Find the Zoho Desk tickets that stopped moving

Which tickets are actually stuck?

Ask for open tickets grouped by how long they have sat without a customer-facing reply, split by department. There is usually a cluster in one department where a single agent went on leave, and a longer tail waiting on an internal team that does not use Zoho Desk at all.

A companion reads the threads to make that distinction, because waiting on the customer and waiting on us look identical in a status field and are opposite problems.

Can a companion work across the Zoho suite?

Several Zoho products appear separately in the connectable catalog, so a companion can hold a Desk ticket next to a Books invoice when both are connected. Each connection is its own approval; nothing is joined implicitly.

For anything you have not connected, a companion still works the site in the browser session you are already signed into, which is how most cross-product reading actually happens. See do ai agents work behind logins.

Contacts, accounts and the ugly bits

A ticket gets triaged with the account in view rather than as an anonymous email.

An enterprise account raising its third ticket this week is a different situation from a trial user raising a first, and the ticket does not say so.

It also reports the ugly bits: tickets whose contact has no account attached, accounts with three near-duplicate contacts, contacts with no email. Listed, with the fix waiting for you.

Datacentres, organisations and other footguns

Multi-datacentre Zoho accounts and organisation scoping affect what a connection sees.

Confirm you are looking at the organisation you think you are before you trust a count.

Macros, Blueprint definitions, SLA and escalation setup, department and layout configuration and the help centre theme all stay in the product. The Zoho Desk action list follows the vendor’s public API, which reaches less than the admin console does.

Frequently asked questions