Actions Available While Replying to a Ticket

Actions Available While Replying to a Ticket

Drafts are unsent replies that are saved and waiting to be sent. When you compose a response, Zoho Desk will automatically save your work every 2 minutes. It is to ensure that you do not lose any composed/half-composed and unsent responses. You can also choose to save messages as drafts that can be completed and sent later.

To save a response as draft
  1. In the Tickets module, open the desired ticket.
  2. Click Reply, Reply All, or Forward to open the editor.
  3. Compose a reply for the ticket.
  4. Click Save Draft in the ticket's header.


    A draft for the ticket is saved. It is now safe to leave the ticket so that you can come back for it later. You will also see a time stamp of the last saved draft, like Saved @ 7:54 PM.
The next time you access the ticket, you can choose to either edit, discard or send the drafted response.

To send a draft response
  1. In the Tickets module, open the desired ticket.
  2. Select Send Draft  from the Edit Draft drop-down. 
    The draft response will be sent.


Notes
Note: You can Select Edit Draft from the drop-down to continue from where you left or click the Discard Draft to delete the draft.

Send and Update status for a ticket 

When agents click the send button on a ticket, they can automatically update its specific status. For instance, in a healthcare industry scenario, where a hospital's IT support system handles various technical issues reported by medical staff, let's consider a nurse submitting a ticket about a malfunctioning printer in the critical care unit, and a technician working on it. Now, imagine another nurse submits a high-priority ticket about a computer error in the same unit, requiring the attention of the technician already busy with the printer issue.

In such cases, the technician, already occupied with the previous ticket, can utilize the send and update status feature. They can select "send" and choose the "on-hold" status, indicating a temporary pause in their work on the printer issue to address the urgent computer problem. With the "on-hold" status selected, the ticket status is updated accordingly.


During the ticket's lifecycle, customers may have further queries or require clarification even after the agent has resolved the issue and closed the ticket. In such a scenario, if the customer reopens the ticket with additional questions, the agent will need to work on addressing these queries. 

For instance, let's consider a situation where a customer submits a ticket regarding a technical issue, the agent resolves it, and the ticket is closed. However, the customer reopens the ticket, seeking clarification on some aspects of the solution provided.


Now, the agent, acknowledging the reopened ticket and the customer's queries, selects the "send" option and chooses the "under discussion" status. This action informs the customer that their queries are being addressed and assures them that the agent will provide answers shortly. Additionally, other agents can also see that the ticket is currently under discussion, ensuring coordination and transparency within the support team.


Likewise, send and update status option can be used to automate the manual updation of ticket response and status update. For instance, Imagine a customer support representative at a software company receives a ticket from a customer reporting an issue with the software. The support person reviews the ticket and realizes they need more information from the customer to effectively address the issue. They compose a reply to the customer, requesting additional details, and then they would need to send the reply and manually update the status of the ticket from "Open" to "Waiting for customer reply" each time.


However, with the send and update status feature, the support person can streamline this process. They can compose their response to the customer, asking for more details, and then, with a single action, they can send out the reply and simultaneously update the status of the ticket to "Waiting for customer reply". This not only saves time and effort for the support person but also ensures that the ticket status accurately reflects its current stage, making it easier for both the support team and the customer to track progress.


NotesNote: Within the send dropdown, agents can also access the ticket default preferences by choosing the open preferences option. Here, they can disable the toggle for sending and updating status. Note that this toggle is enabled by default.



Info

Points to remember

  1. Only users with the option to update status can use the send and update status feature.
  2. If the "parent tickets cannot be closed until all child tickets are closed" option is enabled and if an agent attempts to send the reply and close the parent ticket without closing the child tickets, the reply will still be sent, but the status will not be updated.
  3. If a blueprint is applied, validation rule is configured for the status field, and field-level permissions are enabled, then the option to send and update the status will be unavailable.

 

To send and update status for a ticket


  1. Open a ticket in it's detail view.
  2. Click the Reply button.
  3. Draft the ticket response and select the desired ticket status.
  4. Click Send.

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