Celebrating Thanksgiving: Honoring Customer Support Heroes with Zoho Desk
Thanksgiving is a time for gratitude, reflection, and appreciation. As we celebrate this thanksgiving, it’s important to recognize the unsung heroes of customer service—the Agents who tirelessly serve as the bridge between the organization and the customers. They play a critical role in embodying a company’s values, ensuring every customer interaction leaves a positive impression.
While technological advancements have revolutionized processes, nothing can replace the warmth of human-to-human interaction. The demands of customer service involve creating a balance between the organization and customer satisfaction. This requires agents to give their time, energy, and absolute focus.
The Challenge of Customer Support
Customer support is known to be one of the most stressful jobs globally. Agents not only solve customer queries but also represent the company’s values, often under immense pressure to meet tight deadlines and resolve complex issues. Despite their pivotal role, many agents feel underappreciated, leading to burnout and reduced morale.
ZylkerShop faced this challenge firsthand. With a growing customer base and a constant influx of queries, their support team delivered excellent resolutions. However, over time, agents felt their efforts went unnoticed, leading to exhaustion and demotivation.
Gamification: A Solution to Boost Morale
To address this, ZylkerShop’s admin explored Gamescope, a powerful feature within Zoho Desk designed to motivate agents and enhance productivity. Like the Gamification option Gamescope uses gamification principles to recognize and reward agents for their contributions.
Here’s how ZylkerShop leveraged Gamescope:
1. Setting Points and Trophies
First Response Trophy: Agents responding to tickets within five minutes received a trophy.
Quick Resolver Trophy: Agents closing tickets within an hour earned the Efficiency badge.
Happiness Rating Points: Agents achieving high customer happiness ratings were rewarded with 100 points, reinforcing the value of customer satisfaction.
2. Customizing Recognition Levels
Trophies were awarded for resolving tickets, preventing escalations, or conducting remote sessions to resolve issues quickly.
Badges were introduced to recognize agents who handled higher volumes of tickets or resolved more complex issues.
3. Encouraging Knowledge Sharing
Agents who published helpful articles for customers were awarded badges, promoting a culture of learning and knowledge sharing.
The Impact of Gamification
With these initiatives, ZylkerShop’s support team experienced a surge in motivation. Agents felt valued and appreciated, resulting in higher productivity and improved ticket resolution times. By fostering a sense of achievement, Gamescope transformed the way agents approached their roles.
Faster Ticket Resolutions: Tickets were resolved promptly, often without carryovers.
Improved Morale: Recognition boosted agent confidence and morale.
Enhanced Customer Satisfaction: A motivated team ensured customers received swift and effective solutions.
How Can You Leverage Gamescope?
If want to replicate ZylkerShop’s success, start by configuring the Gamescope option within your Zoho Desk platform. Here’s what you can do:
- Create customized trophies and badges for key milestones.
- Recognize actions like timely responses, high ratings, and innovative problem-solving.
- Use data-driven insights to refine your recognition programs continuously.
A Thank You to All Support Heroes
As we celebrate Thanksgiving, let’s honor the dedication and hard work of customer support representatives, who work tirelessly to be the bridge between the organization and customers, ensuring both parties thrive.
From all of us at Zoho Desk, we extend our heartfelt gratitude to support agents worldwide. Your efforts make all the difference.
Happy Thanksgiving from the Zoho Desk to your Desks!
