Spreading Love, One Ticket at a Time

Spreading Love, One Ticket at a Time

At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made a difference.
Understanding the Customer
Customer service is about showing love for customers and loving what you do. Every ticket is an opportunity to connect, solve problems, and make customers feel valued. Zoho Desk became the heart of Zylker Techfix operations to help them do just that.
The Ticket Module: A Treasure Trove of Insights
The Tickets Module records every interaction with the customer. This place helped establish relationships with customers. 
The team discovered the Ticket tabs as a wealth of features to understand their customers better:
  • Conversation Module held records of the ticket conversations and private comments, helping them keep an eye on interactions with the customer, ensuring no detail was missed.
  • Under the Resolution Tab, they mandated recording resolution to track customer actions, ensuring every issue was resolved with care.
  • The Parent-Child ticket feature linked related tickets, making it easier to see the bigger picture and provide consistent support.
  • Time Entry Module kept them in track with billable hours and time spent on tickets, ensuring efficiency and transparency. 
  • The History Tab offered insights into past interactions, allowing agents to filter by incoming responses, outgoing replies, comments, and attachments. This was crucial for tracking ticket progress and ensuring timely resolutions.
  • The Geo-Location Module is another powerful tool that works well with the Zoho Desk App. This enables to track the location of field service representatives, ensuring real-time updates and better service coordination. 
  • The Activity Tab helped filter activities based on specific criteria, providing a detailed view of customer interactions.
  • Approval Tab facilitated streamlined approval processes, ensuring that responses requiring managerial review were promptly addressed. 
  • The Attachment Module helped in organizing and accessing customer-related documents easily.
NotesNote: For early access to the Parent-child ticket feature, request here. This applies to Professional and Enterprise users only.



A Smarter Approach to Ticket Management
At times, when Zylker Techfix experienced a surge in tickets, the Ticket Detail banner on the left provided the following details on the ready-to-use extensions:
  • Ticket Properties showed the customer and ticket information
  • Field Predictions auto-filled customer details, saving time.
  • Zoho's AI, Zia leveraged the Answer Bot to provide solutions based on the knowledge base created by the user within Zoho Desk.
  • The Ticket Follower option let them keep a track of the tickets handled by them or other agents.
  • The Ticket Timeline let them keep an eye on the previous cases handled for the client in the specific Department or All Department. Within a specific department, agents could also merge tickets for efficient handling.
  • To ensure visibility across departments, the Share Ticket Option allowed teams to share tickets with different departments while maintaining appropriate access controls such as Full Access, Restricted Access, or Read-Only Access.
How would you love it if you could see all the insights in one place?
Presenting three essential extensions to stay on the go with customer service:
1. Customer Insights for Zoho Desk: Know Your Customers Better
The value of customer service grows as you gain deeper insights into your customers by understanding their experiences, emotions, and the journeys they have taken with your brand.
How well do you know your customers?
With Customer Insights for Zoho Desk located on the Ticket Detail panel on the left, you can access key interaction details, including response times, resolutions, the number of tickets handled, and happiness ratings. These insights help build stronger relationships and enhance service quality.
In customer service, care is more than just providing solutions.



Install Ticket Insights for Zoho Desk from the Marketplace Extensions to enhance your ticketing experience.
Where can you view the insights?
  1. Open a ticket in Zoho Desk.
  2. Click on the Marketplace  icon next to the Ticket Subject.
  3. Maximize Ticket Insights for a detailed overview.
This tool gave them a one-shot view of:
  • Threads: The number of incoming and outgoing threads within a ticket.
  • Average Thread Handling Time: How quickly they were resolving issues.
  • Ticket Module Usage: A detailed web of how each module was being utilized.
Install this extension from Marketplace  icon on the top right. You can view the Ticket Status Lifecycle on the Ticket Detail panel on the left.
The Ticket Status Lifecycle provides detailed insights into ticket status changes, including the exact time of each update and the agent responsible for the modification. These insights help identify bottlenecks and assess the efficiency of support processes.
For example, tracking the duration a ticket remaining in a particular status can highlight areas that need improvement. Additionally, the extension allows users to filter the timeline to focus on specific statuses, such as "Open", "On hold", or "Waiting on Customer", or "Pending Approval."
This level of detail ensures that support teams gain a clear and chronological understanding of each ticket’s progression, enabling more informed decision-making and process optimization.

