Spreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made a difference.
Understanding the Customer
Customer service is about showing love for customers and loving what you do. Every ticket is an opportunity to connect, solve problems, and make customers feel valued. Zoho Desk became the heart of Zylker Techfix operations to help them do just that.
The Ticket Module: A Treasure Trove of Insights
The Tickets Module records every interaction with the customer. This place helped establish relationships with customers.
The team discovered the Ticket tabs as a wealth of features to understand their customers better:
- Conversation Module held records of the ticket conversations and private comments, helping them keep an eye on interactions with the customer, ensuring no detail was missed.
- Under the Resolution Tab, they mandated recording resolution to track customer actions, ensuring every issue was resolved with care.
- The Parent-Child ticket feature linked related tickets, making it easier to see the bigger picture and provide consistent support.
- Time Entry Module kept them in track with billable hours and time spent on tickets, ensuring efficiency and transparency.
- The History Tab offered insights into past interactions, allowing agents to filter by incoming responses, outgoing replies, comments, and attachments. This was crucial for tracking ticket progress and ensuring timely resolutions.
- The Geo-Location Module is another powerful tool that works well with the Zoho Desk App. This enables to track the location of field service representatives, ensuring real-time updates and better service coordination.
- The Activity Tab helped filter activities based on specific criteria, providing a detailed view of customer interactions.
- Approval Tab facilitated streamlined approval processes, ensuring that responses requiring managerial review were promptly addressed.
- The Attachment Module helped in organizing and accessing customer-related documents easily.
Note: For early access to the Parent-child ticket feature, request here. This applies to Professional and Enterprise users only.
A Smarter Approach to Ticket Management
At times, when Zylker Techfix experienced a surge in tickets, the Ticket Detail banner on the left provided the following details on the ready-to-use extensions:
- Ticket Properties showed the customer and ticket information
- Field Predictions auto-filled customer details, saving time.
- Zoho's AI, Zia leveraged the Answer Bot to provide solutions based on the knowledge base created by the user within Zoho Desk.
- The Ticket Follower option let them keep a track of the tickets handled by them or other agents.
- The Ticket Timeline let them keep an eye on the previous cases handled for the client in the specific Department or All Department. Within a specific department, agents could also merge tickets for efficient handling.
- To ensure visibility across departments, the Share Ticket Option allowed teams to share tickets with different departments while maintaining appropriate access controls such as Full Access, Restricted Access, or Read-Only Access.
Presenting three essential extensions to stay on the go with customer service:
1. Customer Insights for Zoho Desk: Know Your Customers Better
The value of customer service grows as you gain deeper insights into your customers by understanding their experiences, emotions, and the journeys they have taken with your brand.
How well do you know your customers?
How well do you know your customers?
With Customer Insights for Zoho Desk located on the Ticket Detail panel on the left, you can access key interaction details, including response times, resolutions, the number of tickets handled, and happiness ratings. These insights help build stronger relationships and enhance service quality.
In customer service, care is more than just providing solutions.
2. Ticket Insights for Zoho Desk: A One-Shot View
Install Ticket Insights for Zoho Desk from the Marketplace Extensions to enhance your ticketing experience.
Where can you view the insights?
- Open a ticket in Zoho Desk.
- Click on the Marketplace
icon next to the Ticket Subject. - Maximize Ticket Insights for a detailed overview.
This tool gave them a one-shot view of:
- Threads: The number of incoming and outgoing threads within a ticket.
- Average Thread Handling Time: How quickly they were resolving issues.
- Ticket Module Usage: A detailed web of how each module was being utilized.
3. Ticket Status Lifecycle for Zoho Desk : At a Glance
Install this extension from Marketplace 
icon on the top right. You can view the Ticket Status Lifecycle on the Ticket Detail panel on the left.
icon on the top right. You can view the Ticket Status Lifecycle on the Ticket Detail panel on the left.The Ticket Status Lifecycle provides detailed insights into ticket status changes, including the exact time of each update and the agent responsible for the modification. These insights help identify bottlenecks and assess the efficiency of support processes.
For example, tracking the duration a ticket remaining in a particular status can highlight areas that need improvement. Additionally, the extension allows users to filter the timeline to focus on specific statuses, such as "Open", "On hold", or "Waiting on Customer", or "Pending Approval."
This level of detail ensures that support teams gain a clear and chronological understanding of each ticket’s progression, enabling more informed decision-making and process optimization.
Wrap Up
This helped Zylker Techfix capture critical information in a short time, enabling them to stay on top of their game and offer proactive support.
