How to Respond to a Student's Ticket/ Email
Every student email that comes through Zoho Desk will also go to your Discover Healing work email. You can access the email in either place.
You will receive an email saying a new ticket has been assigned to you, or a student has replied.
Emails in Your Discover Healing Email
Here is how emails will look in your Discover Healing email.
Click on the email you intend to respond to.
When you open the email from your Discover Healing email, another window will open.
Select ‘View Ticket’. A tab will open with the ticket to respond to.
Click the blue ‘Reply All’ button and select ‘Reply’ from the drop down menu.
Respond to the email. You can also add attachments by clicking the paperclip icon in the bottom ribbon.
When finished, click on the small arrow to the right of the Blue ‘Send’ button. Click ‘Send & Close’. This will send the email and close the ticket.
It is removed from ‘My Open Tickets’ and logged in the ‘My Tickets’ section as closed.
Emails in Zoho Desk
Here is how emails will appear in Zoho Desk when you receive them:
To answer tickets in Zoho, you must be in Zoho One and select the Desk section.
In the ticket menu at the top left, select ‘My Open Tickets’. This will populate all of your tickets that are open for your response. Click on the ticket and proceed as above.
You can also check your ‘My On Hold Tickets’, or refer back to a ticket that has been closed by selecting ‘My Tickets’.
**It is good practice at the end of each day to check the ‘My On Hold Tickets’ and the ‘My Open Tickets’ for any tickets that may have slipped through without you seeing them or that you may have forgotten to answer.
‘My On Hold Tickets’ are tickets that you opened, but have not closed. You can also specifically mark them ‘on hold’ because perhaps you were waiting for more information in order to respond.
Assign different status indicators (Open, On Hold, Escalated, or Closed) to the tickets to easily refer back to them if you need to provide the students with additional information or support later on. Click on the little arrow of the drop down menu box on the ticket.
You can change the status at any time from either window of Zoho Desk.
See the screenshots below that show where and how this is done.
