Internal Communication on a Ticket
Zoho Desk has some features of a shared inbox, such as being able to view tickets assigned to other agents in your department.
Sometimes we don't have all the information we need to respond to a ticket, and sometimes we see someone else has received a ticket they may not be able to answer right away.
We can record and track all of the internal (and external) communication in the same ticket. Here's how:
In the top-right corner of a ticket, this are a few options.
- Reply/Reply All
- Forward
- Comment
Just like an email, Reply/Reply All lets you respond directly to the sender of the ticket; and Forward let's you send an email to someone else, "Privately".
A "Private Thread" can be used to confer with someone (internally or externally) without messaging the sender of the ticket.
Alternatively, Option 3, Comment, allows someone to make a note for their own reference, or @mention other members of Desk in their department, other departments, Desk groups and even the CRM contact owner.
Comments are also "Private", and they can be viewed while responding to the sender of the ticket.
Comments can also be made "Public" to be displayed in the Help Centre if there are relevant notes to be made that can be shared with others.
The "Comments" feature in Desk behaves very similarly to the "Streams" feature in Zoho Mail.
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