Adding and submitting a Ticket for an Account

Adding and submitting a Ticket for an Account

It is not uncommon for agents to raise a support ticket for an account directly. For example, when a customer calls up from ABC Corp, it is not necessary that a contact in their name should exist. In this situation, the agent will search for the account ABC Corp and if it exists, will add a ticket for it. When the agent enters the contact's detail in the ticket, it will add a new contact and will be associated with the account thereafter.
To add a ticket for an account
  1. In Zoho Desk, navigate to the Customers module.  
  2. Click Accounts on the bottom of the left menu.
  3. Search for the customer account.
  4. On the Search Results page, open the account to view its details.
Now that you've opened the account, follow the below steps to submit a ticket:
To submit a ticket
  1. Click the Tickets tab at the top of the page.
  2. Click Add Ticket  in the upper right corner.  
  3. On the Add Tickets page, enter the name and email of the contact and update the values for the other fields, if needed.
  4. Click Submit.

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