Following a ticket in Zoho Desk keeps you notified of its activity, such as new replies, comments, and status changes, without needing to keep checking it manually.
How to follow a ticket
- Open the ticket's detail view.
- Click the More Actions icon in the upper-right corner.
- Click Follow.
Tip: You can also press Shift + W as a keyboard shortcut to follow a ticket while viewing it.
Where you see activity
Once you're following a ticket, its email conversations, comments, status changes, and other updates appear in your Notification Center. To stop following, open the ticket, click More Actions, then Unfollow.
Viewing everything you follow in one place
There isn't a native, single list view of every ticket you're currently following, but the My Followed Tickets extension from Zoho Marketplace adds exactly this, listing all your followed tickets with contact name, status, and assignee visible at a glance, and letting you select several tickets to unfollow at once.
If you need email alerts
Following doesn't send email notifications by default. If you need an email alert whenever a specific contact or account raises a new ticket, the workaround is a Workflow Rule triggered by ticket creation, filtered to the relevant contacts or accounts.
Need help? 1 Cloud Consultants can help you set up ticket following, the My Followed Tickets extension, or workflow-based email alerts.
Book a discovery call with 1 Cloud Consultants.
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