Third Insight - The Importance of Data Segregation

The Wheels of Ticketing - Desk Stories

The Importance of Data Segregation

Data segregation

In ticketing systems, data segregation organises data into logical groups or categories to reduce ticket backlogs and resolution time and improve the overall customer support experience.

Segregated data is useful data 

Why is data segregation vital for your ticketing system?

In a help desk environment, data segregation may involve categorizing support tickets according to factors such as customer type (e.g., VIP clients, regular users), department (e.g., sales, IT, customer service), issue type (e.g., refund, warranty) or sensitivity levels (e.g., confidential, public). This structured approach ensures that only authorised agents can access sensitive information, mitigating the risk of data breaches and safeguarding customer privacy.

 

Additionally, segregating ticket data can improve efficiency. Support agents can focus on tickets relevant to their department or expertise, leading to faster resolution times and a more streamlined workflow. It also allows management to generate more accurate reports and insights, as they can easily analyse trends and performance metrics within segregated groups.

Improves performance by reducing the amount of data users must interact with and focusing on relevant information.

In the second insight, we discussed the concept of Layouts, which provide businesses with a versatile and efficient way to implement and manage their services. Desk offers a variety of pre-built layouts and customizable templates designed to cater to different customer support requirements. The advanced multi-layout feature enables companies to quickly create compelling user experiences that accommodate multiple services at a lower cost. By leveraging these layouts and templates, businesses can significantly improve their support processes while prioritising what truly matters: their customers' satisfaction. 

A story for better interpretation

Segregate your data - A help desk story

Once upon a time, a small but dedicated team in a bustling tech company managed customer support through a ticketing system called "HelpNow." As the company grew, so did its customer base, leading to an overwhelming influx of support tickets. Although the team worked diligently, the increase in tickets created clutter. 

Once efficient, the HelpNow system became cluttered with old tickets, unresolved issues, and duplicate requests. Customer satisfaction started to decline as users waited longer for their problems to be resolved. Frustration lingered not only in the hearts of customers but also within the support team, which found it increasingly challenging to navigate the cluttered ticketing system.

One day, the lead, Monica, called for a meeting to address the urgent situation. "We need to organise our data," she announced. The team discussed various strategies, but Monica had a vision of what needed to be done—a systematic approach to decluttering their HelpNow system.

The first step involved reviewing and categorising all existing tickets. The team deleted the tickets archived for more than six months without follow-up, since they likely belonged to resolved issues. They set a clear deadline for this task, recognising that focused teamwork was integral to tackling the backlog. Each team member was assigned a category of tickets to review. They achieved this by creating custom views and sharing them with the team.

 

During this process, the team discovered an unexpected treasure trove of information. They also realised that some bugs needed urgent attention, leading to prioritised fixes for the product. With this discovery, Monica created a new layout, naming it the Bug Service Layout, and made it available for internal purposes.

 

As the organising data event continued, the team also acknowledged the importance of customer communication. They crafted an email update to inform existing customers with pending tickets about their efforts to improve support quality. Customers appreciated the transparency and felt confident that their concerns were being taken seriously.

 

After two weeks of hard work, their system was transformed. The volume of old tickets had been dramatically reduced, and the remaining tickets were prioritised and categorised effectively for quicker solutions. Customer agents could easily navigate the system and focus on resolving issues rather than wading through a resolution maze.

 

Reports generated from the organised data helped Monica and her team identify trends in customer inquiries and revamp their product support process and resources accordingly. Inspired by their findings, they implemented a new self-service help widget to empower users with immediate solutions. 

 

The results were incredible: response times dropped, customer satisfaction surged, and the support team thrived in their more organised environment. The HelpNow system became a case study in transforming mess into clarity, demonstrating the power of segregating unnecessary data to unveil the valuable.

In a ticketing system, various departments and services play crucial roles in contributing to customer support's overall efficiency and effectiveness. In Zoho Desk, multiple services in your business can be achieved using multiple layouts. You can segregate your customer tickets using departments if your company runs across numerous business units/regions and involves various support processes. By recognising the importance of each department in ticketing, businesses can create a more holistic and responsive approach to customer service. 

Summing up

Data segregation is not just a one-time effort; it requires ongoing attention to ensure the integrity and reliability of customer information. 

Establishing clear protocols and guidelines for data segregation will help agents understand their responsibilities and stay accountable for maintaining valid data. 

Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team

Also read:

• Second Insight - Let's talk Layouts
• First Insight - Find your Fields
  

• Topic Participants

• Kavya Rao Addepalli

  

• Recent Topics

• Auto select option in CRM after Zoho Form merge

  Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdown

• Bring your CRM data straight into your presentations in Zoho Show

  Let's say you are working on a presentation about your team's sales pipeline for an upcoming strategy meeting. All the information you need about clients and leads is in Zoho CRM, but you end up copying details from the CRM into your slides, adjusting

• Improved RingCentral Integration

  We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

• Introducing New APIs in Zoho Contracts

  We are excited to announce the release of new APIs in Zoho Contracts to help you automate and manage every stage of your contract lifecycle more efficiently. Here’s a quick overview of what’s new: 1. Complete Contract Draft You can use this API to complete

• Vimeo

  For me Vimeo is the most important video social channel for media and filmmakers. Would others agree and like it added to Zoho Social.

• Delete a department or category

  How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

• Organization Emails in Email History

  How can I make received Org Emails to show up here?

• How to setup pricing in Zoho

  Hi everyone, I am relatively new here and have just moved from my old inventory system to the Zoho one. I am trying to get my head around how it all works. I am mostly setup connected to a shopify store, but I do manual sales also For manual invoicing,

• Prefilled Date fields auto-changed and then locked when using “Edit as new”

  If a document out for signature has date fields (not SignedDate fields) that were pre-filled before sending, and then you use “Edit as new” to create a new version of the same document, the value of those date fields gets automatically changed to today

• Is there a way to update all the start and end dates of tasks of a project after a calendar change?

  Hi! Here's my situation. I've built a complete project planning. All its tasks have start dates and due dates. After completing the planning, I've realized that the project calendar was not the right one. So I changed the project calendar. I now have

• Access Phone Field Components (Country Code) Directly

  Hello everyone, I'd like to propose an enhancement for the Phone field in Zoho Creator. The Problem: The Phone field captures the country code and local number separately, but stores them as a single string (e.g., +1234567890). To get the country code,

• Send mass messages through WhatsApp from the Tickets module

  Hi Everyone! Effective communication is key to delivering prompt and reliable customer support. Because WhatsApp is one of the most widely used and familiar messaging platforms, it's an effective channel for agents to reach customers who have submitted

• Lead Owner Signature Merge Field

  I want to automatically insert a signature (i.e. contact info usually found at the bottom of an email) into an email template, depending on who the lead owner is. What is the merge code for the Signature from a Users profile? CRM > Settings > Customization > Templates There is a popup near the bottom of the edit screen which says: "You can insert a Signature, which is available as a merge field in the users section." It is also referenced on this page: https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-templates/articles/template-builder#Merge_Fields

• How do I create a time field?

  I want a field that only records time. I can only see how to create a date-time field. If I do that and enter a time, without a date, nothing is recorded. If I create a number or decimal field, I cannot use it in time calculations. All I want is a field

• Alternating columns - How to reverse order on mobile - Responsive template

  Can the order of alternating columns be reversed on mobile so that image comes before the text? Example: Desktop Row 1 column Left (image) , column right (text) Row 2 column Left (text) , column right (image) Mobile Currently Row 1 Image over text Row

• InvokeURL butchering JSON for OpenAI API calls

  My organization works with mostly educational institutions. We have a custom module called "Schools", which is the user-entered school name they put when using our service (which they enter along with their state and zip code). We want to map this to

• Custom order for Current Stage (Blueprint field)

  Hi! I suggest adding the option to set a custom order in reports for the Blueprint field ‘Current Stage’. Currently, these fields can only be sorted in ascending or descending order. Thanks!

• CRM E-mail Sync from Outlook

  We are exploring Zoho as a possible new solution for our company. We are trying to understand further on how e-mail sync works. We use outlook. Our current CRM logs anytime we e-mail a customer so we can see in the CRM the message sent to the customer.

• Run your help desk on your schedule

  In business, time is of the essence. This is especially true in a function like customer service, where KPIs such as response time and agent availability are the measures of success. Perhaps the most crucial consideration one needs to make about time is your hours of operation. These set expectations for your customer and for employees. To make communicating this information easier, we've revamped the way business hours and holiday lists work in Zoho Desk.   In order to accommodate teams that work

• The Customer Happiness REST API is broken

  1. We are unable to extract the customerHappiness ( https://desk.zoho.com/DeskAPIDocument#CustomerHappiness#CustomerHappiness_ListallcustomerHappiness) object using the ticketNumber criteria. We keep getting HTTP 429 even when we limit to 60 calls per

• Automatic Department and Employee Sync Between Zoho One and Zoho People

  Dear Zoho Support, I'm writing to propose a valuable feature request that would streamline data management and improve user experience within the Zoho ecosystem: automatic synchronization between departments and employees in Zoho One and Zoho People.