Best Wishes,
The Zoho Desk Team
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Lydia | Zoho Desk
Ram Freedman
Ash | Zoho Desk
Subhash Kumar
Shivani | Zoho Desk
Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
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 isShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts 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. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Allow Multiple Scheduled Appointments with Zoho Support
Dear Zoho Team, I hope you're doing well. First, thank you for introducing the option to schedule support calls via the Zoho CRM booking link. This has been a fantastic enhancement, eliminating the need for back-and-forth coordination when schedulingPivot table with Text values - "Matrix Report"
User Story - As a user, I would like the ability to display textual data in a two-way table, matrix format (text datatypes, not numerical datatypes displayed as a dimension) One major feature missing from the Pivot tables in Zoho Analytics is the abilityDomain not usable
We have not used this domain because the Chrome systems on our office devices are not compatible with your technology. I am sorry if no one has never advised you of this. Please cancel if it has not already been canceled. Ticket# 7526594 Please seeBigin iOS, macOS and Android app update - File Cabinet
Hello Everyone! In the most recent iOS (v1.7.1) and macOS (v1.5.1) updates of the Bigin app, we have included support for the File Cabinet functionality. You can access this feature as a topping within the web app (bigin.zoho.com) and conveniently usePower of Automation :: Automatically close the associated tasks once the Issues are closed
Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. We haveMeeting vs Zoom and why we are moving
Dear Meeting team, I want to share my thoughts on Meeting vs Zoom and explain why we are moving back to Zoom for all our video conferencing, even though it is part of our Zoho One Subscription. 1). Video & Audio quality - We see a significant downgrade in video quality when using Meeting vs Zoom, even when using the same internet connections. Meeting video is blurry and not sharp compared to Zoom. Audio is also hit and miss on Meeting with frequent drop outs andImport from GoHighLevel to Zoho CRM
Has anyone been successful with this? I don't want to integrate with GoHighLevel just import/migrate everything over to Zohobooking link that expires
I have a suggestion that is crucial. When i send booking URL to clients they keep the link and they book appointment whenever they want multiple times. You should give us the Booking URL feature. We should be able to send it and the user can use it onlyAccessing Subform Data using getRecordByID
I am getting data from Zoho Creator using deluge zoho.creator.getRecordByID task, from another application. The report contains a subform, and that subform is in the detail view of the report. I do not appear to have any subform data in the JSON response,Track Contact's Employment/Account History
Thank you in advance for all of your help! Is there a way, within Zoho, to keep track of a contact's employment history? For example, if John Doe is my contact at Account 1, but leaves the company and is hired by Account 2, can I... ...maintain John Doe as a former employee under Account 1, while simultaneously listing him as a current employee of Account 2? ...view John Doe's employment history on his contact page in addition to the account he is currently associated with? I'm sure there is a wayPre-fill TO and CC fields for Email Templates
This would be a game changer to be able to set either specific email addresses or merge fields based on deal role titles into email templates. Please pass this along to *hopefully* add to future features of Zoho CRM.Leads and Deals Issue
Hi! Is Zoho having trouble today? I've been experiencing issues today. When I move a deal to closed/won, it previously would require a closing date but today the screen just went blur and the closing date did not pop up. And then under leads, I was tryingQR codes in templates
I'm excited about the new QR code generator. I have included a QR code that contains the record ID setting "${ID}" as input data. In the report detail it works perfectly but when printing it in a template the code is not shown.How do I hide all leads from Standard users in my CRM ZOHO
I want to configure my crm zoho in such a way that standard users will only see leads owned or assigned to them. How do I go about doing this? I have tried all i could, but nothing...can anyone help me?Custom view for Milestones
Hi, Just an idea for the future... would it be possible to create custom views for the Milestones view under Work Overview ? I usually need to look at this view filtered by project group but the filter doesn't remain when navigating away. A custom viewHow to Implement Time-Based Filters in Zoho Workflows?
Hi everyone, I’m looking for a workaround to implement time-based filters in Zoho workflows. Specifically, I need a workflow to trigger only within certain hours (e.g., between 10:00 AM and 8:00 PM, Sunday to Friday). Currently, Zoho workflows executeis there a better way to routinely export my project timesheets?
