Ticket Views: Thread and Conversation/Nested

Zoho Desk allows you to view the details of a ticket in two different ways. You can view a ticket either as threads or as a conversation. Let us look at these detail view types in a little more detail below. 

Conversation View

The conversation view is where the thread exchanges and the comments are displayed in one place, making it easier for you to understand the context of a ticket. You can read through the conversations and the related comments inline without switching between the tabs. You can differentiate between a thread and a comment with certain subtle visual cues. 

From the above screens, the first one is of an email thread and the second is a comment that was left on a ticket. A comment will also display whether it is private or has been shared with your customers. 

Thread View

All the email exchanges between you and your customers are grouped together as threads in Zoho Desk. These threads are listed chronologically where the latest interaction stays at the top. The comments, either private or public that are added to a ticket can be viewed under the Comments tab. 

Tickets open in conversation view when you access them for the very first time. However you can quickly switch between the views from the header of a ticket. The system will remember your choice of view, the next time you open a ticket. 

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