window with the original message will open. You can either copy or download the header if required.



Note: The Show Original option will be visible only on a ticket thread and won't be available on any comment threads.

    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








                                    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

                                                                                                      • FAQs: Ticket Management

                                                                                                        What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...
                                                                                                      • FAQs: Working on Tickets

                                                                                                        What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
                                                                                                      • Marking Support Tickets as Spam

                                                                                                        Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You ...
                                                                                                      • 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 ...
                                                                                                      • My Followed Tickets for Zoho Desk

                                                                                                        There are times when you might want to monitor an interesting ticket. It could be from a high-priority customer, about a bug that you want to keep an eye on, or even simply an issue assigned to your team. You can follow tickets and get notified of ...
                                                                                                        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