• Zoho Expense and Chase Bank Visa credit cards - Direct Feed?

  Our company uses JP Morgan Chase Visa credit cards. We can't be the first to try and use a combination of Zoho Expense + Chase Bank + Visa Credit Cards --- anyone successful with this combination? 1. The direct feed automation isn't working. When I go

• Impossibile inviare il messaggio;Motivo:554 5.1.8 Indirizzo del mittente bloccato

  " Impossibile inviare il messaggio;Motivo:554 5.1.8 Indirizzo del mittente bloccato" Hi need to send email, how can fix this? Thanks, Alice

• Image inputed in Zoho Form were displayed to small in exported version

  Good evening, my name is athallah, i am a trainee in government office Right now, i use Zoho form to digitalize an airfield monitoring form. my problem is, the image were to small to displayed in exported version. it really bad for formal presentation

• API. How do I get responses submitted to the form?

  Hi, I'm trying to retrieve a list of form responses via the API. I've created a Self Client application in API Console. What scoup should I enter? What are the endpoints? Is there documentation on this anywhere? I've wasted a lot of time searching. GPT

• Question about Zoho CRM Professional plan users

  Hello! I have a question about the Zoho CRM Professional plan. Is the pricing charged per user or per organization? Are there any free users included in this plan, or do I need to pay for each additional user separately? Thank you!

• Communicating with emojis

  On July 17, we celebrate World Emoji Day! We're a bit late 😐 sharing insights about this day. But we just couldn't let it pass without a mention 😊 because emojis have a meaningful connection with customer service 💬 🤝. We do not want to miss out on

• Changing the Default Search Criteria for Finding Duplicates

  Hey everyone, is it possible to adjust the default search criteria for finding and merging duplicate records? Right now, CRM uses some (in my opinion nonsensical) fields as search criteria for duplicate records which do nothing except dilute the results.

• Help integrating Aircall into Zoho CRM

  Hi all, We are need to get better AirCall integration into Zoho. We have configured in the Aircall dashboard but we have not done the Zoho side. We cannot see Zoho CRM information on incoming calls. And we calls and text's are not being logged. Specifically

• Shopify Extension no longer working in CRM

  Zoho CRM and Extension are no longer working properly. We have used Shopify Basic for years. All of the sudden it stopped working, then started working again, and now no longer working again. There are several ways for Personal Information to sync from

• How to keep track of bags, cans, drums of inventory?

  We buy and sell products that are packaged in bags 🛍️, cans🥫, drums🛢️, etc. with batch numbers. When we get a shipment of one of the products, how do we track we received (say) 10 cans each of 5L of a product and maybe we received 10 cans of another

• Easy third party collaboration: Zoho Flow Integration

  Third-party integrations extend your project functionality with improved workflow, and data processing. With Zoho Flow integration you can include multiple third party actions into your project or task automation. Add Zoho Flow action in Workflow rules

• Introducing Configure, Price, Quote (CPQ) in Zoho CRM | Public early access 2023

  Greetings Customers! We're excited to announce that the CPQ feature will soon be available in Zoho CRM and accessible to all accounts using the Professional, Enterprise, and Ultimate editions. We've opened this feature to select customers, and it'll be

• how to edit the converted lead records?

  so I can fetch the converted leads records using API (COQL), using this endpoint https://www.zohoapis.com/crm/v5/coql and using COQL filter Converted__s=true for some reasons I need to change the value from a field in a converted lead record. When I try

• Share Video Response Card ion Zobot

  I am using the zobot codeless bot builder in SalesIQ. I want to share a video but delay the next response card until after the video has finished playing or has been stopped. Is this possible?

• Zoho Bookings <> CRM integration

  Hello Zoho community! We are enabling our Zoho Bookings <> CRM integration. What is the workflow if the integration detects that the contact already exists in the CRM? Does it create a duplicate record? Overwrite the record? Merge the record? (in this

• Cannot reject empty expense report

  Hello, We are currently having issues with two empty expense reports where if we try to reject them, either manually or through the REST API, we get error 114016, which says some of the expenses have already been billed and must be removed. I'd appreciate

• Use of Zia within Forms

  I have noticed that recently you have added Zia to help create forms from scratch. Would it be possible to add Zia functionality to free text fields for form submissions or if this is already on the roadmap an ETA for this please? We have a lot of field

• Default in fields on Form B based on the user selection in Form A

  Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.

• Auto-sync field of lookup value

  This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

• Next Page