Hi there, I am somewhat happy with how Zoho books handles time. One thing that is missing is more user driven control over my data. I have a workflow where I constantly need to give customers feeds of work done. So I pick a project, and would ideallyPortal Default View
Hello! My company is about roll out portals for some users, but we were wondering if it was possible to set the Record Detail Page View to default to a custom view that we made. That way the information they need would be streamlined and easier to see.Does zoho rest api support token exchange from microsoft entra id token
i want to get access token from the Microsoft user token in rest api. so it is possible to exchange microsoft user access token to zoho's access token or auth token ( token should be user specific not super admin).Important: DKIM verification needed for unauthenticated email domains
Hi all, This post is to inform users who are currently using unauthenticated email domains as their sender email for their notifications. We have mandated DKIM verification for all domains used as sender email addresses for the outgoing emails by 01-Jan-2025.How do I define a weekend
I noticed the default for weekends does not seem to include Saturdays. How can i define weekends to include both Saturdays and Sundays? Thank you.Assistance Required: Custom Model Record Not Visible in Zoho CRM Sandbox
Dear Team, I hope this message finds you well. I have created a custom model in the Zoho CRM Sandbox account and am currently adding records to it using Python. While I am able to fetch the module data programmatically through Python, I am unable to seeZoho Sign Product updates - H2 2024
Hello! We have almost come to the end of 2024! Here's a list of features and enhancements that went live in the later half of the year. NOM 151 certification Witness signing Formula, conditional, and custom fields Zoho Sign's extension for Bigin by ZohoCustom Status for Purchase Orders
Currently Zoho books has functionality to create custom statuses for Sales Orders. Can this be extended to include custom status for purchase orders as well? It was a great decision to add this functionality to sales orders. Our use case is for trackingRemove Address from credit card payment
I would like to remove the need to add address when paying by credit card. I only want the customer to have to add their credit card details.Top Menu Disappeared from Blog Page
Hi, Our top menu disappeared at Blog Posts page. However, it's still visible any other page on the website. I attached two screenshots, so it can be understood clearly. How can we bring back top menu? Thanks, K.Subforms and automation
If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSMMy Zoho mail has been blocked for suspicious activity. cannot unblock it! need urgent help!
Hi, I was accessing my email on an airplane which for some reason resulted in my mail being blocked. I have managed to unblock my incoming however outgoing is still blocked. I have contacted all your support emails but it still says contact support when I try to unblock outgoing emails. Its now been over 8 days with the same issue which is really serious as I'm not able to send several business emails during this period. I have followed all your steps to unblock this and contacted your support 5Copy Widget to another Dashboard
I can see the option to clone a widget to the same dashboard but is it possible to copy it to another dashboard?Error while importing products Purchase Price: Value in the field does not match with the data type supported by us.
I am trying to import items into zoho inventory using an excel spreadsheet. I keep getting this error Purchase Price: Value in the field does not match with the data type supported by us. no matter how i format the cells this comes up and will not importQuotes Module - import data
Hello Zoho, is it possible to import Quotes records? I was trying and i have no results. Raport shows no data imported. Could you help me please how to do it?Year-End Wrap: Disconnect now; Reconnect later with Offline Mode
🎄Happy Holidays🎄 Let's say you are travelling home to spend the holiday season with your loved ones. Before you even board the train, you check your phone only to find your inbox rapidly filling with urgent emails that need your attention. There’s noExploring SalesIQ's Top Features of 2024: An Insider's Look 🔍
As we wrap up another year at Zoho SalesIQ, it's time to reflect on how far we've come. This year has been incredible for us in our journey to build a more powerful, flexible, and customer-centric engagement platform. We've introduced several featuresResource booking functionality questions
I'm exploring the resource booking functionality in Zoho Bookings for my organisation's needs. I have a few questions about the available Zoho Bookings functionalities. Is it possible to force all users to sign up for an account before they book a resource?How to create a Field with answers as Yes, No> Further if no is selected a new field to be visible to give details
Dear All, I am creating a feedback form in HR Letter. The question is were you satisfied with the work allotted. Expected answer to this is Yes, No. Further if the response is no, then a field to be give to fill more details as to why no was selected.Modify the way a phone number is shown in footer on ZOHO Booking Page
The default display of the phone number field in the footer is not customer friendly - See image below. We would like it to use the accepted standards of phone number display: +61 (0)2 88545440, or allow us to choose. At the moment ZOHO Booking sets howZoho Bookings Multilingual ?
Hello, Not sure if there is a way to do it currently, but it would be very helpful if Zoho bookings allowed multilingual translations so we could have our booking pages and notifications setup in multiple languages. Thanks,Allow customers to choose meeting venue and meeting duration on booking page
My business primarily involves one-to-one meetings with my clients. Given the hybrid-work world we now find ourselves in, these meetings can take several forms (which I think of as the meeting "venue"): In-person Zoom Phone call I currently handle theseProblem viewing document imported from google drive.
Hello, When I add a document via my google drive, it is impossible to preview it. I get the error “Files without extensions cannot be previewed. Download to view this file”. Could you please help me? Also, and this is more of a question: is there a wayTwo way sync Zoho Mail and Bookings
Hi, I know it’s possible to view Bookings appointments in Zoho Mail, but is there a way to see my Zoho Mail meetings in the Bookings calendar?Next Page