Support Help

Reply to Ticket

You can reply to customer tickets using the Reply or Reply All link.

To send a reply, follow the steps mentioned below:

  1. Open a ticket from the Ticket Home page.
  2. In the [Ticket] page, click Reply or Reply All link.The Mail section appears
  3. In the Mail section, the From, To and CC fields are automatically filled if you reply to an incoming e-mail. The From and CC Fields in this case are the same e-mail address. However, if you reply to a ticket that is manually created, then these fields should be manually filled.
  4. You can also deliver a message to multiple recipients with their email addresses hidden to all others. Simply click Add Bcc and add an e-mail address in Bcc field
  5. Select a Template for the email response or you can create your own email response.
  6. Click Send or Send & Close.

Forward Ticket

If a ticket with multiple queries has one query related to another department, then the agent can forward their assigned ticket to the concerned department. When the department responds with a solution, the agent can reply to the customer along with the solutions related to other queries.

To forward a ticket, do the following:

  1. Open a ticket from the Ticket Home page
  2. In the [Ticket] page, click Forward link. The Mail section appears
  3. In the Mail section, the From address is already pre-filled if you reply to an incoming ticket. If you reply to a ticket created by you then this field should be manually field
  4. Specify the customer email address in the To field
  5. Click Add CC and fill in the e-mail address if required
  6. Click Add Bcc and fill in the e-mail address if required
  7. Compose the mail
  8. Click Send or Send & Close.

Save Ticket as Draft

As you reply for a ticket, Zoho Support saves it automatically as a draft every few (3 to be more precise) minutes. This is to avoid data loss due to any untoward incident.

To draft a ticket, do the following:

  1. Click Reply or Reply All to open the mail section of a ticket
  2. In the Mail section, compose a reply to be sent to the ticketor
    • To save your content for later, click Save Draft
    • To access the saved draft , click Edit Draft
    • If you no longer need your draft, just click Discard Draft at the bottom of your compose window

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