Ask the Experts 27: Onboarding and managing support reps
Hello everyone,
We are back with our Ask the Experts (ATE) series for 2026.
This year, we bring experts to help you address customer support challenges using Zoho Desk.
For our first ATE, we are getting into the human side of customer support.
"Every support team has one." An agent who's still finding their footing three months in. A ticket that quietly buried your CSAT score. An SLA breach nobody saw coming until the customer escalated. A star performer who suddenly quit.
We are back with our Ask the Experts (ATE) series for 2026.
This year, we bring experts to help you address customer support challenges using Zoho Desk.
For our first ATE, we are getting into the human side of customer support.
"Every support team has one." An agent who's still finding their footing three months in. A ticket that quietly buried your CSAT score. An SLA breach nobody saw coming until the customer escalated. A star performer who suddenly quit.
These challenges don't always show up on dashboards, but they affect your team's work every single day.
Here are a few areas of challenge you might have as an agent or an admin managing agents:
- Onboarding and ramp-up time
- Ticket ownership and accountability
- Inconsistent skill gaps
- Ticket management across channels
- SLA breaches and escalation management
- Handling time and productivity
- Ticket ownership and ticket transfers
- Internal Collaboration and Communication
- Compliance and data handling
- Response quality and tone inconsistency
- Agent burnout and attrition
Take this opportunity to discuss with our experts how Zoho Desk can address your challenges.
This event is a live text-based discussion. It's not a webinar or meeting.
Our experts will respond to your questions for 8 hours straight.
Our experts will respond to your questions for 8 hours straight.
Ask your questions in the comments below. No registration required.
Join us from where you are | |
Thursday, March 26, 2026 | 8:30 AM – 4:30 PM GMT |
2:00 PM – 10:00 PM IST | |
10:30 AM – 6:30 PM CEST | |
2:30 PM – 8:30 PM GST | |
6:30 PM – 2:30 AM AEDT | |
1:30 AM – 9:30 AM PDT | |
Like and follow this post to stay notified of the responses and discussion in this ATE.
We look forward to hearing from you and having an insightful session, just like our Ask the Expert sessions in 2025.
We look forward to hearing from you and having an insightful session, just like our Ask the Expert sessions in 2025.
See you in the session,
Lydia | Zoho Desk
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Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 3: A 5 hour online Q&A on reports and dashboards
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