Narrative 1 - The significance of a business account
Behind the scenes of a successful ticketing system - BTS Series
Narrative 1 - The significance of a business account
Setting up a proper business account is a crucial step that is often overlooked when launching a ticketing system for your service company, whether for customer support or other services.
Your business account should be the foundation of professionalism in your customer support system. Everything else can fall apart if there isn't a solid foundation! A well-structured account can have a positive impact on every aspect of your customer interactions and your ability to scale efficiently.
A business account helps your support staff track problems, handle customer inquiries, and promptly resolve them with ease. It simplifies processes, freeing up your support staff to concentrate on what matters and provide your clients with exceptional service.
Establishing a brand
Using an individual email address such as john.doe@zylkers.com would likely seem overly informal and unprofessional. This may cause customers to doubt your credibility. Using a branded domain, such as support@zylkers.com, on the other hand, demonstrates your professionalism and boosts brand confidence.
For example, imagine a facility called Mercy Hospital. The organisation utilises a ticketing system connected to patientcare@mercy.org to manage all patient inquiries and appointment requests. Patients who submit issues are reassured that they're dealing with an appropriate representative of the hospital thanks to this professional approach.
Patients feel more confident and satisfied when they see a familiar and businesslike email address. It all comes down to giving them a sense of security and worth! Therefore, keep in mind that branding your communications is essential for building trust and ensuring that your ticketing system is configured correctly.
Enhanced security
Business accounts offer advanced security features, including role-based access and two-factor authentication, which are crucial for safeguarding sensitive data. Security is crucial in a hospital setting, where ticketing systems manage maintenance requests, appointment scheduling, and patient inquiries. By limiting access to patient-related tickets to authorised personnel, Mercy's business account helps ensure compliance with HIPAA regulations and protects sensitive information. These strong controls are absent from personal accounts, increasing the possibility of breaches and noncompliance.
Better collaboration
A business account facilitates easy collaboration, and ticketing systems thrive on teamwork. Teams stay in sync thanks to features like internal notes and shared inboxes. For example, Mercy Hospital's ticketing system enables the patient care team to assign tickets related to appointments to scheduling personnel while IT manages requests for equipment repairs. The centralised platform of the business account ensures effective departmental communication, which eliminates many of the hiccups and errors that personal accounts would struggle to handle.
Takeaway
The Mercy Hospital example demonstrates how a well-managed business account lays the foundation for a successful ticketing system. In addition to encouraging cooperation, it enhances professionalism, strengthens security, facilitates scalability, and ensures compliance. All of this contributes to efficient operations, customer satisfaction, and business growth.
In summary, you're positioning your ticketing system and your company for long-term success by investing in a dedicated business account. Don't skimp and try to use a personal account for handling tickets; give your operations the business-grade support they need.
Please stay tuned for more Desk behind-the-scenes series.
Regards,
Kavya Rao
The Zoho Desk Team
Also read:
The Wheels of Ticketing Series
- Eighth Insight - Oversee module relationships with Lookups
- Seventh Insight - Organize your data using Modules
- Sixth Insight - The Hidden C in Data
- Fifth Insight - Maximize the role of Departments
- Fourth Insight - The power of Multi-Layouts
- Third Insight - The Importance of Data Segregation
- Second Insight - Let's talk Layouts
- First Insight - Find your Fields
Access your files securely from anywhere
New to Zoho Recruit?
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
Kavya Rao Addepalli
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator 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
switching from POP3 to IMAPI do I need to change settings in Web email?
hi so I am using Outlook with My Zoho mail, also have Verizon email /AOL. they no longer support POP3 and said imapi is much better, so I want to switch my ZoHo to imapai. I googled and it said i need to change it in my account....i looked at my accountWhat functionality is new in the Z025 Spaces UI dashboard compared to the previous Zoho One dashboard?
