Viewing and Actioning on Zoho Desk Smart Mails

In this article, we'll see how the Smart Mail functionality in Trident enables you to access live data from Zoho Desk to take data-centric actions through email notifications triggered from Desk.

Viewing Zoho Desk Smart Mail

To view a Desk email notification in the Live Data view:

Click open the email notification.
Switch to the Desk Live Data view in the top-right corner of the email detail view.

Viewing Ticket Details

The Ticket Details section displays key information, such as the ticket title, owner, status, and start and due dates. Additionally, the email address of the customer, as well as their happiness score, are displayed at the top of the Smart Mail.

By clicking open the Ticket Details drop-down, you'll find additional details that contribute to understanding the ticket's lifecycle.

Viewing Conversations

The Conversation section displays all emails, as well as public and private comments between the ticket owner and the customer.

Hiding and Showing Details

You can choose to hide or show the Conversation details by clicking it.

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