Comments and replies in Zoho Desk let agents collaborate internally on tickets and manage outbound responses — all without leaving the support interface.
Why this matters
Support teams often need a private space to discuss a ticket before sending a customer-facing reply. Zoho Desk's comment and scheduled-reply features keep that internal collaboration tightly coupled to the ticket itself, reducing the risk of miscommunication that comes from switching to external chat tools. Understanding both features helps agents resolve issues faster and communicate with customers at the right moment.
> Note: Beam Help is an independent expert support resource — not official Zoho support.
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Step-by-step
Step 1. Open the ticket you want to work on.
Navigate to your Zoho Desk portal and open any ticket from your queue or a shared view. All comment and reply actions are available directly within the ticket detail page.
Step 2. Add an internal comment to collaborate with teammates.
Inside the ticket, locate the Comment icon (typically in the top-right area of the conversation panel) and click it. Type your message into the comment field at the bottom of the panel, then click the Send icon to post it. Internal comments are private — customers never see them — making them ideal for discussing context or asking a colleague for input before drafting a reply. [2]
Step 3. @mention a specific teammate in your comment.
While typing your comment, use the @mention syntax followed by the person's name to loop them in directly. They will receive a notification and can respond promptly. You can @mention any member of your workspace, even someone who is not assigned to that inbox or team — the comment will appear under their Shared with me view. [2]
Step 4. Draft a reply and schedule it for the right send time.
When you are ready to respond to the customer, draft your reply as normal. Instead of sending immediately, use the Scheduled Reply feature (available once it has been enabled for your department) to choose a delivery time. You can either delay the reply by a set duration or specify an exact date and time. This is especially useful when a reply is ready outside the customer's active hours — scheduling it ensures the message lands when the customer is most likely to engage. [4]
Step 5. Manage all pending scheduled replies from a centralised view.
Rather than hunting through individual tickets to track unsent replies, use the All Scheduled Replies or My Scheduled Replies views. These dedicated views collect every scheduled-but-not-yet-sent reply in one place, making it straightforward to review, edit, or cancel them in bulk. [4]
Step 6. Perform mass actions on scheduled replies when needed.
From the scheduled replies views, you can select multiple entries and apply mass actions — for example, cancelling a batch of replies that are no longer relevant after a policy change. This enhancement removed the previous requirement to visit each ticket individually. [4] [5]
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Common pitfalls
- Scheduled Reply not visible? The feature must be enabled at the department level before agents can access it. If you do not see the scheduling option when composing a reply, ask your Zoho Desk administrator to enable it for your department. [4]
- @mention not notifying the right person? Double-check that you are typing the correct workspace member name. Members outside the specific inbox can still be mentioned, but they will find the comment under Shared with me rather than in the main inbox view — they may not check that view as frequently. [2]
- Confusing internal comments with customer replies? Internal comments are strictly private, but it is worth confirming your department's configuration. Always verify which compose area you are in before hitting send to avoid accidentally posting an internal note as a customer-facing reply. [2]
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What to check
- Confirm Scheduled Reply is enabled for each relevant department in your Zoho Desk admin settings before agents attempt to use it. [4]
- Verify @mention notifications are working by having a teammate confirm they received the alert after you post a test comment. [2]
- Review the Scheduled Replies view after creating your first scheduled reply to ensure it appears correctly under either All Scheduled Replies or My Scheduled Replies, confirming the feature is functioning as expected. [4] [5]