[Internal] Desk Ticket: Respond

Introduction:

This guide shows how to respond to a Desk ticket.

Locate the Ticket

1) Login to Zoho Desk. The ticket list appears.

2) Locate the ticket to respond to, either by clicking the search icon in the upper right, entering the ticket number and hitting Enter.

3) Or by clicking the down arrow on the ticket menu, selecting My Open Tickets and scrolling through the list to locate the ticket.

4) Click the ticket number. The ticket appears.

Respond to the Most Recent Thread

NOTE: You can respond to the most recent thread in the ticket conversation or you can respond to a prior thread. To respond to the most recent thread, go to step 5. To respond to any other thread, go to step 13. Most responses will be sent to the Most Recent Thread.

 5) To respond to the latest thread in the ticket conversation, scroll the mouse over the reply button in the upper right corner.

6) From the popup menu, choose Reply, Reply All or Forward.

NOTE: Generally, it's best to use Reply All.

 

7) For Reply or Reply All, the cursor is placed at the insertion point. Enter the message then go to step 10.

8) For Forward, the cursor is placed at the email "To" field. Enter the forward to email and then hit Tab. The cursor moves to the insertion point.

9) Enter the message.

10) At the bottom of the screen click Send.

11) Update the ticket status. If unsure how to do that, see step 5 in Desk Ticket: Change the Status.

Respond to a Previous Thread

13) Scroll down to the thread to respond to and hover the mouse over it. Three dots appear at the far right.

14) Click the three dots. A popup menu appears.

15) Go back to step 6 and follow the procedure from there.

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