Support Help

Follow Tickets

The Notification Center is an aggregated and summarized view of activity feeds pertaining to your tickets and tasks, that keeps you updated as things happen. Agents can collaborate within your team by way of comments in the Notification Center. While you comment, tag your colleagues in them using @Mentions to ask for their opinions.

Zoho Support allows your agents to follow customer support tickets' to view their activity even if those agents are not directly related to it. All events happening around a followed ticket will be displayed as news stories, under the Notification Center.

Note:

  • Activity Feeds under the Notification Center will contain ticket and task activities that are related to or involves you.
  • You cannot adjust or sort what you see in your Notification Center.
  • The stories listed in your Notification Center includes all activities at the portal level.

Following a Ticket

You can follow a customer support ticket to view and track its activities under the Notification Center.

To follow a ticket

  1. Select the Tickets module in Zoho Support
  2. In the Tickets List page, select a ticket to view its details
  3. In the Ticket Detail page, click Follow from the header

View Activities of a Followed Ticket

You can view the activities of a ticket that you're following from the Notification Center.

To access the Notification Center

  1. Click lookup-icon located from the top right corner in Zoho Support
  2. In the Notification Center drop-box, you can view the activities pertaining to the tickets you're following
  3. Click an activity feed to view the ticket and read through its comments if any

Un-following a Ticket

Typically, an agent can unfollow tickets when they no longer wish to see its activities in the Notification Center.

To un-follow a ticket

  1. Select the Tickets module in Zoho Support
  2. In the Tickets List page, select a ticket to view its details
  3. In the Ticket Detail page, click Un-follow from the header

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