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.
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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.
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Rahul JR
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Aarti | Zoho Desk
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