How to Track and Respond to a Ticket

How to Track and Respond to a Ticket

Once a ticket is raised, tracking and responding to it ensures timely resolution. Below are the steps a user can follow to monitor and reply to their tickets in Zoho Desk.

1. Log into Zoho Desk

  • Once you're on the Code Ninjas Support Portal Sign In page.
  • Use the Office 365 SSO icon under Sign In Using section.

2. Navigate to the “Tickets” Section

  • Locate the "My Area" tab.
  • Click to view all submitted tickets.

3. Locate Your Ticket and Check on Updates

  • Use filters such as:
    • My Open Tickets (Active unresolved tickets)
    • My Pending Tickets (Waiting for user or agent action)
    • My Closed Tickets (Resolved and archived)
  • Use the Search Bar to find a ticket by ticket number or keywords.
  • Click on the ticket to open detailed information.
  • View the ticket status (e.g., Open, In Progress, On Hold, Resolved).
  • Check for agent replies under the Conversation History section.

4. Respond to a Ticket

  • Scroll to the Reply Section at the bottom of the ticket.
  • Type your response in the message box.
  • Attach any necessary files (e.g., screenshots, documents).
  • Click "Send" to submit your reply.

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