For Agents
Filing Tickets as Issues - JIRA
On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can ...
Searching Records in your Help Desk
The Search option helps you locate records, including Tickets, Customers, Articles, Products, and Tasks without having to go through the entire list, thus saving time in finding them. Four kinds of search options are available in Zoho Desk: Quick ...
Assign Tickets Manually in Zoho Desk
A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View. To assign a ticket from ...
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 ...
View the Original Email of a Ticket in Zoho Desk
Typically the email content that is sent by your customers will be formatted and displayed in a style that is followed across Zoho Desk. For example, the email body text will be displayed using the font called Proxima Nova. This kind of formatting is ...
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 ...
Updating your User Profile
Each agent in Zoho Desk will have a profile with some basic information about them. You can enter information like the name, contact email, picture, bio, and the like. The individual agents or the administrator can set these up in your helpdesk. Here ...
Using Ticket Templates and Email Templates in a Ticket
Email Templates Effective communication is an essential activity for any business organisation. Email Templates in Zoho Desk are used by agents for sending email notifications upon triggering a workflow rule or to respond to the customer requests. ...
Spawn a New Ticket
More often than not, your customers will continue to reply to the same thread with their new requests. And at times a conversation will evolve into an entirely different topic that it needs to be worked upon by other agents. These situations can be ...
Save, Send and Discard Ticket Drafts
Drafts are unsent messages created and waiting to be sent. When a reply is composed for a ticket, it is automatically saved every 2 minutes to drafts. This ensures that you do not lose any composed/ half-composed and unsent responses. You can also ...
Marking Support Tickets as Spam
Zoho Desk automatically helps identify spam and suspicious emails by finding patterns across messages, and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. These tickets will be moved to a separate View called Spam ...
Using Macros in Tickets
Macros are a set of actions which can be applied to support tickets. The actions include sending emails, creating tasks and updating a field in the tickets. Once created, macros can be applied manually to the tickets. This saves a lot of your time ...