Support Help

Associates with Tickets

Add Comments

You can add comments as notes to provide technical information about the tickets so that the other agents can handle the ticket accordingly. You can add the notes from the Tickets Home page or Ticket Detail page.

To add comments from the Tickets Detail page,

  1. Open any ticket from the Ticket Home page.
  2. Click Comments tab.
  3. Enter the text in the text box for any technical information.
  4. Check or uncheck the option Display in customer self service portal & Notify Contact. If you enable this option, comments will be visible for the respective ticket in customer portal to customers.

Add Comment

To add comments from the Tickets Home Page, do the following:

  • Click Tickets tab
  • Select the icon to add comment next to a ticket as highlighted in the below image.

comments

  • Type the necessary information and check or leave the option Display in customer self service portal & Notify Contact.
  • If you check this option to display in self service portal, the comment displays Shown to customer. And when you hover your mouse pointer over the added comment, Hide from customer is displayed as shown below.

  • If you do not check the option to display in self service portal, then Show to customer option is displayed as you hover your mouse pointer over the added comment.

    comments
  • Kindly note that a comment left over a ticket cannot be edited or deleted at any point in time.

View Ticket History

To view the history or the past records of how the ticket is handled or the activities carried out for the ticket, do the following:

  • Open any ticket from the ticket home page.
  • Click the history from the Ticket Detail page.
    You can find the below details:

When a new e-mail arrives, you can find the status as New with message as New mail received as shown in the below image:

new mail received

When you create a new ticket, you can find the status as New with message as Ticket Created as shown in the below image:

History-New

If you add an attachment from the attachment tab in the Ticket Details Page, you can find this detail in history as Attachment

History Attachment

The details of the e-mail thread reply from customer and the reply sent to customer is also displayed as shown below:

Similarly details are updated in the history when you sent up for the below:

  • Service Level Agreement
  • WorkFlow
  • Escalation Rules in SLAs
  • Task

Submit for approval

This option enables the agents to get approval to work on the ticket from supervisors. Supervisors will receive an e-mail with a link that leads to Zoho Support to approve or reject the ticket.aubmit approval
Once, the approval is given, the agent can work on the ticket.

To submit for approval from supervisors, do the following:

  1. Open a Ticket from the Ticket Home page.
  2. Click Approval tab and enter the below details in the Submit for Approval section.
    • Choose the user (supervisor) in the To field which is mandatory.
    • Enter the Subject and the Description.
    • Click OK.

Once you have added an approval, the status pending is displayed in the Approvals section of the ticket. After the supervisor's approval or rejection, the respective status is displayed in the Approval Section.

Add Resolution

You have an option to add Resolution to a ticket. Once a resolution is working fine, agents can add the same to a ticket for future reference. Later, when an agent encounters the same issue, she can create a new ticket, specify the solution in the resolution field, and close the ticket.

To add resolution for the particular ticket, do the following:

  1. Open a Ticket from the Ticket Home page.
  2. Click Resolution tab or Actions > Enter Resolution and type your solution to customer issue in the text box.
  3. Then either click Save or Save and Add Solution.
  4. Enable Notify Contact so that the customer gets a mail about the resolution.

You can edit or delete using the link that appears next to the added resolution.

Add Task

Tasks can be created to complete specific issues related to the tickets. You can create multiple tasks and assign it to numerous agents so that they can work on the different issues of the ticket simultaneously and save on the response time.

To add a task pertaining to a particular ticket, do the following:

  1. Open a ticket from Ticket Home page.
  2. Click Tasks tab (available at the bottom of the ticket) > Add Task to enter the below mentioned details :
    • Task Owner field is selected as administrator by default. To change this, click the search icon and select an agent from the list.
    • Type the Subject of the task. This field is mandatory
    • Select the Category from the drop down menu e.g. demo.
    • Set the Due Date and time for the task to complete.
    • Choose the Status & Priority from the drop down list. e.g In Progress for status.
      To change the values in the drop down list for Task's Status and Priority, go to SetupCustomization > Fields. Select the module as Tasks and click Edit next to respective fields to provide new values. Refer Edit Pick list Values for more help.
    • Set Reminder to alert promptly through e-mail or Pop up and specify the date and time at which you want the reminder.
      The reminder data and time should be less than the Due Date time set. Also, you can set the reminder only if you have specified the Due Date.
    • Choose the option Send Notification Mail if you want to notify the agent about the task assigned to him.
    • Enter the Description
    • Click Save.

Note:

  • Alert through email, alerts the user through e-mail on the specified date and time.
  • Alert through Pop up, alerts through browser pop-ups when the browser is open.
  • You can change the values for Priority and Category fields. Go to Setup > Customization > Fields. Select the module as Tasks and click Edit next to respective fields to provide new values. Also refer to Edit Pick List Values for more information.
  • Also, you can add more fields and for pick list values you can map dependency fields

Change Task Owner

To assign a tasks to a different agent, do the following:

  1. Open the task either from the Ticket Details page or from the Task menu.
  2. Click Edit mode.
  3. Change the Task Owner to a different agent.
  4. Click Save.


Time Entry

In time entry, you can enter the time spent by an agent on a ticket and their cost per hour to calculate the wage for the agent.

  1. Open a Ticket from the Ticket Home page.
  2. Click Time Entrytab and fill in the below fields:
    • Agent who worked on this Ticket. You can also click and choose from the listed agents.
    • Choose Ticket Charge Type from the drop down menu. e.g. Upgrade Ticket. If required, you can change the values in pick list. Please refer Time Entry Field List.
    • Enter the Executed Date and time of the Ticket i.e. the date and time at which the agent started to work on the ticket.
    • Type the Hours Spent to complete the ticket.
    • Enter the Minutes Spent to complete the Ticket.
    • Enter the Agent Cost Per Hour.
    • Type any Additional Cost incurred.
    • The total cost incurred is calculated and filled in the Total Cost field.
    • Enter any Description related to the ticket.
    • Click Save.

    If you have created more than one time entry for a particular ticket, then the Total Time spent and the Cost are added and displayed as Total.

    Click the down arrow against each time entry which displays the Agent Cost and the Additional Cost.

    Edit Time Entry

    Click the icon next to the time entry that is added and do the required changes.

    Delete Time Entry

    Click the icon and delete the respective added time entry.

    Contract Display

    If you have added a Contract or an SLA for an account, the details of it will be displayed on the right panel of Ticket's Detail page, for tickets received from the account's contacts. 

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