My company is interested in creating a revamped dashboard this coming year, and are trying to weigh different platform options. The new Spaces UI is said to be a more "feature-rich" dashboard experience than the previous. Could a developer please explainCollections Management: #5 Convenience on Offer, using Self-Checkout
"Is this the right page? Oh, now, it wants my address again. Why am I being redirected?" These were the exact thoughts running through Karan's mind as he tried to subscribe to an application he genuinely liked. He clicked "Buy Now", expecting a quickUploading a signed template from Sign to Creator
Good day, Please help me on how to load a signed document back into Creator after the process has been completed in Sign. Below is the code that I am trying, pdfFile = response.toFile("SignedDocument_4901354000000372029.pdf"); info pdfFile; // AttachTip #50- A Closer Look at the Unattended Access Dashboard- 'Insider Insights'
Having complete visibility and quick access to everything you need certainly makes managing multiple remote devices a lot easier, and that is precisely what the Unattended Access Dashboard in Zoho Assist is designed to offer. Once you go to the UnattendedHow to update custom multi-user field in Zoho Projects?
I'm trying to update custom multi-user fields in Zoho Projects via a Deluge function in CRM. The code I have so far is below. It works for updating standard project fields and single-line custom fields, but it does not work to update multi-user fields.Tip of the Week #75– Manage your social media messages from a single shared inbox.
Are you tired of jumping between apps or browser tabs to reply to your business's Facebook and Instagram DMs? Handling customer messages on social media might seem simple, but switching between multiple platforms can easily lead to lost messages, duplicateZoho Map integration tasks have changed - you need to "Locate all instances of Zoho Map integration tasks in your Deluge scripts by searching for the v1 marker... before 16 January 2026"
The Zoho Map deluge integration task has been changed (as at 21 October 2025) to provide a more structured, JSON-like response. This change affects all three Zoho Map integration tasks (Geocode, Reverse Geocode, and Distance Between). More details canUsing files from Zoho CRM in Gemini/ChatGPT/Claude
Hi all, I’ve got subscriptions to Gemini and a few other AI tools which I use for tasks like data enrichment, email composition, etc. In our workflow, we often receive various documents from clients — such as process workflows, BRDs/requirement documentsZoho Analytics & Zoho Creator - Modified Time value
I'm trying to use the Zoho Creator system field 'modified time' in Zoho Analytics, but it's consistently showing 12 hours 'out' In Zoho Creator In Zoho Analytics Is this a constant difference that I just need to correct with a timezone change - or isZoho CRM - Option to create Follow-Up Task
When completing a Zoho CRM Task, it would be very helpful if there was an option to "Complete and Create Follow-Up Task" in the pop-up which appears. It could clone the task you are closing and then show it on the screen in edit mode, all the user wouldPortal For Different Apps
I found some older threads on this but didn't see anything very recent. I'm new to Zoho One so forgive me if my terminology is off a bit. I was hoping set up a single point of entry into Zoho One. So, many of the apps could be found in one single placeCalls undetected
Zoho Voice records indicate my last call ended at 6:00 PM. All incoming and outgoing calls occurred between 6:00 PM and 7:00 PM.Unable to Select Authenticated Domain as Sender
We’ve already authenticated our domain, but it’s still not appearing in the sender list when we try to run a campaign. Could you please check what might be causing this issue?Zoho Projects - Project Details on the Project Menu
Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.Introducing WhatsApp integration in Bigin
Greetings! In today's business landscape, messaging apps play a significant role in customer operations. Customers can engage with businesses, seek support, ask questions, receive personalized recommendations, read reviews, and even make purchases—allZoho Projects - Show Task List as dropdown field on Task records
Hi Project's Team, I noticed today that there is no field on a task record related to the task list it belongs to. A dropdown would be helpful for quickly moving tasks between lists while in a task. I know that you can go to "Other Actions" and chooseMy followed tickets extension is not working under the All departments view
Hi. I've installed the My followed tickets extension. However, when I try to open the extension under the all departments view, I get the following message: 'Sorry, this extension is not supported in the All Departments view.' How can I solve this pTicket Time Entry to Timesheet
The title just about sums it up. I have searched here and not found anything relevant, but If I overlooked, then please set me straight. We have staff that do nothing but close tickets in desk all day long. These tickets represent their timesheet. Is there a way to have this information sync or for a tech to go into their timesheet themselves and sync it with their tickets of the same timeframe?? We waste a ton of time doing timesheets and the old "Clock in/Clock out" isnt detailed enough for us!!Calls undetected.