Wrap Up 
This helped Zylker Techfix capture critical information in a short time, enabling them to stay on top of their game and offer proactive support.
Zylker Techfix realized that customer service is an act of love. With Zoho Desk and its extensions like Customer Insights, Ticket Insights, and  Ticket Status Lifecycle, they understood their customers better, engaged with them meaningfully, and delivered solutions that brought joy.
And so, they continued to spread love, one ticket at a time.

    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    • Recent Topics

    • Implementing Inventory Process

      I am just starting to create an inventory system through Zoho for a nonprofit. We receive in-kind donations of items for kids, and utilize them in 2 or 3 different programs. Then families come in and take the items. I'm thinking of this structure: Our

    • Best way to start zoho inventory with bulk openning stock

      We are already using zoho book since long time for cars trading company. Now to streamline more, would like to import the excel data of closing stock of inventory to zoho inventory and to start on. Since we need to track each VIN (unique vehicle id number)

    • Service Reports.

      Hello Team, I have a requirement to create multiple service reports for a single AP. That means, in one AP I have 5 service line items, and all line items are linked to assets. Once I complete the AP, I want to generate 5 individual service reports, one

    • Blueprint enhancements - Parallel and multiple transitions, and more

      Last modified on Sep 4, 2023: All Zoho CRM users can now access these enhancements. Initially, these features were available only on an early access basis and by request. However, as of August 2, 2023, they have been made available to all users in all

    • Item Bulk Edit - Allow for Reorder Level

      We're implementing a process for using the Reorder Level field for Items, and I have to go through and add this value to a huge chunk of our Items. It's driving me bonkers that I have to do this individually through the UI rather than bulk updating. It

    • Zoho CRM || Unable to Bulk Assignment of Territories for Contacts

      Dear Zoho CRM Support Team, I hope this email finds you well. We recently performed a bulk upload of Contacts into Zoho CRM using the official sample Excel template downloaded from the CRM. The upload itself was completed successfully; however, we encountered

    • What's New in Zoho Inventory | August – October 2025

      Hello customers, The last quarter has been incredibly productive! We've released a powerful slate of new features and enhancements in Zoho Inventory designed to give you better control, greater efficiency, and expanded functionality across your inventory

    • Disable Zoho Inventory Tracking / Delink Zoho Books & Inventory

      We have integrated zoho inventory with zoho books? Now after a long time, we want to disable inventory tracking and delink these 2 modules. Zoho says we cant do it. Anybody else going thru the same ? Any possibility at all? Why does zoho not allow to

    • Tracking Non-Inventory Items

      We have several business locations and currently use zoho inventory to track retail items (sales and purchase orders). We were hoping to use zoho inventory to track our non-inventory items as well (toilet paper, paper towels, etc). I understand that we

    • Price Managment

      I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

    • Set Warehouse based on Vendor

      Greetings. I would like to set automaticaly the Warehouse based on the Vendor. Context: I am working on an adaptation of a Purchase Order to be used as a Quotation. I have defined that when a user has to raise a quote the Vendor will be "PROCUREMENT" I would like to set the Warehouse to a predefined value when "PROCUREMENT" is set as Vendor. I have tried to do with the Automation feature using the Field Update option, but Warehouse does not is listed as a field. Can you help? Thanks in advance.

    • How do I save audio files to my PC that I record into Zoho Notebook from my phone?

      I was thinking of using Zoho Notebook as a way to store composition ideas, as well as for other things if it can handle this. For this to be useful for me though, I need to be able to have an easy way to download those audio files to my PC, either individually

    • Search mails in shared mailbox

      Hi everyone, is there a way to search mails in shared mailbox's? Search in streams or mail doesn't return anything from mails in shared mailboxes. Thanks! Rafal

    • Zoho Landing Page "Something went wrong" Error

      Hello, Every time I try to create a new landing page, I receive a "Something went wrong" error with no explanation. I cannot create any new pages, which means we cannot use this application. I did create one landing page successfully over a month ago,

    • Writing SQL Queries - After Comma Auto Suggesting Column

      When writing SQL Queries, does anyone else get super annoyed that after you type a comma and try to return to a new line it is automatically suggest a new column, so hitting return just inputs this suggested column instead of going to a new line? Anyone

    • Sync your Products Module for better context.

      In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort.    Some things to note when syncing the two:

    • Where is the desktop app for Zoho Projects???

