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Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.
 
Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. 
  • If you have a business use case but not sure if Workflow is the best way to go or Blueprint, our experts are here to help.
  • Have an unique working model that Zoho Desk could fit right in, share and help others in the community learn 
  • Half way through a setup and not sure which way to go? Let our experts guide you.
Post your questions as comments below and our experts will answer them in real time on 31 January, 2020 from 6:30 - 11:30 AM PST.


Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S.: Unable to view the comment box? Use the Sign in option above to view the comment section and start posting your questions. 

Previous ATE Sessions:
  1. Ask the Experts 1: Setting up departments and multi-branding
  2. Ask the Experts 2: Advanced process automation
  3. Ask the Experts 3: Reports and Dashboards
  4. Ask the Experts 4: Agent Productivity
  5. Ask the Experts 5: Zoho Desk Extensibility
  6. Ask the Experts 6: Self-Service
  7. Ask the Experts 7: Telephony and Call Module
  8. Ask the Experts 8: Everything Zoho Desk
  9. Ask the Experts 9: Zoho Desk Mobile Apps




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Adding commentary to comments above from @Quint & @Jeff D Oakes...

I agree that phone numbers are not presented well within any program in Zoho. It would be much better to always default to having phone numbers show up in INTERNATIONAL format with the optional stand of having a space, period or dash separating the numbers (e.g. a typical US number would be +1.779.123.4567). This makes them work with click-to-call smart phones and makes them easy to read by humans for manual entry.

  • 5 years ago

@Jonathan Schroeder,

Thanks for sharing your feedback!

This is certainly on our cards. As Rajeshkannan pointed in his earlier comment, we have this work item in our plans for sure and we are already checking the feasibility to support the international phone number formats in Zoho Desk. That should help users to make use of the click-to-call and other related functionalities.

So many new product are coming out for Zoho that would be super userful for Zoho Desk. Zoho Field service, Zoho Booking come to mind. Who should we look to for a time table for these?

Is there any plan to at SMS as a full channel? As a ringcentral & Zoho Desk customer I would love to see it happen. I would imagine it would look similar to chat.

  • 5 years ago

Hi Chris,

Yes, supporting SMS as a complete channel via our channel framework is in our priority list. Definitely will look into the RingCentral SMS support too.

  • 5 years ago

Our use case requires us:
  1. to classify the help queries, questions, requests on helpdesk department tickets
  2. to record service requests for machines on service department tickets
  3. to record part orders and questions on parts department and logistics department tickets
  4. to record warranty claim queries on warranty claim department tickets
  5. to record part reclaim requests on part reclaim department tickets
All of these tickets can contain more than one part, question, request, machine etc. Unfortunately Desk doesn't support a subform structure on its ticket layouts which restrains us of the ability to easily recording a bunch of subset data per each ticket. This feature is already present on many of the other Zoho products such as Zoho CRM, Zoho Creator etc.

We have been told by the Zoho Desk support team that this feature is going to be incorporated into Desk but we still don't know when the development of this feature is going to be picked up.

Until today we have developed some solutions by our own to be able to record tickets which include multiple incidents, queries, requests etc in them. These were:
  1. Splitting tickets into sub tickets
  2. Creating multiple repeated classification fields per each departmental ticket layout
  3. Manually creating related tickets for different aspects of combined customer tickets
Of course all of these methods have their drawbacks. Ticket splitting and manual ticket creation is very time consuming and cumbersome to carry out. Also the customers get confused most of the time because they are being hailed by us with multiple tickets for their singular inquiries. Especially the "multiple repeated classification field" solution is the least practical one because it makes reporting of the ticket data almost impossible to handle. The repeated fields are handled as unique data fields by Desk which requires us to summarize them into subsets later on during the reporting and analysis phase. There are too many classification subsets and they also are being enhanced with time so we did not bother to struggle with this effort and decided to go with the "Splitting Tickets" way.

We would like to hear your solutions for similar requirements and also ask our panelists about their guidance on this topic.

  • 5 years ago

I want to further explain our subform requirements to our panelists so that the planned subform feature could be better handled by the Zoho Desk development team.

Some examples on the extreme complexities of ticket splitting for classification purposes

The customer creates a ticket where they report the failure of 3 separate components simultaneously on 3 different machines. We need to classify and record this data as separate units which means that we need to split this single ticket into 9 tickets to be able to report and to analyze it per each machine and per each part.

If we had the subform capability then we would be able to respond to this customer via a single ticket whereas we would be able to classify the problems and the related solutions of all these 9 separate components (3 parts per 3 machines) in 9 rows of subform data in the same ticket.

What I'm describing here dictates a recursive subform structure which means that we must be able to define multi level subform layouts. For example a helpdesk ticket must first have a machine serial number subform (to record multiple machines per ticket) and then a separate problem/solution classification subform layout should be linked to the machine serial number field of the serial number subform (to record multiple parts per each separate machine).

