Zoho Desk Admin Tasks

Zoho Desk Admin Tasks

Use the Awaiting Customer Info status automation

After you ask your customer a question you can set the status of the ticket to be Awaiting Customer Info. We've built automations which will:
  1. If the customer has not replied after 2 days or 16 business hours, the automation will send the customer a "we haven't heard back from you" nudge email.
  2. If the customer still has not replied after 3 days or 24 business hours, the automation will Auto-close the ticket and the customer will be notified their ticket as been closed.
  3. Any ticket with status set to Awaiting Customer Info will show up in your "My On Hold tickets" view.
  4. If the customer replies, the ticket status is changed back to Open.

No Action Required Macro

To close a ticket that requires no action:
  1. Assign the ticket to yourself.
  2. Run the No Action Required Macro on the ticket.

  3. Close the ticket.
The macro:
  1. Clears the original contact info so no one will get notified that the ticket was closed but in the event that the ticket does require action, the ticket owner will be alerted to any replies from the original customer.
  2. Configures fields for the ticket so that we can exclude them from reporting.

Add or update fields on new ticket form

  1. Open your Zoho Desk settings by clicking the gear at the top right corner.
  2. Click or search for Layouts & Fields.

  3. Open the layout you want to modify by clicking on its name (usually named after your department)
  4. To edit an existing field, hover over the field > click the gear > edit properties > adjust in the pane at the right.

    To add a new field, drag and drop the type of field you want to add from the pane at the right.

Link 2 fields together using field dependencies

  1. Open your Zoho Desk settings by clicking the gear at the top right corner.
  2. Click or search for field dependencies.

  3. Click on the name of the dependency you want to modify.

  4. Select options from the parent field and check the box of the child field to link them.

  5. Click Save Field Dependency at the bottom left.

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