Zoho Desk

Open a new support ticket from chat with the subject, contact, and details already filled in

Change status, priority, assignee, department, or due date on any ticket in a single message

Pull the full details of any ticket so you can see exactly where a case stands

See recent tickets filtered by department, status, or assignee without opening the console

Find tickets by subject, status, priority, contact, or channel and get answers in seconds

Route or reassign a ticket to the right agent or team so nothing sits unowned

Mark a case resolved or closed once the customer is taken care of

Combine duplicate tickets into one so agents work a single clean thread

Send a ticket to the department that should own it when it lands in the wrong place

Add one or more tags to a ticket to keep cases organized and easy to filter

Flag a ticket as read or unread to keep your queue reflecting what still needs eyes

Get the full activity and audit trail on a ticket to see every change that was made

Record time spent on a ticket so billable and support hours stay accurate

Review all the time logged against a ticket for billing or reporting

Drop a public reply or a private internal note on a ticket right from chat

Read every comment on a ticket to catch up on the full internal and public conversation

Fix or reword the content of an existing comment on a ticket

Remove a comment from a ticket when it no longer belongs there

Send a customer-facing email reply on a ticket and start the email thread for them

See every email and chat thread on a ticket to trace the whole exchange

Open the full content of a single conversation thread on a ticket

See the files attached to a ticket so you know what the customer sent

Add a file to a ticket without leaving the conversation

Grab the content of a file sent inside a ticket thread

Add a new customer to the help desk with their details in place

Keep a customer's record current by editing their contact details

Look up a single customer's full record by name or id

Browse the customers in your portal to find who you need

Search for a customer by email, phone, or name and pull their record instantly

Match a customer by email or create them on the spot if they are new

Add a company account to the help desk to group its contacts and tickets

Edit a company account's details to keep the record accurate

See the company accounts in your help desk at a glance

Pull the support agents in your org so you know who tickets can go to

See your departments to route tickets or set the right one when creating a case

See the Zoho Desk portals this connection can reach

Search across tickets, contacts, accounts, and articles at once to find anything fast

Browse your knowledge-base articles to see what help content already exists

Search your knowledge base for the right article to answer a customer quickly

Open the full text of a single knowledge-base article

Fires when a new support ticket is created in Zoho Desk.

Fires when any field on a ticket changes (status, priority, assignee, etc.).

Fires when a ticket's status changes (e.g. to Resolved or Closed).

Fires when a comment (public or internal) is added to a ticket.

Fires on a new conversation thread (incoming or outgoing email/chat) on a ticket.

Fires when a new attachment is added to a ticket.

Fires when a new contact (customer) is created in Zoho Desk.

Fires when a new account (company) is created in Zoho Desk.

Fires when a new support agent is added to the org.

Fires instantly when a knowledge-base article is created.

Fires instantly when a knowledge-base article is updated.

Fires instantly when a knowledge-base article is deleted.