Adding a Ticket for a Contact
Most of the support centers follow the practise of raising a ticket for customers who call in with problems. Agents will typically ask for the customer's Name or their Email address to quickly search and open their Contact and then submit a ticket. Zoho Desk allows you to handle these situations efficiently and minimize the customers waiting time.
To add a ticket for a contact or end-user:
- Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tickets, etc.)
- Select Customers from the Modules menu.
- In the Contacts Home page, search for the customers name or their email address.
- In the search results page, open the contact in its detail view.
Now that you had opened the contact to view its details, you must follow the below steps to submit a ticket:
- In the Contact's Details page, click the Tickets tab from the top.
- In the Tickets page, click the
icon from within the Tickets tab. - In the Add Ticket page, fill in the details about the contact.
- In the Add Tickets page, enter a description and update the values for the other fields.
- Click Submit.
As the Contact's information were pre-filled, you can submit the ticket mush faster than you would have thought.
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