Actions in the Ticket Detail Page
Once a ticket is assigned to an agent, there are several actions they need to perform in order to resolve the issue and eventually close the ticket. Sometimes, agents have to edit the ticket to include missing information that the customer shared after submitting the ticket, create a duplicate ticket to assign it to another team, delete a ticket created by mistake, and so on.
There are several such actions that can be performed from the ticket's detail page.
Editing a ticket
Agents can make changes to a ticket to ensure the information is correct and document any important details.
For example, if a customer raises a ticket with a subject like "Display Issue," but describes a battery charging problem, the agent can update the subject line to reflect the issue accurately, modify the description to highlight key details, and add context about the discrepancy. Correct details will ensure that all team members who look into the ticket have the correct information.
Moving a ticket to another department
Tickets can be moved to another department if the issue is not handled by a particular team, or if the ticket was created under a wrong department.
For example, if a customer selects an incorrect category of issue while submitting the ticket, the agent can move the ticket to the right department. Likewise, if the customer replies to a ticket with an issue that is not handled by the original team, the agent can move it to the relevant department, saving time and reducing delays.
Note
- Moved tickets will be considered new tickets in the receiving department, hence their status will be automatically set to 'Open.'
- All automations and SLAs from the previous department will be erased, and the ticket will follow the processes of the new department.
Assigning a ticket to an agent or team
When a ticket is created, by default, the person who creates the ticket will become the ticket owner. In cases when the ticket needs to be reassigned to another agent or team, from the ticket owner drop-down, a new agent or team can be chosen.
If agents belong to multiple teams, then alongside their name, the list of teams that they belong to will be displayed. This option helps quickly find and assign a ticket to a team from the agents tab.
In addition, the email address of the agent will be displayed under their name, which can also be used to lookup an agent. Email address can also be useful to identify agents who have similar names.
Changing the layout of a ticket
A layout is a set of predefined fields that are used to collect ticket details during creation. For accurate data collection, support teams may create different layouts for different products, issues, regions, and so on. In cases where a ticket is submitted or created under the wrong layout, agents can use the Change Layout option to modify the layout of an existing ticket. This helps the agents highlight key fields/details of the ticket that were unavailable in the previous layout. It's also useful for keeping the ticket up to date, in case the customer has shared additional information after the ticket was created.
Note
- A ticket can be moved to another layout within the department.
- The ticket cannot be moved to another layout if they are undergoing a blueprint process.
Alternately, the user can also change the layout from the left panel, under the ticket layout option.
Sharing a ticket
Some tickets require collaboration with multiple other departments, and being able to share the ticket with the respective team or agent instead of informal ways of conveying the message helps retain the context and reduces inadvertent manual errors.
For example, a customer contacts general support for a delayed shipment without the tracking details. The support agent can share the ticket with the logistics department, who can provide tracking details, reason for delay, and ETA, thereby providing a faster resolution.
Note: By default, the sharing permission will be set to "Full Access". You can change this while sharing the ticket.
Following a ticket
By following a ticket, agents or support leads can stay informed of any changes or updates that are made to the ticket, such as status changes, new comments, or responses from either the customer or team members, and other details will be displayed in the Notification Center.
For example, the support manager can follow a ticket to track updates related to major issues that are handled by several team members. Even though the manager is not directly assigned to the ticket, they get an update on its progress.
Note: User can also use shift + W to follow or unfollow a ticket.
Marking a ticket unread
Agents can mark tickets as read or unread to save time or take action later
- A surge in tickets after an outage can be quickly marked read to save time and clear the inbox.
- If a ticket is sent outside work hours, the agent can mark it unread to remember to revisit and reply when they are back to work.
Note
- The Mark as Read or Unread function is user-specific. If John marks a ticket as read, it will be displayed as read to him, while other agents would view it unread.
- Since this is a user-specific action, the ticket owner will NOT be notified about the read or unread status.
- Tickets cannot be marked as read or unread in bulk.
Marking a ticket read or unread from the list view
Marking a ticket read or unread from the detail view
Marking a ticket as spam
Irrelevant tickets or spam emails submitted as tickets can clog the system and take away focus from the important support tickets. Such tickets can be marked as spam, and can then be accessed from the Spam section.
If any legitimate tickets are mistakenly marked as spam, you can unmark them to ensure you address those inquiries.
To mark a ticket as spam and not spam:
While marking a ticket as spam, you can mark the contact as spam if you don't wish to receive tickets in future from that email address. Mark the associated contact also as spam will automatically send tickets sent from that email address to spam. Once checked, the ticket will be marked as spam and moved to the Spam Tickets view.
Multiple tickets can be selected and marked as spam at once.
Reporting spam to Zoho
If you find legitimate tickets wrongly classified as spam, please send us their full email headers to support@zohodesk.com. Our Anti-Spam team will analyze the headers and, if found to be genuine, will add them to the exception list.
Cloning a ticket
Ticket cloning enables agents to create duplicates of tickets without having to re-enter the ticket details. It facilitates:
- Quick ticket creation and action
- Automatic ticket assignment
- Improved SLA adherence
- Reduced resolution time
- Better customer satisfaction
For example, a customer raised an issue that was resolved with a bug fix. Later, the customer reports back that the bug fix has not resolved the issue. In this case, the agent can make a clone of the initial ticket to start resolving it in a different way while preserving the original ticket.
Note
- Cloning of tickets is only available in the paid editions.
- Only those agents who have the permission to create a ticket can clone one.
- Cloned tickets are tagged with '(Clone)' in the subject line to help agents distinguish them easily.
- Only the ticket properties and the description from the original ticket will be carried over to the cloned ticket. Attachments, email threads, and, comments will not be cloned.
- Shared and spam tickets cannot be cloned.
- The "Send as Email" option is unavailable for the cloned tickets.
- Ticket cloning history can be viewed under the history tab.
Deleting tickets
Some unwanted, duplicate, and incorrect tickets that may have been created for testing purpose or by inadvertence be deleted to avoid cluttering.
Restoring a deleted ticket
Deleted tickets will be available to restore in the recycle bin for the next 60 day. After this time period, they will be permanently deleted from your account.
Revoking the Blueprint
This option disassociates the ticket from the active blueprint that is configured for the department. This option is useful when a ticket has unique needs and cannot be resolved through the set process.
For example, an account verification request will involve checking account details, identifying the account type, checking the outstanding balance, and so on before providing a resolution. However, if the ticket is submitted to an incorrect department, the agent can move the ticket to the right team after revoking the blueprint.
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