Zoho Desk Agents
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 ...
Spawn a New Ticket
More often than not, your customers continue to reply to the same ticket with their new requests. It also happens that a conversation might evolve into an entirely different topic that it needs the help of your colleague. Such situations can be ...
Avoiding Agent Collision Over Tickets
It is quite common for an agent to start replying to a ticket without knowing that another agent is already working on it. It eventually ends up with customers receiving more than one response to their support ticket. This sort of chaos can occur not ...
Using the Countdown Mode
The Countdown mode is where you answer your support tickets through a series of columns. Each column will display the tickets based on when they're due. By default, there are three due-based ticket columns: Overdue Tickets Due in next 1 hour Due in 6 ...
Using the Three-pane Ticket Interface
By default, the ticket information in Zoho Desk is displayed in two panes. You can view a ticket's properties in the left pane and its details on the right. This two-pane layout is spacious and helps you to see more information on the screen at one ...
Using Ticket Peek
Ticket Peek is a lightweight preview screen that helps agents respond to support tickets from the ticket listing page. When an agent peeks into a ticket, they can see every interaction the support team has had with the customer, as well as the ...
Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
Customizable Table View for Tickets
The table view displays tickets in rows and columns, as in a spreadsheet. Each row displays a ticket, and each column shows a ticket property (i.e., a field). This enables you to view the properties of tickets without having to open the ticket ...
Assign Tickets Mnaually 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 ...