⚡ Quick answer -

Always include the mandatory contact, company, and plan details listed below—plus the channel-specific items (URL, Gateway, Amount, etc.). Tickets lacking any required field are returned for re-work, delaying activation or recharge.

When should I use this guide?

Use this guide whenever you raise a Zoho Desk ticket for:

• Adon OBD panel – New activation or Recharge

• Adon SMS panel (Mtalk) – Demo creation or Full creation

It helps sales engineers, reseller teams, and support agents submit a “first-time-right” ticket and avoid back-and-forth loops.

Information checklist (all ticket types)

Include the following in every Zoho Desk ticket:

• Contact person's name
• Email ID
• Mobile number
• Company name
• Company address
• Pincode
• A/c Type (Reseller \ User)
• Client details

Adon OBD panel – New activation

Add these additional fields to the universal checklist above:

• Approval of HOD (If discounted plan)

Adon OBD panel – Recharge

Add these additional fields to the universal checklist above:

• URL
• Username
• Amount (Payment Code)

Adon SMS panel (Mtalk) – Demo creation

Add these additional fields to the universal checklist above:

• Gateway: Transaction, OTP, Promotional
• Approval by HOD

Adon SMS panel (Mtalk) – Full creation

Add these additional fields to the universal checklist above:

• Gateway: Transaction, OTP, Promotional
• Payment Code

When incomplete info blocks ticket progress

• Tickets missing any item in the applicable checklist are returned in Zoho Desk with a “More info required” comment.

• SLA countdown pauses until the requester supplies the missing data.

• Repeated omissions may trigger escalation to the requester’s HOD.

Sample Zoho Desk payload

Copy-paste the block above and append the extra parameters for Recharge, Demo, or Creation as needed.