The call is not showing on the call log.Calls undetected
Zoho is not reading calls made.Multi-currency and Products
One of the main reasons I have gone down the Zoho route is because I need multi-currency support. However, I find that products can only be priced in the home currency, We sell to the US and UK. However, we maintain different price lists for each.Missing information data Zoho inventory
there some missing data in Zoho inventory connection. pick list stock counts bin location we have requested it via mail and the support team doesn’t gove feedback. has anyone achieve to get these info or to ask other ya lesCalendar Events Issues
Not able to view scheduled events on my calendarExtensions 101 webinar series: Build, integrate, and monetize with extensions
Attention developers! Are you ready to take your extension development skills to the next level? We're excited to bring back the Extensions 101 webinar series with an expanded lineup of Zoho products and an introduction to more platform features. LastCustom Related List Inside Zoho Books
Hello, We can create the Related list inside the zoho books by the deluge code, I am sharing the reference code Please have a look may be it will help you. //..........Get Org Details organizationID = organization.get("organization_id"); Recordid = cm_g_a_data.get("module_record_id");Where are recordings stored?
I have hosted a couple of test meeting, used the "record" button to start and stop the recording but I am unable to find where are those recordings saved? Can anybody help? ThanksZoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights
Hello everyone, Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businessesCreate static subforms in Zoho CRM: streamline data entry with pre-defined values
Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next coupleIMAP error message in Zoho mail
I cannot send emails today. Everything fine for years until today. Get a message: "You are yet to enable IMAP for your account. Please contact your administrator". Does anyone know how to correct this?IMAP stopped working today
Hello! I've been a paid customer for more than 10 years, IMAP was always working fine. But today this is the error I've got on my iPhone: I've tried toggling the IMAP for my account (Mail -> Settings -> Mail accounts) off and on again, but that did notAre custom portals accessible on the Zoho learn smartphone app?
In other words, can users external to my organisation, once signed up, use the app in the same way as internal users? ThanksZoho Books/Inventory - Update Marketplace Sales Order via API
Hi everyone, Does anyone know if there is a way to update Sales Orders created from a marketplace intigration (Shopify in this case) via API? I'm trying to cover a scenario where an order is changed on the Shopify end and the changes must be reflectedConditional Layouts On Multi Select Field
How we can use Conditional Layouts On Multi Select Field field? Please help.Multiple columns in a form
I am evaluating Zoho Creator. However, I am seeing almost no layout control on a form. Just a basic 1 or 2 column format that is then imposed on the entire form. That's not going to work for many, many real world cases. We need multiple columns per line, and we need each line/section to occupy a single column or be able to span the columns. Someone please tell me that I'm missing something and the capability is actually there.Global search
Hi! I think it would be great to have a global search that would give you results from all records of a database, no only for a single field of a single form as we have now. Thanks!Any insights about API/v2? Having problem for a while.
I don't know why it is throwing a 404 error, my report name is correct. Has someone had this issue and how you fix it?Edit QR code with redirect to form
Guten morgen, wir haben ein Formular Reklamation_erstellen. Dort soll ein QR Code erstellt werden, der im Lieferschein angezeigt wird. Beim Scannen auf dem soll das jeweilige Formular zum BEARBEITEN geöffnet werden. Leider bekomme ich es nur so hin, dassGetting all the ingredients together for baking an app
Good day everyone. After reading a lot of the help docs and watching videos, I now started on my app. To prevent hours and hours wasted on going down the wrong track, I would like some clarification on the following. But first some background: I haveHelp Needed with Configuring ZC Microservice
I'm attempting to create a simple microservice, but am running into problems with scope and auth. Using Custom API Builder, here's my setup: 1. Method: GET 2. Auth: OAuth2 3. User Scope: All users 4. Response: Standard 5. Function: A function that returnsNext Page