      As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

    • CRM verify details pop-up

      Was there a UI change recently that involves the Verify Details pop-up when changing the Stage of a Deal to certain things? I can't for the life of me find a workflow or function, blueprint, validation rule, layout rule ect that would randomly make it

    • Does Zoho Writer have Dropdowns

      I want to add a drop down field in Zoho writer. Is this possible?

    • openUrl in blueprints

      My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logically

    • Dropshipping Address - Does Not Show on Invoice Correctly

      When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

    • Prepayment of a sales order

      How does everyone handle this common (at least it is common for us!) situation? We require all our orders to be fully prepaid before shipment since we manufacture made to order, custom products. Since ZOHO does not allow a sales order to be prepaid, we are forced to create an invoice at the time an order is placed to allow the customer to pay it. Our sales category is therefore skewed, since the sale was actually booked at the time an order was placed, rather then at the time it is shipped, which

    • Access to Specific Zoho Desk layout for external parties

      Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries.  How to achieve it in the easiest way possible?

    • Deposit on a Sales Order

      Good day, 100% of my business is preorders, no inventory. I am trying to run away from QB for one of my businesses, but I require two options that I don't seem to find with Zoho Books. 1 - If there is a way to apply a deposit on a sales order, as with

    • Bulk Delete Attachments

      Is there a way to bulk delete attachments on the form entries? our storage is full and deleting files one by one is pain taking process.

    • How do I sync multiple Google calendars?

      I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I can

    • Ability to Disable System Banner Messages in Chat Flow Control

      Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement related to the system banner messages in Zoho SalesIQ chat flow control. Current Behavior: SalesIQ allows configuring various automatic banner/system messages such as: Waiting

    • Idle Chat Reminders for Agent-Handled Conversations

      Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Idle Chat Handling functionality in Zoho SalesIQ—specifically for chats that are handled by human agents after a bot-to-agent transfer. Current Behavior: In Zobot settings,

    • Snapchat

      Are there any plans to add Snapchat to Zoho Social or is there any API that we can use to integrate into Zoho.

    • Zoho Sign "An unexpected error occured" when clients trying to sign documents

      We are unable to have clients sign our documents. When attempting to complete the process an error appears saying "an unexpected error occured" and in the document history just shows "signing failure." We are at a complete standstill with no response

    • ¡Vuelven los Workshops Certificados de Zoho a España!

      ¡Hola usuarios de Español Zoho Community! Hace ya unos días que hemos dado la bienvenida al 2026, y promete ser un año de lo más emocionante. Y es que nos gustaría haceros nuestro particular regalo de Reyes, aunque lleguemos un poco tarde. 🎁 ¡Nos gustaría

    • How to list services on quote instead of products

      I need to create a customer facing estimate that displays our services. The default quote layout only allows products to be listed. Is there a way to correct this?

    • Syncing calendar with Google Calendar doesn't work when events are sent to auto repeat

      Hi... The ZOHO CRM -- GOOGLE CALENDAR sync is broken. If I create a single event on either side, sync works, but if I create an event with auto repeat on either side it doesn't work. Furthermore, events created before the sync don't show up in the calendar.

    • Invoice status on write-off is "Paid" - how do I change this to "Written off"

      HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way

    • Zoho Books - France

      L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité

    • Please, make writer into a content creation tool

      I'm tired of relying on Google Docs. I'm actually considering moving to ClickUp, but if Writer were a good content creation tool instead of just a word processor, I would finally be able to move all my development within the Zoho ecosystem, rather than

    • ZohoSalesIQ.Chat cannot send messages

      Chat cannot send messages. Our app implements the customer service chat window functionality by integrating the Mobilisten SDK. Recently, we encountered an issue: after successful SDK initialization and visitor registration, when the `startWithQuestion`

    • Missed chats on WhatsApp closing after one minute

      Hi, we have added WhatsApp as a channel. However, if a chat is not picked up within 2mins, the chat is marked as missed and is closed within a minute. Why are they not staying in our "missed" queue for 24 hours as per our WhatsApp preference settings?

    • Feature Request: Add Tax ID Display on Event Tickets

      Hello Backstage Team, I’ve had several clients bring up an issue regarding tax compliance when creating events. For tax purposes, they are required to show their Tax ID on the event tickets. Currently, this isn’t an option, so they have to manually generate

    • Release Notes | January 2026

      We have rolled out a set of powerful new enhancements across Zoho Vertical Studio that bring several long-awaited capabilities to your applications. These updates focus on deeper customization, smarter automation, better reporting, and improved usability

    • Next Page