How to manually log a ticket in Zoho Desk?
Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket (not for cloud telephony services, which creates a ticket when you pick the call) to acknowledge the problem.
Zoho Desk provides an intuitive 'Add Ticket' interface that allows you to quickly log a ticket manually. Here are the steps to add a ticket:
- From the Tickets module, hit the + sign located in the top toolbar.
- Specify the appropriate Department [if you've more than one], where the ticket should belong to.
- Enter the requestor's Contact Name. You can select from the suggested contacts if the requestor is an existing user.
- Enter the requestor's Account Name. The account name field is auto filled when you've chosen, a suggested contact that has an account associated with it.
- Enter the requestor's Email Address and Phone. The email and phone fields are auto filled when you've chosen, a suggested contact that has these details.
- Enter the Subject of your ticket besides, other ticket properties that add context to the customer's request.
- Click Submit.
The customer will receive an email acknowledgement with their ticket ID and other related information.
Note:
- The system will add a new Contact (with the name, email and other related details), when a ticket is raised for/by a requestor who doesn't exist yet. The same applies to Accounts and Products as well.
- You can add attachments while you create a ticket. Though you could upload multiple files, make sure that each of those files are within the size of 20 MB.
- When an agent creates a new ticket it doesn't default to the agent/submitter as its owner. Rather, it stays in the Unassigned state.
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