When a customer contacts your support team via email, chat, phone, or web form, Zoho Desk creates a ticket automatically. The ticket is assigned a unique number, routed to the right department, and tracked through its lifecycle until resolution.
A ticket moves through stages: Open, In Progress, On Hold, and Closed. Each stage change is logged, giving agents and managers a clear audit trail. Tickets can be escalated, merged, or split depending on complexity.
Tickets ensure no customer query is lost or forgotten. They centralise communication across channels, making it easy for any agent to pick up context and respond without asking the customer to repeat themselves.
A ticket is a support record created when a customer submits a query or complaint. It captures the conversation, assignment, status, and resolution details in one centralised view.
Tickets are created automatically when customers contact support via email, chat, web form, phone, or social channels. Agents can also create tickets manually from the Zoho Desk interface.
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