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SLA Metrics Dashboard
Service Level Agreements (SLAs) are the means for tracking and managing response and resolution times in support tickets. For instance, your business may guarantee a 3-hour resolution to a downtime report, but as many as 3 days to resolve a low ...
Ticket Tabs
Ticket Tabs Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take ...
Manually Logging a Ticket
Agents are able to create tickets from within Zoho Desk either to capture requests that did not come into the regular channels set up (such as if the team member raises a request over the phone). In these instances, it is still necessary to ensure a ...
Using Ticket Templates and Email Templates in a Ticket
Email Templates Email templates when put to use, will reduce the time taken to draft a response while increasing the productivity of the agents. It will also come handy when you have a solution that can be suggested for multiple tickets. Zoho Desk ...
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 ...