Zoho - My Area

Zoho - My Area

About

My Area will allow users to view their current and previous tickets with the Montana Shared Catalog and other departments of the Montana State Library. You can also use My Area to initiate new tickets, send replies, and print tickets.


Login

If you have not created an account yet, please begin with the article, Zoho - Creating an Account.

To access My Area, go to the MSL Help Center Sign In page directly, or click Sign In at the upper right of the Help Center homepage.

Sign In link highlighted at the top of the webpage

A successful login will navigate you to the My Area page by default. However, you can later access the page by clicking on My Area from the top menu.

Users can navigate My Area by ticket status and department . From the right-hand menu, you can select between different Montana State Library departments to sort your tickets. By default, My Area will display tickets from all departments. In the example below, the user has selected Montana Shared Catalog.

Using the status menu, the user can toggle between open, closed, and on hold tickets.

Navigating ticket status using the Department list on the right or status links at the top left of the screen
Tickets “on hold” are waiting for a critical component before resolution. For example, a software upgrade might be required to fix a bug before the ticket can be marked closed.

Ticket Properties

Click on a ticket title to view the ticket.

The ticket properties display important information, including the ticket ID number, department, category, sub category, status, and the assigned support agent.

Ticket properties heading highlighted within a ticketReply

In addition to displaying the ticket properties, My Area can be used to issue a response. Click Reply to send a message to the agent.

Reply button highlighted on ticket response page

Your reply will be automatically saved if you navigate away from the page without sending it. To edit your draft, return to My Area and select the ticket. Click Edit Draft at the top. Alternatively, use the three-dot (meatball) menu to select edit.

Edit draft button and meatball menu highlighted on response page

After drafting your reply, click send. Your reply will be sent to a support agent for review.

Print

You can use the meatball menu to print a ticket’s contents. Clicking Print will open a new, printer-friendly window.

Print dialog box
Please note that the print view only includes the currently selected ticket segment. To print additional replies and responses, you will need to repeat the above steps.

Search Tickets

From within My Area, you can use the search bar to find tickets of any status. In this example, the user searched for BCA. The search bar suggests the ticket “BCA Credentials”. To view the ticket, click the suggestion. Otherwise, you can complete the search by clicking the magnifying glass.

Keyword search for BCA produces a ticket search suggestion of BCA Credentials

This will generate a search results list that includes tickets and/or related knowledge base articles. Selecting All will display both tickets and knowledge base articles relevant to your search. The right-hand menu will display how many knowledge base articles and tickets were hits.

Search results list with both tickets and relevant articles listed

Clicking a result from the search hit list, will open it to view. In this example, the user clicked a ticket, “BCA Credentials #118”.

Ticket Status highlighted on the left of the screen
The ticket in this example is closed, which is indicated by the status in Ticket properties. The agent also issued a resolution which you can see highlighted in blue.

Add Ticket

From any page in my area, the user can select Add Ticket. If you’re viewing tickets from a specific department (as selected in the My Area Departments menu – see Navigation above), the Add Ticket window will pre-select the appropriate department.

Add Ticket button highlighted in My Area
For additional instructions about opening a ticket, please see Zoho - Submitting a Ticket.

Video Tutorial


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