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

    • Question - why no way to input a 'tool description' and 'tree of 'tools'

      Every business is different, with different business processes. To be truly useful Zoho MCP needs to have user editable tool descriptions (or ruleset) and a 'tool tree' so that the LLM is context aware when being used. For example, the tool description

    • Develop Zoho Meeting as a Full Native Application (Not a Browser Wrapper)

      Hello Zoho Meeting Team, Hope you are doing well. We would like to suggest an important improvement regarding the Zoho Meeting desktop application. At the moment, the Zoho Meeting app feels more like a mini browser window or an iframe that loads the web

    • Can I create a custom function for chart of accounts?

      I'm trying to add a custom function that should run whenever a record in the Chart of Accounts module is edited, but on the form for creating a new function, the module dropdown does not include the chart of accounts as an option.

    • billing

      hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty Pearl

    • Unable to confirm Super Admin assignment — confirmation button not working

      I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, when

    • Feature Request: Reviews

      Any chance we could get a "Reviews" element to put on sites? It should be extremely simple to do. Basically just take the comments box and add an option for a star rating. At the very least, it would be nice to have more customization options for the comment box so the text could be changed from "Comments" to "Reviews". I've looked at a bunch of embeddable review widgets but nothing meets my needs so this would be a great feature to have added to the site builder.

    • Can we handle a support like (incident management) project in Zoho Projects?

      Hi, I have a new profile of a project whereby we provide "ticket" base support to a client. They have a request and ideally we would handle comms via a email exchange logged in Zoho. Today we use Zoho Projects for all out projects, which means that we

    • Trying to show the actual Terms & Conditions on PDF

      Hi, On Zoho forms I am trying to have the actual terms and conditions that the user needs to accept also show on the pdf that they receive after. Right now it only says "Agreed". Please help.

    • Installing EMAIL Setup in New Domain

      Respected Support team, I'm facing an issue with cloudflare in Pakistan, I want to setup Zoho Mail Setup but I Don't know how to enable Zoho mail setup without cloudflare. My Website https://stumbleguyzzapk.com/, https://fakservices.com/ is using CF,

    • Enhancements to Zoho Meeting Annotator

      Hello Zoho Meeting Team, Hope you are doing well. We would like to share a few improvement suggestions regarding the Zoho Meeting Annotator used during screen sharing. While the current version provides helpful annotation tools, there are several limitations

    • Zoho Social/Marketing Plus - Addition to "Monitor" function

      It would be very helpful if the Monitor function would allow us to add a column to monitor hashtags in addition to pages and mentions. This is a common and very valuable function in other social listening tools.

    • Zoho forms - > Zoho desk multiple agents

      Hi! I would like to use a standard form to be used when we hiring people, so we looked at zoho forms for that. Now we would like to get that info in to Zoho desk and their different users shall take care of this ticket simultaneous . So, what would be

    • Almacenamiento

      Hola, Quisiera saber como podría hacer para bajar el almacenamiento de 5gb a mis usuarios, en otras palabras los quiero ir limitando de la cuota real, y luego ir agregando poco a poco la cantidad hasta llegar a los 5gb que me dan en el plan free. 

    • Will I Get a Refund If I Downgrade Zoho Mail?

      Hello, We upgraded an email account for our new employee. However, the employee left after one month, and now I've reduced the number of Zoho Mail users from 7 to 6. Can we get a refund for the remaining portion of our annual payment?

    • Introducing the revamped What's New page

      Hello everyone! We're happy to announce that Zoho Campaigns' What's New page has undergone a complete revamp. We've bid the old page adieu after a long time and have introduced a new, sleeker-looking page. Without further ado, let's dive into the main

    • How do i follow up my email campaign in-thread

      Is there a way to follow up the email campaign so that it is in-thread using zoho campaigns? eg customer gets original email with subject line "hello" then 5 days later follow up would be with subject line "RE: hello".

    • Announcing new features in Trident for Mac (1.29.0)

      Hello everyone! Trident for macOS (v1.29.0) is here with new features and enhancements to enhance your business communication. Let's take a quick look at them. Access shared mailboxes. You can now view and access shared mailboxes in Trident, which are

    • Books is extremely slow again today !

      Everything is running slowly even with 500mb connection speed

    • Cyclic dependencies in many-to-many relationships...

      I have an application which includes a form for companies, and a form for contacts. Each company can be assigned 1 technical and 1 administrative contact. I have this working okay so far, but I want to copy the scripts used so far to a new empty application. When I import the scripts it fails with a message that says: Problem encountered while creating the application Error in resolving form dependency:Cyclic dependency among the forms:[Company, Contact] What can I do to resolve this? After all,

    • Zoho API to create ticket

      I'm developing an integration to create tickets via API, but, locally it works (send and recieve requests). In production it also works sending requests, but, my file don't recieve any response data. My URL is available in Zoho API Console and I have

    • Automate Timesheet Approvals with Multi-level Approval Rules

      Introducing Approval Rules for Timesheets in Zoho Projects. With this automation, teams can manage how timesheets are reviewed and approved by setting up rules with criteria and assigning approvers to handle submissions. Timesheet, when associated to

    • Labels Part 2

       Hey Zoho Mail Team, On the labels window on the left-hand pane, alphabetize label name display, rather than displaying in order created.  This one should be easy. Thanks, Drew

    • Building Toppings #1 - Serving your needs with Bigin Toppings

      Hey Biginners! We're excited to kick off our Developer Community series on building toppings for Bigin, and our goal is to provide an accessible, beginner-friendly, and relevant path for every developer. Imagine creating tiny pieces of software that unlock

    • Can we create Sprint with tasks from Multiple projects?

