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. 
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.

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