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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 about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here.
 
In this month's ATE, we will be discussing our in-built extension that can be enabled from the Zoho Desk Marketplace. Over time, the team at Zoho Desk has built many extensions designed to increase the productivity of agents, and now is the perfect opportunity to ask questions and know how these tools can benefit you. Below is the list of the extensions that we will be talking about in this session, and they are all linked to their respective Marketplace pages. So, if you haven't checked them out yet, go ahead and do it now. Please note all these extensions are free and can be added to your account in just a click. 
The team involved in creating these extensions are panelist for this session and waiting to hear from you. Start posting your questions right-away and they will answer them on 7 May between 6:30 am to 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 answer 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. 




3 users find this useful.
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The main thing is I need to be able to see at a glance, who is handling what calls (referring to Desk).
Right now I can see who they're assigned to if we use the round robin method.

There really isn't any good visibility there. Sure I can have a tech who is fast and one who is slow. One will have a longer queue list than the other even with limits specified. The customer suffers though waiting on a callback with this system.

We need to just "Get Next Call" or "Get Next Ticket" and that is the ticket you get.
When you're on a call, I need to see you're on it - not require that you "remember" to assign it to yourself first. My techs forget all the time to do that. Its an extra unnecessary step.

They hate creating new tickets - too many fields to fill out. Most of which could be easily defaulted too.
I could ideally have a button that says "Create Ticket for XX Product" based on which products the customer owns or based on which product they have an SLA attached to.

The whole process of creating tickets is too many steps. And dates.... drop down combo box date pickers are too time consuming. Let us free form and validate the date value. I can show you where this doesn't work.

I'd like a view where I can see all calls currently "in use".
I'd like at any given point to show how long someone has been on a single call. I have some techs that just like to talk too much and end up backing up our queue over idle chat vs taking calls as quickly as they should be.

  • 4 years ago

I agree

  • 4 years ago

Hi,

Currently work is in progress to provide the list of the Live Active Calls (answered calls being handled by the agents ) with the call duration, Calls awaiting in the Queue, Recently Completed Calls, Recent Missed Calls etc . Option will also be available to filter by an agent and see how many calls he has answered on the day with the time spent on the calls. This should be available down the line and we will keep you posted on this.

Regarding auto ticket creation on answering the call and assigning it to the call answering agent, this is something we have to work on. Will have this noted.

Is there a way in Zoho Desk to get notifications in advance if a ticket hits (response) overdue?
An agent is sometimes busy and has no clear view of this. Can we report this more clearly in Zoho Desk?

  • 4 years ago

Hello Wishal Jagessar,

Using SLA escalations, you can receive notifications in advance before the ticket hits response overdue. The "Notify before" option in the escalation can be used to achieve this. Further to this, when the escalation notification is triggered, option is also available to update the ticket priority or re-assign ticket ownership as this is nearing the due time.


You can also write to support@zohodesk.com for more help and our agents will be happy to assist you with the configuration.

Hello Chinmayee,

I have multiple round robin rules to assign tickets to L1 Agents.

L1 Agents then assign tickets to L2 agents manually.

How can I create a report to identify the number of tickets worked by/assigned to L1 agents on a particular day.

Is there any extension where the intermediate assignments are also stored.

Thanks,
Siba

  • 4 years ago

Helo Siba Senapati,

If you are looking at an extension level approach to capture this information then it wouldn't be 
possible at the moment. However you can achieve this by using Custom Functions in Zoho Desk. 

You can group the agents into L1 and L2, after that using a workflow rule you can actually print the Agent Level in a custom field. You will be able to write a deluge script to match the agent level based on their email address. Post that you can create a response time or resolution time report and filter it based on the Agent Level (custom field value).

This workaround is possible when you have an Enterprise edition as it support custom function capabilities in Workflows.

If you need help in writing the Custom Function feel free to email us at support@zohodesk.com

While I like Ticket Insights, it requires a manual check to see if a customer has a currently open ticket OR where the customer has started a new ticket on the same subject as another ticket. There could be logic in desk that indicates that a customer has recent ticket and heck, even better - just use some AI to determine if they are similar and pop up a notice indicating "Customer has prior ticket that appears to be the same issues as this ticket, would you like to compare them and merge them if they are the same?"

