1. Sending a Comment to the Customer or Ticket Creator

Zoho Desk allows you to add comments to tickets, and you can choose whether to make these comments public (visible to the customer) or private (visible only to agents). To send a comment to the customer or ticket creator, follow these steps:

Manually Adding a Comment

1. Open the Ticket:

   • Go to Tickets in Zoho Desk and select the ticket for which you want to add a comment.

2. Add a Public Comment:

   • Click on the Comments tab.
   • Type your comment in the text box.
   • Select Public to ensure the comment is visible to the customer.
   • Click Submit to save and send the comment.

Using a Workflow to Automate Comments

If you want to automate comments based on specific conditions (e.g., when a ticket is updated or created):

1. Go to Setup:

   • Click on the Settings gear icon in Zoho Desk.
   • Navigate to Automation > Workflow Rules.

2. Create a Workflow Rule:

   • Click on Create Rule and set:
     • Module: Tickets
     • Condition: Define the trigger condition (e.g., when a ticket is updated, or a specific field changes).

3. Add an Action:

   • Choose Add Comment as the action.
   • Specify the comment content and select Public Comment to ensure the customer sees it.

4. Save and Test:

   • Save the workflow and test it by creating or updating a ticket.

Sending a Notification Instead of a Comment

If you prefer to send an email notification instead of adding a comment:

1. Use the Notify Contact action in the same workflow.
2. Create an email template and attach it to the workflow.

2. Changing the Ticket Sender’s Email

Changing the ticket sender’s email is not directly possible because Zoho Desk uses the email address of the original sender to identify the customer. However, there are a few workarounds depending on the scenario:

Scenario 1: Editing the Contact Associated with the Ticket

1. Open the Ticket:

   • Navigate to the ticket whose sender email you want to change.

2. Edit the Contact:

   • Click on the contact’s name or email linked to the ticket.
   • Update the email address in the contact record.

3. Impact:

   • The updated email will now be associated with the ticket. Any future responses to the ticket will use this new email.

Scenario 2: Forwarding the Ticket

If you need to send the ticket to a new email address:

1. Open the ticket.
2. Use the Forward option to manually forward ticket information to the new email address.

Scenario 3: Transferring the Ticket to a Different Contact

If you need to associate the ticket with a completely different customer:

1. Open the Ticket:

   • Go to the ticket and click on the More Options menu (three dots).

2. Change Contact:

   • Select Change Contact from the menu.
   • Search for or create a new contact with the desired email address.
   • Save the changes.

Tips and Considerations

• Public vs. Private Comments: Always ensure comments intended for the customer are marked as public.
• Automation: Leverage workflows for common actions like acknowledging ticket receipt or providing updates.
• Email Updates: Changing the associated contact or email updates the record but does not change historical ticket data.