Working with Activities in Zoho Desk

Working with Activities in Zoho Desk

The Activities module is where you can create and keep track of all the tasks, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an activity.

Tasks
Tasks are your to-do list in Zoho Desk that enables you to stay right on top of your customer tickets. They can be stand-alone or associated with tickets. Tasks ensure various actions get done in a time-bound and orderly manner within your help desk. For example, if you know you are supposed to fix a bug for a customer, you would create a task such as Fix Bug.
Create Tasks   |   Task Views   |   Set Status, Due and Priority   |   Closing and Re-opening   |   Assign Owner

Events
Events are calendered activities like your meeting or trade shows with customers that happens at a given place and time. An event has a scheduled time, date, and duration associated with it. You can set reminders to stay on top of your events.
Create Events   |   Event Views

Calls
Calls enable you to capture and keep track of inbound and outbound calls in Zoho Desk.  Use Log a Call during or after a conversation to make sure that you capture important call details. You can also schedule calls, so the app pops up a reminder when it's time to dial in.
Log Calls   | Call Views

Activity Views
Take a look at the Activities View to get a clear picture of all the necessary details of activities grouped under three categories. You can view your activities from the pre-defined List views or create a custom List view. If you’re working from a particular ticket, you can get a better context on related activities from the Activity sub-tab on the record.
Activity Views

    • Related Articles

    • Ticket Views: Thread and Conversation/Nested

      Zoho Desk allows you to view the details of a ticket in two different ways. You can view a ticket either as threads or as a conversation. Let us look at these detail view types in a little more detail below. Conversation View The conversation view is ...

    • Organizing Your Support Structure

      IO Teams are allowed the flexibility to define their support structure within their individual Departments. Teams Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when ...

    • Tracking your time spent

      The Time Tracking feature allows you to track time spent on tickets and activities (i.e., tasks, events and, calls) at the most granular level possible while also adding billable time entries based on predefined costs. Depending on how your ...

    • View the Original Email of a Ticket in Zoho Desk

      Typically the email content that is sent by your customers will be formatted and displayed in a style that is followed across Zoho Desk. For example, the email body text will be displayed using the font called Proxima Nova. This kind of formatting is ...

    • Manually Logging a Ticket

      Agents are able to create tickets from within Zoho Desk either to capture requests that did not come into the regular channels set up (such as if the team member raises a request over the phone). In these instances, it is still necessary to ensure a ...