Zoho Desk

Zoho Desk

  Service Desk Software 
   Prioritize, Manage and Close Customer Support Requests. 

Zoho Support is a powerful on demand HelpDesk and KnowledgeBase solution that gives you full support capabilities for your customers. Prioritize, manage and close customer support requests that can be received via a variety of channels.. Learn More

1. How do I create a test ticket by myself?
  1. Imagine you are a customer and have questions about a product or a software. You will ideally write to the technical support team to find a solution. Similarly, from one of your personal email address (that wasn't used to signup for Zoho Desk) send in an email to your support mailbox. Your default support address will be support@<portalname>.zohodesk.com, where you should replace the <portalname> with that of yours. You could also refer to the sample ticket for your default support address.
  2. Now in your Zoho Desk account, you should find the email added as a ticket under 'Open Tickets' or 'Unassigned Open Tickets' view. 
  3. Click the subject of the ticket you'd just sent to view its details.     
  4. You can either write a response (to check out the editor), visit the ticket properties (to assess flexibility) or close the ticket.
2. How to move tickets between departments?
  1. Go to the Tickets Module
  2. Open a ticket you intend to move to view its details.
  3. Click the More icon (  ) in the upper-right area of the screen.
  4. Click Move from the drop-down options.
  5. Select the department to which the ticket should be moved.
    The ticket is moved to chosen department instantaneously.
3.How to change the order of articles in a category?
  1. Click the Knowledge Base (KB) module.
  2. Click Manage KB from the left panel.
  3. Click Sort Articles under the Manage KB sub-menu
  4. Select the desired categorysection or sub section from the first column.
    The articles underneath the folder will be listed in the second column.
  5. Grab an article and drag it to another place in the order.
    The article position is saved instantaneously

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