Can I view the history of a request?
Yes, you can view the history of a request in Zoho Support. You can learn how a request has been handled or the activities carried out from addition to closure of a request.
To view the history of a request, do the following:
- Open any request from the request home page
- Click the history from the Request Detail page (You can View the details below)
- When you create a new request, you can find the status as New with message as Request Created.
- When a new e-mail arrives, you can find the status as New with message as New mail received.
- If you add an attachment from the attachment tab in the Request Details Page, you can find this detail in history as Attachment.
- The details of the e-mail thread reply from customer and the reply sent to customer is also displayed.
- Similarly details are updated in the history when you set up the following,
- Service Level Agreement
- Work Flow
- Escalation rules in SLA's
- Task assignment
Related Articles
Ticket Timeline View
The Timeline view provides your agents an overview of the tickets that were received from a requestor over the recent past. It will fetch the tickets based on the contact who has sent the ticket and presents it in a chronological order. Here are ...
Can I view the status of my request without logging into Portal?
No. You can view the status of your request, only when you have logged into the customer service portal.
How can I restrict Support Agents to view only their request?
You can restrict Support Agents to view only their records/requests. To restrict requests & records, you have to first setup your organization Role Hierarchy. For example, Team leaders can access all the Support Agents records where as Support Agents ...
Can I create a custom request view apart from default ones provided?
Yes. You can create a custom view apart from the default views provided. Please follow the steps listed below to create a custom view. Move the pointer near to the View button and click create new views. Enter the View Name which is mandatory. ...
Ticket Timeline View
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from a contact and presents them in chronological order. Advantages of Timeline View It helps your agents to know ...