Viewing and Actioning on Zoho Desk Smart Mails (Windows)

Viewing and Actioning on Zoho Desk Smart Mails (Windows)

In this article, we'll see how the Smart Mail functionality in Trident enables you to access live data from Zoho Desk via 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 and Managing Ticket Information   

The Ticket Information section displays key information, such as the ticket owner, status, and due date. Additionally, the email address of the customer along with the ticket number, customer name, due date and time is displayed at the top of the Smart Mail. 

Copying Ticket Information  

You can copy key details from a ticket to share with teammates or reference in communications.

To copy ticket information:

  1. Open the ticket in Smart Mail view.

  2. Click the down arrow next to the ticket number.

  3. Select the information you want to copy:

    • Ticket ID: Copies the unique identifier for the ticket.

    • Ticket URL: Copies a direct link to the ticket, making it easy to share with other team members.

    • Ticket Subject: Copies the ticket's subject line.

    • Ticket Metadata: Copies additional ticket details, such as the requester, assignee, status, priority, tags, and other available metadata.

Assigning Ticket Owner 

You can assign or change the ticket owner by clicking the down arrow. Use the search bar to find agents or teams and select the appropriate owner. You can also remove the currently assigned agent or team from the ticket by clicking Mark as Unassigned. 

Updating Ticket Status 

New tickets are assigned the Open status by default. You can update a ticket's status at any time by clicking the down arrow next to the current status and selecting one of the available options: In Progress, On Hold, or Closed.

Right below the Ticket Information section are the Case Information and Additional Information sections, where you'll find details that provide more context about the ticket.

Note: You can hide or show Ticket Information, Case Information, and Additional Information by clicking the arrow icon next to each section header.

Viewing Conversations   

The Conversation section displays all emails, as well as public and private comments between the ticket owner and the customer. 
 
Note: You can choose to hide or show conversation details by clicking the arrow icon next to the section header.