Using Ticket Peek - Online Help | Zoho Desk

Using Ticket Peek in Zoho Desk

Ticket Peek is a lightweight preview screen in the Zoho Desk, that helps your agents respond to support tickets from the ticket listing page. For instance, when your agents peek into a ticket, they can see every interaction the support team has had with the customer, as well as the ticket’s properties and any related articles from your Knowledge Base.

Ticket Peek also provides Collision Detection to prevent multiple agents from performing repetitive actions such as replying or modifying a ticket at the same time. Thus, your agents can know who's viewing and answering to a ticket, and other actions performed on a ticket in live. 
Note: Collision detection alerts will show up only when multiple agents are in the same ticket. 

 

Benefits of using Ticket Peek
  1. Ticket Peek reduces the number of clicks needed to view tickets and provides easier navigation between tickets.
  2. It allows you to quickly verify the ticket contents before deleting it or marking as spam.
  3. It allows your agents to send incremental responses just by referring the context of the ticket without even opening the ticket details page.  
To access the Ticket Peek
  1. Log into your Zoho Desk account.
  2. Click the Tickets module.
  3. Open a Ticket List View from the left panel.
  4. Hover your mouse pointer on a ticket and click the Peek icon ( ).
    The ticket preview will appear.

 


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