  • 5 years ago

@Deniz,

Thanks for the comprehensive explanation about the "Sub Forms" feature. This is very helpful for us to understand your requirement and we really appreciate your taking the time to share the business case in detail.

We've taken up this for further discussions. However, I don't want to set a wrong expectation here. So, we'll take some more time to analyze the case and check, how this can be worked out within Zoho Desk. Thanks again for your understanding and continual support to us.

We use the 'Comment' functionality on tickets daily - whether to provide guidance to department members, or to provide an update about the work we've done on a ticket. Regarding the comments, I have a few questions:

1) Unless a member in my department is directly tagged in a comment - there is no way to know that a comment was left on a ticket other than opening every single ticket. Is there a way to send a notification to the ticket owner anytime a comment is added to a ticket?

2) If I read a ticket (anyone in my department's ticket), changing it from bold (unread) to unbolded (read), but then someone adds a comment on a ticket I've read - it doesn't change back to bolded (unread) to notify me that a change has happened on that ticket - so I don't know to review it to see the new progress. Is there a way to bring tickets with new comments or changes since I last read the ticket to my attention?

3) Following with the above point - in addition to not becoming bolded if a comment is added on a ticket, it also does not move to the top of ticket list if I'm sorted by 'Latest First' or 'Recent Thread'. This is also the case if any change is made on a ticket - for example, if it is unassigned from a person on a team because they are out sick and reassigned back to just the team (the ticket ends up being half-way down the ticket view page, or possibly on a separate page depending on the last time the customer responded). Is it possible to sort tickets by 'Modified Time' to quickly and easily see the most recent work being completed on tickets by our department?

Hello Miranda,

1. It is possible to send a notification to the ticket owner when a new comment is added to the ticket,. We can do it via “Workflow” Rules. The below screenshot shows the trigger points in a workflow. You will be able to send alerts to the ticket owner when this action happens in a ticket. 



2. This is really a good use case. We have discussed about it internally as well. Visual indication to the agents when a new comment is added to the ticket is something we will be providing in the future. Having said that, Giving more prominence to read/unread is something we are working on. We are also working on marking a ticket as unread as well. 

3. At the moment, we are not capturing a comment added instance as a ticket modified instance (we are aware that this is much needed) if we incorporate that missing piece then we will be able to easily make the list view act as per your expectation when you sort by latest thread. We will also look into the possibility of including modified time to the list view sorting menu. 

As someone setting up integrations between Zoho and RingCentral, which is very helpful for the CRM side of things, are there any plans or workarounds for limiting the number of tickets that are generated in Desk?

For example, if I miss a call, then I get a ticket generated and assigned to me, even if that call wasn't delivered through our "<Product> Support" group extension. At the moment, it's not too much drama, but as I go from POC to production roll out, that number of Desk tickets and CRM contact points is going to get silly, as we have RingCentral set on simultaneous ringing.

  • 5 years ago

Hi Adam,

New Ticket creation for missed call is configurable and you can switch it off in RingCentral integration configuration page in Zoho Desk.

I'd like to collect ad hoc information related to tickets raised in Desk with custom apps in Creator. There is no set integration between the two. What is the simplest way to create a relationship between a ticket and a particular record in Creator?

@Bruce McDilda,

Zoho Desk supports private extensions for tickets that has the ability to pull information from Zoho Creator and display in Zoho Desk. This documentation will help you get started. We have developers who has help you with inputs as to how you can get it done effectively.  If you think you have tried this method already and need help, feel free to write to "support(at)zohodesk(dot)com"

We are just moving from Salesforce and we have a report that we are trying to replicate. Attached is a screen shot of that report.

Case type is a custom field. What is a suggested way to create this report.

Thanks!

Ashley's Report.png
Ashley's Report.png49 KB

I will try to convey my understanding , please correct if I am wrong. I believe “Case Type” is a pick list field to categorize a ticket (Case). In Zoho Desk you can achieve the same via a summary report . In summary report you can group the records based on this field value. Hence individual number of records in each value can be identified. Is this what you are looking for?  

To create a Summary Report, please check the below link. 

  • 5 years ago

It would be nice to have this exact functionality.

I waited a while on a couple of different tickets and received a custom function, which wouldn't have really done what we needed it to. This functionality is severely lacking compared to Freshdesk, which is what we migrated from. We used it to build provisioning tickets for new customer onboarding and setup. Having to manually create, manipulate, categorize, and tag multiple tickets is cumbersome compared to what we could have done before in a few simple clicks from a master template.

The ability to have ticket templates with master and child properties, as well as tag manipulation and reading would be very welcome. There is a couple things that Desk lacks on on what you can reference in views, and when building other tickets that I think it could improve on.

Last previous ticket on this for me was 35795668.

Here's the functionality that would be awesome: https://support.freshdesk.com/support/solutions/articles/224399-creating-child-tickets-using-templates

Reply to Chinmayee MishraA
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