Help Desk Guides
Viewing your Performance Scorecard
The agent scorecard is a graphical representation of your performance in Zoho Desk. It consists of four informational tools to monitor your efficiency, service and customer support quality. Providing real-time visibility of across all support ...
Creating and Using Snippets in Ticket Responses
The snippet is a handy feature that helps you add texts you often include in ticket responses quickly. The responses can be as generic as "Thank you for contacting Zylker." or as specific as "Dear Martha, This is Steve, and I'm getting in touch with ...
Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
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 ...
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 ...
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 ...
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 ...
Responding to Tickets
When a new ticket comes in, the person who has sent the ticket initiates the conversation. Just above the conversation is the Reply All link which can be used when there are multiple recipients for the ticket and you want to respond to all of them. ...
Ticket Tabs
Ticket Tabs Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take ...
Tickets
Ticket Interface The ticket interface has two panes, and it provides you with the context you need before responding to a ticket. You can also pin the Ticket View Modes to this screen and open any other ticket without having to switch between ...