All customer issues are managed from the Tickets section.

• You will see all tickets categorized by status

• Use filters to view Open, Closed, Overdue, or Unassigned tickets

This option lets you manually create a new ticket.

• Use this when a customer calls, messages on WhatsApp, or reports an issue offline

• Ideal for internal team‑created tickets

Zoho Desk links tickets to customer profiles for history tracking.

• Enter Customer Name or select from existing contacts

• Add Email and Phone Number if needed

• Desk auto‑fetches past tickets for the same customer

This helps agents understand the issue clearly.

• Write a short, clear Subject

• Add detailed Description of the issue

• Attach images, PDFs, invoices, or screenshots if needed

This ensures the ticket goes to the correct team.

• Choose Department (Sales / Service / Warranty / Billing)

• Select Category and Sub‑category if configured

• Helps in reporting and automation

Priority decides how fast the ticket must be resolved.

• Choose High / Medium / Low

• SLA timer starts automatically based on priority

• Overdue tickets trigger alerts

Assigning ensures accountability and faster resolution.

• Assign to a specific agent

• Or leave unassigned for round‑robin auto‑assignment (if enabled)

The ticket is now active and visible in the system.

• Click Submit

• Customer receives an automatic acknowledgment email (if enabled)

• Agent can now reply, add notes, or update status