Before you explore the features, you need to know what a ticket is. A ticket is a tool that gives the context you need to engage better, provide the best customer support, and help your sales team close deals faster. Tickets can be created from Zoho Social after you sign in to Zoho Desk and connect it to your social media page(s). Convert to Ticket button will appear next to each post your page was mentioned. A ticket ID will be assigned to the post, and it will be imported to Zoho Desk. You can click on the ticket, and it will take you directly to the Zoho Desk where you can see all the past interactions with the customer, work with the ticket status(Open, On Hold, Escalated, or Closed) and assignment.