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I had this question before and still don't have a solution for it. We do classify our helpdesk tickets with 2-tier structured problem and solution fields (We even may create a 3. tier for some of them). Desk only allows you to define field dependencies between a single picklist to a multi select field. That's problem number one. We require the ability to map from multi select fields to multi select fields.
Even if you can live with this limitation then you have the problem of not being able to separately put the multiple values from a multi select field into their own main picklist bars on graphs. The Desk report engine does count those multiple values as comma separated unique values and creates their own bars. That's problem number two.
We have now started using a standard level Analytics account and I'm looking into the possibility of being able to create the reports that we require but this time we are being restricted by the fact of Desk not being able to allow us to use subforms on ticket layouts because again, we need to be able to select as many problems and solutions as we require on particular tickets and this means that we must define those subform fields on the layout as separate field subsets. That's problem number three.
Could you please also comment about these points on this Q&A session.
Hi,
I agree with Nick Armstrong regarding the date limit into Zoho reports, I believe should be 1 year.
I also miss a help page explaining what we can see into default dashboards parameters, etc...
Hello,
How can we get training on dashboard and reports within the context of Zoho Desk Telephony (with Kookoo)? We have never used this feature before, and we need help in understanding how everything works and how to set up and customize the dashboard.
Thank you.
Unfortunately any reports or Desk usability is limited by the lack of integration with Leads in CRM. We do not sync with our contacts as the Desk tickets are often enquiries and not customers. We prefer the Desk interface rather than a web form as it allows our operators to see who has responded to an enquiry. We do not want to sync all leads to CRM either as there can be spam. We have been asking for a while for a button in Desk that will allow an operator to choose whether or not to add a Lead to CRM.
@SPCB ,
Thank you for raising your concerns here.
We are aware that the Desk integration with Zoho CRM requires better handling of Spam contacts. Our engineers have already started working on a feature that would avoid importing Spam contacts to CRM. As soon as a contact is automatically detected as Spam on its creation, the contact would be skipped for the integration. We will keep you posted as soon as we are ready with the release.
Regarding syncing only selected leads from Desk for the CRM sync, could you please elaborate the need for this as we feel you have to depend on manual effort from your agents to look for the leads and click a button to initiate the sync process. Or are you asking for the sync to work only when a criteria is satisfied?
Look forward to your response.
Hi,
I also would like to understand why figures like First Contact resolution, can change from one period to another.
I mean as an example, a report for Full month October 2018 show diferent figures if you run the report 1st week of Jan or second week of Jan. If the reporting period is from the past, why figures should be different?
Same issue with hapiness rating, regarding hapiness, also %shown is not equal to responses calculation (see this case, showing HR of 71% while calculating 21 responses out of 30 responses is 70%.
Same can happen on the general dashboard.
Sorry this isn't related to reports and dashboards... But I was wondering if it is at all possible to use an external VOIP phone with the PhoneBridge to manage calls in Zoho Desk. Essentially, I would like to integrate our support line with Zoho Desk, but I do not want calls to be managed on the computer.
Is it possible to integrate with the PhoneBridge to enable the some of the features (i.e. associate call with a ticket, creation of a new ticket, update call duration automatically, etc...) without using the computer to answer calls, but instead using an external VOIP phone?
Thanks,
Mike
I'd love to hear more about the possibilities of using any random SIP service to integrate with Desk as well.
Thanks!
Further to my query above, at the moment CRM syncs contacts to Desk as a one way sync so that contacts in Desk do not go to CRM but if there is a contact in CRM then we can see the CRM info in Desk. If the person does not exist in CRM then we know due to the image attached as the CRM info is blank.
If the same one way sync could be possible with Leads too at the same time then we could see at a glance if a Desk contact is either a Lead or a Contact in CRM. The operator could also see that the person is a Lead and has information in CRM.
Then there would not be the need for manual lookup of the person in CRM.
We could then update a field or press a button to add the unknown contact as a Lead when required.
If the person then decides to place an order, we can make the Lead into a contact in CRM.
Hi,
Is there a report to see agent performance?
I don't see any way (default report or dashboard) where I can see each agent's response time, amount of tickets responded to, amount opened, amount closed, etc...
I'd love that functionality.
Thanks!
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Hi Deniz,
Thank you for the clear explanation about your requirements.
Providing a provision to allow mapping multi select fields to multi select fields is something we need to analyse further.
To summarise what you are looking for:
In the multi select field if you select:
Ticket1 -> Value A
Ticket2 -> Value B
Ticket3 -> Values A and B
Zoho Desk’s bar chart shows Value A = 1 , Value B = 1 and Value A&B = 1. Your expectation is to see the values as A = 2 and B = 2.
We are positive that this can be accomplished with Zoho Analytics' query tables. We will email you the steps in a couple of days and you can let us know if that helps.
Appreciate your patience.