How to manually log a ticket in Zoho Desk?

Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket to acknowledge the problem.

      

Zoho Desk provides an intuitive Add Ticket interface that allows you to quickly log a ticket. Here are the steps to add a ticket:

1. From the Tickets module, hit the  sign located in the top toolbar. 
2. Specify the appropriate Department (if you've more than one), where the ticket should belong to. 
3. Enter the requestor's Contact Name. You can select from the suggested contacts if the requestor is an existing user.
4. Enter the requestor's Account Name. The account name field is auto filled when you've chosen, a suggested contact that has an account associated with it.
5. Enter the requestor's Email Address and Phone. The email and phone fields are auto-filled when you've chosen, a suggested contact that has these details.
6. Enter the Subject of your ticket besides, other ticket properties that add context to the customer's request.
7. Click Submit. 

The customer will receive an email acknowledgment with their ticket ID and other related information. 

Note:

• The system will add a new Contact (with the name, email and other relevant details) when a ticket is raised for/by a requestor who doesn't exist yet. The same applies to Accounts and Products as well. 
• You can add attachments while you create a ticket. Though you could upload multiple files, make sure that each of that file is within the size of 20 MB.
• When an agent creates a new ticket, it defaults to the agent/submitter as its owner.
  

• Related Articles

• Highrise for Zoho Desk

  View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...

• Creating Ticket Templates

  A ticket template is a set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values when you manually submit a ticket. The template can include values for standard fields ...

• Zendesk Sell for Zoho Desk

  The Zendesk Sell for Zoho Desk extension makes it easy for you to know your customers' details so that you can better prioritize and manage tickets in Zoho Desk. It lets you manage contacts, deals, and tasks between these applications. You can view ...

• Assign Tickets Manually in Zoho Desk

  A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View.  To assign a ticket from ...

• Cloning a Zoho Desk ticket

  The ticket cloning feature enables you to create a new ticket by duplicating an existing ticket. This is particularly useful when you need the same ticket to be created for different contacts or to onboard new hires enabling them to solve an existing ...