Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.

The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save time on frequently asked questions.

Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket.

With these, you're good to go.

Go on, save the world from bad customer service!