Viewing and Actioning on Zoho Desk Smart Mails

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:

  1. Click open the email notification.
  2. 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 is 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.

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Viewing and Managing Conversations

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


Adding Comments 

You can add private and public comments on the tickets received. To do so:

  1. Click the Comment  icon below the Smart Mail toggle.

  2. In the textbox that opens, type in your comment and format it with the rich text editing options.

  3. Once ready, choose between Comment Privately and Comment Publicly. 


Notes

Notes:

  • Public comments are displayed in the Help Center for customer communication. 

  • Private comments are only visible within the Desk portal and not to customers.

Editing Comments 

To edit a comment you've posted:

  1. Hover over the comment you wish to edit.

  2. Click the Edit icon and make the required changes.

  3. Click Save. 


Deleting Comments 

To delete a comment you've posted:

  1. Hover over the comment you wish to delete.

  2. Click the Delete icon.

  3. Click Delete in the alert that appears. 


Hiding and Showing Conversation Details

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