Zoho Desk Refresher

Zoho Desk Refresher

ED-TECH HELPDESK ADMIN TEAM

Zoho Desk Dashboard Refresher - ESS Group


Topics:

  1. Ticket Properties
  1. Shared Tickets
  1. Dashboard Ticket Views
  1. Statuses, Notifications, & Alerts
  1. Ticket Process Workflow
  1. Email Failures

Ticket Properties & Panel Icons:

  1. Ticket Details
  2. Suggested Articles
  3. Timeline
  4. Followers
  5. Ticket Share
  6. Parent-Child Ticketing


Ticket Share Process:



Ticket View Options:

Classic View


Table View


Compact View


Status Mode

Ticket Statuses, Notifications & Alerts:

 Open: New Ticket or Response has been received
 Awaiting Response: Agent needs something more from the requestor
 In Progress: Agent is actively working on the request
 Extended Hold: Agent requires more time for the request, or additional help is needed
 Closed: Resolved Ticket requiring no further action

The Status Type and Alerts portion of the workflow is displayed.


Zoho Business Hours?
 8-6 pm EST
 Notifications are not based on business hours 
 Alerts are based on business hours
 Remember: A CLOSED ticket is never really CLOSED

Ticketing Process Workflow:

3 statuses place a ticket on hold:
  1. Awaiting Response
  1. In Progress
  1. Extended Hold
  

Keeping your On Hold ticket count down:
  1. Check your ON-HOLD tickets once a week to see if anything can be closed
  1. When you respond to a recipient, do not reply with an open-ended question
  1. Select Send and Close vs. Send for any tickets you do not anticipate or need a response from the requestor


Email Failures & Alerts:

Undeliverable Return to Sender

Email Failure

    • Related Articles

    • November 2025 Zoho Monthly Newsletter

      Monthly Newsletter - November 2025 Welcome to the Zoho Newsletter Zoho tips and useful tricks are provided for your information. For areas of interest or topics related to Zoho, feel free to submit a ticket. Zoho Ticket Statuses This is a refresher ...

    • Mobile App Guides Zoho Desk

      The Zoho Desk Mobile App Guides are available for your use. If the links are not functioning, please reach out to Zoho OnSite Support. Zoho Desk Mobile App Guide Apple Device Zoho Desk Mobile App Guide Android Device

    • October 2025 Zoho Monthly Newsletter

      Monthly Newsletter - October 2025 Welcome to the Zoho Newsletter Zoho tips and useful tricks are provided for your information. For areas of interest or topics related to Zoho, feel free to submit a ticket. Understanding the Notification Center in ...

    • Zoho Desk 2022 New User Desktop Interface Slide deck

      Below is the Box Link to the 2022 New Desktop User Interface slide deck presentation. Please contact Zoho OnSite Support if you need assistance or have additional questions. - 2022 Zoho Desk: New Desktop User Interface Presentation

    • December 2024 Zoho Monthly Newsletter

      Monthly Newsletter December 2024 Welcome to the Zoho Newsletter Areas of interest or topics related to Zoho, feel free to submit a ticket. Your Zoho Onsite Support Team wishes you all the best this Holiday Season and a very Happy New Year! Thank you ...