Organization-Tiered Support in Zoho Corp Help Center

Organization-Tiered Support in Zoho Corp Help Center

Dear Zoho Team,
Greetings!

As the focal point for all Zoho-related matters in our organization, we would like to request the implementation of an organization-tiered support structure in the Zoho Corp Help Center (Zoho's internal Zoho Desk).

This feature would allow an admin, like myself, to view and manage all tickets opened by any user within our organization. Currently, Zoho Desk supports a similar functionality for customers, enabling them to view tickets of other users in their account. However, this is not available in the Zoho Corp Help Center.

Use Case:
  1. Centralized Support Management: Having visibility into all tickets ensures that admins can monitor issues raised by other users, avoid duplicate tickets, and provide consistent support across the organization.

  2. Enhanced Coordination: This will help us prioritize requests, ensure alignment with organizational policies, and manage interactions with Zoho more effectively.

  3. Improved Accountability: Admins can track issues, their resolution timelines, and ensure no critical concerns are missed.
We believe adding this feature would greatly improve the efficiency of support management for organizations using Zoho products.

Thank you for considering our request.
We hope this can be evaluated for future updates to the Zoho Corp Help Center.

Best regards,
Ram