Suggestion to improve functionality
Here is a suggestion for a future Zoho Desk release.
As is stands now, the process of responding back to a user from within a ticket is just back-and-forth - for example:
User submits a ticket with a problem.
I reply back asking for more information, then I wait.
They reply back to my question.
I ask then another question, then I wait.
They reply back again
What I would like to see is the ability to send them more than one reply without waiting for them to respond - for example:
User submits a ticket with a problem.
I reply back asking for more information.
Before they respond, I think of something else to ask, so I reply back with that request as well.
Then they respond to me.
This can save time, reduce confusion and make everyone more productive.