For example, here is one from a few minutes ago - it shows a customer making a request (which came from ZOHO Forms > ZOHO Flow > ZOHO Desk) to exchange a product and then the subsequent refund issued (PayPal > Zapier > ZOHO Desk). Ideally you'd merge these two tickets together so that someone looking at this issue in the future would see that a request was made and then a refund was issued, along with any other communication in the ticket.

This multi-source communication is just very common today - facebook messages, email (via ZOHO Desk), voice mail (which is Google transcribed and in email format), text messages, etc and keeping these in one single "thread" is very useful.

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  • 4 years ago

Hi David Moore,

Your requirement is valid. The functionality to detect similar tickets and merge them isn't in our immediate road map, But we will take it as a new feature request and will work on it. Will update you once it's available. Currently you can check out the "Customer Insights" extension under desk marketplace. It displays the current stats of a particular customer which includes his "Open tickets count".Kindly use the link below to install the extension :

Print Tickets, very important, but doesn't work as it show the market

Still needs improvement.

we need an ability to customize the printing for ticket like:
1- adding table.
2- adding logo.
3- adding electronic signture for both , agent and customer.

so it will be become paper report can be send as hard copy to the customer email, or phone.

I believe it's an easy thing with Zoho huge abilities.

  • 4 years ago

Hello Francis Subervi,

Thanks for the suggestions and feedback!

We can surely add the user's Portal/Company Logo, Agent/Customer Signature, and table (if it's in the content) in the ticket print copy. We are taking this discussion with our engineering team and will update once it's available.

Regards,
Selva, Zoho Desk Team

Integration with Zoho desk with zoho creator, please

  • 4 years ago

Hello Francis Subervi,

Integration with Zoho Creator is in our road map. Kindly mail us your detailed requirements to support@zohodesk.com.

Regards,
Jaison , Zoho Desk Team

  • 4 years ago

Parent-Child Ticketing -- Not available for Indian DC, any ideas to when it shall be available?
https://prnt.sc/sck2d6

@kushagra,

Plans to incorporate 'Parent-Child Ticketing' extension to other DCs, especially Indian (IN) DC is our next priority. You can expect its release in a couple of months.

Appreciate your patience in the meantime.

Thanks,
Premalatha Raju
Zoho Marketplace

  • 4 years ago

I am wondering if you have plans to support Harvest timekeeping extensions which was recently added into Projects. We use this app for timekeeping and would be useful to be able to track tech time in Desk, just like we do in Projects.

  • 4 years ago

Hi, Team, I am in Indian DC, would like to move my Zoho Desk to US DC, will there be any downtime?
If yes how much would that be? Will, there be a loss of data (such as tickets etc.)
Will there be any issues during the integration between Zoho Desk and Zoho CRM?
Coz my Zoho Desk would be in US DC whereas Zoho CRM might be running from India DC.

The reason of migration is because India DC doesn't support Marketplace.

Data migration from one DC to another DC (eg: IN to US) will not have any substantial down time. However the actual process involves keeping couple accounts active (one in the US and another in the IN) and we will first migrate all the users , keeping one admin user active in the source account. However the rest of the users will not be able to access any data until all the data is migrated to the destination account. You will lose some of the configuration and settings during the migration but there will not be any actual data loss.

Before you decide upon this, I would like to inform that the support for marketplace in IN DC will be live in a couple of months

@jbmilan,

Currently, time tracking in Zoho Desk is served via an inbuilt option called Time Entry, which has the ability to track time spent by agents in a ticket. But yes, the time entry is limited to the Desk application alone, and the information is not carried over to other applications except for invoicing and billing.

We will look into the various use cases of integrating Harvest with Zoho Desk to effectively solve this purpose of connecting with other databases easily. Thank you for sharing your interest.

Thanks,
Premalatha Raju
Zoho Marketplace