Custom Views, Labels, and Color-Coding in Zoho Desk

Custom Views, Labels, and Color-Coding in Zoho Desk

I've come across a custom view feature in other ticket management software that I would like to ask be implemented in Desk as it would fit quite nicely with Desk's fluid interface. Basically, it allows users to create custom "queue" views based on whatever filters they prefer (e.g., time assigned, certain selections in custom fields) and then assign label colors to specific kinds of tickets so they can easily sort/navigate the queue.

Rather than trying to describe this further, I'll provide a quick illustration of what this would look like if it were implemented in Zoho Desk (see attached screenshots):

Suppose a business has a custom field in all tickets that corresponds to a field in Zoho CRM for a contact's geographic location in the United States (West, Mid-West, East). An administrator could configure a custom view for the business that would sort tickets according to these three categorizations and differentiate the tickets according to which section of the country the contact's custom field lists with labels that are yellow corresponding to the West, Blue to the Mid-West, and green to the East. These can be sorted alphabetically or manually sorted by simply dragging boxes for the corresponding labels around in a new screen in the Sort menu in a manner that is similar to how users can rearrange custom fields in the Settings now.

If they wanted to, they could also set it up so that tickets were split into three sections with headings along with the color-coding. These could then be "sorted" by simply using a hotkey (or menu button) that activates a "Move" mode and dragging the sections around.

This could then be applied to all sorts of custom fields or even default fields such as Assignee (or Urgency) so users could quickly see their own and others' queues.

Having a feature like this enables users to customize their ticket interfaces to fit their specific use-cases and workflows in such a way that they will be able to function far more efficiently than before. Rather than having to read through all of the listed tickets, they could simply identify where they need to devote their attention or gather information about the tickets in the queue by perusing the colored labels.

Thank you for taking the time to read this.
    • Sticky Posts

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
    • Announcing the New and Improved Article Editor

      KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
    • TLS v1.2 Upgrade for Zoho Desk

      Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
    • A Bucket of Enhancements for the Customer Support Portal

      We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
    • Zoho Support - Best Practices - Ticket Queue & Response Time

      Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.

      Zoho SalesIQ Resources

            Zoho TeamInbox Resources

              Zoho DataPrep Resources

                  Zoho CRM Plus Resources

                    Zoho Books Resources

                      Zoho Subscriptions Resources

                        Zoho Desk Resources

                          Zoho Projects Resources

                            Zoho Sprints Resources

                              Qntrl Resources

                                Zoho Creator Resources

                                  Zoho WorkDrive Resources

                                      Zoho Campaigns Resources

                                        Zoho CRM Resources

                                                    Design. Discuss. Deliver.

                                                    Create visually engaging stories with Zoho Show.

                                                    Get Started Now

                                                      Zoho Show Resources

                                                        Zoho Writer Writer

                                                        Get Started. Write Away!

                                                        Writer is a powerful online word processor, designed for collaborative work.