Setting Up Zoho Desk eWidget

To configure the Zoho Desk eWidget and access it from Trident:

1. Log in to your Zoho Mail web account. 
2. Click the Toggle eWidget  icon in the right pane.
3. Search for Zoho Desk and click it open. 
4. If it doesn't open, toggle the Enable button on. 
5. Choose a portal from the drop-down menu to finish setting up. 
   

Using Zoho Desk eWidget

The Zoho Desk eWidget's home page has the following functions:

• My Open Tickets: Displays all of the open tickets assigned to you in that specific portal and lets you comment on them. 
• Unassigned Tickets: Displays all of the unassigned tickets and lets you filter them according to the predefined set of Status or Channel parameters you've set in the Zoho Desk web app. 
• Create Ticket: Enables you to create new tickets directly and assign them to a teammate. 
• Views: Enables you to view the list of all the tickets from the selected department. It is set to All Cases by default. If you have created custom View filters in the Zoho Desk web app, you can select them from the drop-down menu to list the tickets from that specific view. 
  

Selecting the Right Department

Before creating, editing, or viewing the tickets, make sure to select the relevant department if you are a part of many. To do so:

1. Click open the current department from the drop-down menu. 
2. Select the desired department from the list that appears. 
   

Creating New Tickets

1. Click Create Ticket. The form fields will get pre-filled automatically by fetching the details from the email you're viewing.

2. Make the necessary changes and fill in all the necessary details.

3. Click Create.
   

Note: Only Subject and Status are mandatory fields. 

Managing Tickets

The Zoho Desk eWidget enables you to edit tickets and mark spam tickets. 

Editing Tickets

To edit a ticket:

1. Choose the relevant department from the drop-down menu.
2. Click open the ticket you want to edit from the Open Tickets, Unassigned Tickets, or any of the ticket Views sections.
3. Click the More Options icon.
4. Select Edit Ticket from the menu list. 
5. Make the necessary changes and click Save. 
   

Note: You can also collaborate with your team by posting private or public ticket comments.

Marking Tickets as Spam and Not Spam

To mark a ticket as spam:

1. Choose the relevant department from the drop-down menu.
2. Click open the ticket you want to edit from the Open Tickets, Unassigned Tickets, or any of the ticket Views sections.
3. Click the More Options icon.
4. Select Mark as Spam from the menu list. 
5. In the alert that appears, click Mark as Spam. 
   

Notes: 

• You can check the Mark the associated contact also as spam option if you wish to mark all future tickets from that contact automatically as spam. 
• The spam tickets will be moved to the Spam cases in the Views section.
  

To mark a ticket as not spam:

1. Choose the relevant department from the drop-down menu.
2. Click open the Views section.
3. Click open the All Cases drop-down menu.
4. Search and select Spam Cases. 
5. Open the ticket you want to mark as not spam. 
6. Click the More Options icon.
7. Select Not Spam.  
8. In the alert that appears, click Not Spam. 
   

Note: You can choose to check the Unmark the existing tickets from this contact as spam option to mark all the spam tickets associated with a ticket as not spam.  

Filtering Tickets

You can choose to filter and view tasks based on status and/or channel from the Open Tickets, Unassigned Tickets, or any of the ticket Views sections. To do so:

1. Choose the relevant department from the drop-down menu.
2. Go to the desired section.
3. Click the Filter icon at the top-right corner.
4. In the pop-up that appears, select the Status and/or Channel. 
5. Click Apply.  
   

Notes:

• To open a ticket in Zoho Desk web app, click open the task, click the More Options icon, and select Open in Desk. 
• To copy a ticket's permalink, click open the task, click the More Options icon, and select Copy URL. 
  

Searching for Tickets

To look up a ticket:

1. Choose the relevant department from the drop-down menu.
2. Type your search query. 
3. Use the search filters such as Contact, Ticket ID, and Agent to narrow down your search.
4. Hit return. 
   

Notes: 

• The Contact search filter lets you search based on the customer’s email address.
• The Ticket ID search filter lets you search based on the ticket reference number.
• The Agent search filter lets you search based on the person to whom the ticket was assigned.