Work on your first ticket in Zoho Desk

Work on your first ticket in Zoho Desk

About: Learn the basics of working your first ticket below.


Ticket Properties

The Ticket Properties pane at the left is where you can
  1. Assign the ticket to you or someone else (Ticket Owner)
  2. Change the status of the ticket (Open, On Hold, Closed)
  3. Set a Due Date
  4. Configure ticket categories
  5. Configure HHM Property
  6. Configure Priority

Add a comment

As you work on a ticket, you can add text, links, screenshots, etc to your ticket by adding a comment by clicking here:



You can also mention other people in your team if you'd like them to look at the ticket or ask them a question. To do this type the @ sign and begin typing the persons name:



Remember to click Comment to save your comment.




Reply to your customer

Use the Reply All or 3 dots > forward, reply, etc options to respond to your customer.



You can use any of the available options including CC, formatting options, etc when replying to your customer.

You should see your Zoho Desk signature when replying as well. If you don't see this help article: Update your signature in Zoho Desk





Attach Knowledge

When replying, you can click attach knowledge that you have created to your customer by clicking the lightbulb icon and using these options.



You can choose to send a link to your help article or you can paste the contents of the help article in to your reply







Close your ticket

Add a resolution then click Close Ticket.







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