      Hi Team, We were using Zoho Sprints for quite sometime. Currently we have started the process of Sprint method. We couldnt create the active sprint board with the tasks from multiple projects. I would like to know whether this is possible or Any timeline

    • Tip of the Week #74– Create automated workflows in MS Power Automate

      Zoho TeamInbox now connects directly with Microsoft Power Automate, letting you streamline everyday routines tasks such as from sending emails to managing threads, with automated workflows. About the integration Zoho TeamInbox integrates with Microsoft

    • Account validation

      Hello everyone, I registered my account on ZeptoMail to use the system, but the problem is that the verification period on Zepto's end has already passed and I have limited functionality.

    • Paste issues in ZOHO crm notes

      Hi, since a week or so I have issues with the paste function in ZOHO CRM. I use "notes" to copy paste texts from Outlook emails and since a week or so, the pasting doesnt function as it should: some text just disappears and it gives a lot of empty lines/enters.....

    • Is it possible to add a gradient color to a newsletter im designing?

      From where i sit it looks like you can only choose a single color but not combine 2 colors?

    • Account disabled

      I have an issue I need help with. Whilst trialing ZOHO CRM I created the following: Account1 (-------------) using m__ame@m__rg___s__i__.___.__ and 2 personal emails Account2 (-------------) using a personal email and 2 users _al__1@______________._o_.__

    • Blocked Email

      We are a Zoho One subscriber and use Yahoo as our MX provider. A few times each year, for the past four years, CRM blocks one or more of my Zoho One users from receiving internal email from CRM. This includes "@mentions" in all modules, and emails from

    • message var is empty in bot mention handler

      Hi, I'm encountering a problem: in my bot's mention handler, I want to retrieve the text the user typed when mentioning the bot. Example: On the #tests-cyril channel, I send this message: “@Donna hello how are you ?” I expect the system variable "message"

    • Remembrance Day to Remember – Recalling Values

      The phrase “at the eleventh hour” refers to the 11th hour of the 11th day of the 11th month in 1918, when the hostilities of World War I came to an end—but it still holds meaning today. Remembrance Day (Veterans Day in the US) is observed on November

    • How to display two measures (sales and price) divided by categories on one line chart

      Hi everyone, I’m having trouble figuring out how to display two columns on a line chart with category breakdowns. What I need is a line chart where one line represents Sales and the other represents Price. However, the Price data is divided into around

    • Introducing the locking option for CRM records

      Last modified on 06/04/2023: Record locking option in CRM is now available for all Zoho CRM users in all DCs. Note that it was an early access feature available only upon request. Hello All, Hope you're doing well! We're thrilled to introduce our latest

    • Two new enhancements in Zoho CRM: Introducing new criteria for user fields and displaying group information in users page

      Announcement moderated on 14th June, 2023. Dear All, These enhancements are opened for all users in all DCs. ------------------------------------------------------------------------------------- Dear All, Hope you're well! We are here with two useful

    • Tip #49- Navigating the Remote Support Dashboard in Zoho Assist- 'Insider Insights'

      The Remote Support dashboard in Zoho Assist is designed to help technicians quickly access, manage, and monitor all their support sessions from a single, intuitive interface. Whether you’re starting a new session, managing ongoing connections, or reviewing

    • BMI formula

      I've been trying for hours to calculate BMI using height and weight as my only inputs. It's a simple calculation and I even went to ChatGPT to help me figure this out in Zoho Forms, but it led me down a path of "try this" and "try this". None of my attempts

    • SEO on blogs

      Hello, google is not able to find my blogs. Can you advice me if I need to change some settings or anything else to make it retrievable via SEO many thanks, hans

    • Duplicated Notebooks

      Out of the blue, almost all of my notebooks got duplicated and the different copies contain different information. Some seem like older copies than the others. I use the linux desktop app and sometimes the Android app. I assume that the sync failed at some point and was unable to merge the two versions together. But I'm afraid to add anything else to my notebook because if it can't properly sync 5 notebooks with only a handful of notes each, what will happen when I have hundreds of notes and I lose

    • Mind mapping in Zoho Projects

      Good morning,   I would like to congratulate the Zoho team for building such an inovative and responsive application that fits in the daily challenges of so many work groups. I would like suggest you another functionality that helps a lot in project planning and development: mind mapping. Mind mapping would be of great help for brianstorming, knowledge management and other needs in online collaboration.   Thanks and wish you all the best! George Maha Empresa Júnior Multidisciplinar do Instituto de

    • Next Page