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 the List View:
- Click the Tickets module.
- Open a List View from the left panel.
- Click the Avatar image ( ) corresponding to the unassigned ticket.
- Select an agent or a team from the drop menu.
You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned.
To assign a ticket from its Detail View:
- Open a ticket to view its details.
- Click the Avatar image ( ) in the left pane.
- Select an agent or a team from the drop menu. You can assign the ticket to a team or a specific agent (click icon alongside the team name) within a team.
You can use the search bar to locate an agent or a team quickly.
The ticket is now assigned. You can change the ticket owner at any time.
The agents will receive an email notification when a ticket is assigned to them. Likewise, when a ticket is assigned to a team a notification is sent out to all the agents in the team.
You can also assign a bunch of tickets from the Ticket List View. For example, you can open a view, select the tickets you want to assign and then assign them all in a click.
Related Articles
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 ...
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 ...
Staff Exit Ticket: How to fill out via Zoho Desk
Step by Step to Submit Staff Exit Ticket Supervisor will create a Staff Exit ticket in Zoho as soon as they become aware of staff departure from the Academy. Opening a ticket will initiate the Academy check-out procedures and will be managed by the ...
How to Sign Up for Zoho
Visit the Academy for Professional Excellence ticket system home page and select Sign Up. The Sign Up page will appear. Enter your full name, email address, and security captcha and press Sign Up. A "Thank you for signing up” message will appear ...
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 ...