Zylker Techfix realized that customer service is an act of love. With Zoho Desk and its extensions like Customer Insights, Ticket Insights, and Ticket Status Lifecycle, they understood their customers better, engaged with them meaningfully, and delivered solutions that brought joy.
And so, they continued to spread love, one ticket at a time.
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
Lydia | Zoho Desk
Sticky Posts
Register 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 featuresShare 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.Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereWebinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
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
Permissões granulares por usuário além do modelo baseado exclusivamente em perfis
Atualmente, o modelo de segurança do Zoho CRM é fortemente baseado em perfis. Embora funcional, esse modelo apresenta limitações quando equipes possuem variações individuais de acesso dentro do mesmo grupo operacional. Em cenários reais, é comum que usuáriosAdd or update lookup field values during Blueprint transition
Hello everyone, During blueprint transition users can add or modify the value of a lookup field. For instance, if the Tickets module includes a lookup field that connects it to records in the Assets module, agents can link the ticket to the correct assetCan you limit SEO penalties by delaying the appearance of a pop-up?
Google is not keen on pop-ups and has got even less keen on them with the new Core Web Vitals updates. But I like using pop-ups. If you delay the pop-up so it only appears 10 seconds after the page loads, do you avoid Google’s penalties?Adding bank details to the contact through API
How to add bank-related information to the contact while creating it using API? The account number needs to be encrypted before sending it through API but not sure how to encrypt and get those values. Please guide me in this.Restrict Payment Methods
Allow us to restrict certain payment methods specific for each customer.Clone Banking Transaction
Why is there no option to CLONE a Transaction in the Banking module?? I often clone Expenses (for similar expense transactions each month) so I would also like to clone Income transactions. But there is no option in Banking to clone an existing IncomePDF limit
Hello everyone, We have received an e-mail that we have reached our PDF limit. (see screenshot) However, I cannot find any reference to a PDF limit in our tariff plan (Premium). (see screenshot). What is the maximum number of PDFs that can be generatedHow can I see content of system generated mails from zBooks?
System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.Credit Card Pre-Authorization with later Capture/Settlement
We really enjoy the convenience of being able to pay off a customer's invoice using our Auth.Net integration with Zoho Books. Unfortunately, we can only take advantage of this feature with a small percentage of our customers as it leaves a gaping holeAccessibility in Zoho CRM: Not just a feature—a way to empower
For instructions on setting up these controls, please check this help document: Configuring accessibility controls. Hello everyone, Today (December 3, 2024), on the International Day of Persons with Disabilities, we begin our journey towards a CRM thatAutomation Series #1: Round Robin vs Direct Assignment in Zoho Desk
Direct Assignment vs Round Robin: Choosing the right routing method in Zoho Desk This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confusedInvalid tax authority ID.
How do I correct this ?Pay Pal Paylater button
I am testing the paypal setup to have my customers pay invoices with paypal and credit cards. But it seems to have two options. Paypal and Pay later. I don't want my customers access to pay later feature. How can I turn that part off.. My other integrationZoho Workshops are coming to the Netherlands - Join us on 14-16 April in Amsterdam!
Dear Zoho Community Members, After succesful recent editions in the UK and Scandinavia, we’re pleased to invite you to the upcoming Zoho Benelux Workshop 2026, taking place 14–16 April 2026 in Amsterdam. This three-day, in-person event at the Park PlazaHow to install Widget in inventory module
Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?Sub form auto field population based on parent form
I have a parent form called "Sites" with a text field called "Site". I have a subform called "Design Comments" (actual form name "Review Comments") with a lookup field name "Sites1" that looks up from the Sites form. I want the Sites1 lookup field toBuilding Toppings #7 - Using schedules and workflow functions
Hello Biginners, In our previous forum post, we explored install and uninstall actions and learned how to trigger custom logic the moment a topping is added or removed from an organization. In this post, we'll look at how to automate actions during regular,Simplify scripting with Zia assistant bot
Hello everyone, Building automation using Deluge custom functions gives users flexibility and control. Traditionally, creating these functions required writing scripts, testing the logic, and validating the configuration before using it. With Zia assistantZoho Sprints iOS app update: Global view, screen capture control, file encryption, tags enhancement
Hello everyone! We are excited to introduce new features in the latest version(v2.1) of the Zoho Sprints iOS app update. Let’s take a quick look at what’s new. 1. Global view Global view brings all your project items into one centralised space. You canResource Management System built using Zoho CRM, Creator, Projects, and People:
In a Resource Management System built using Zoho CRM, Creator, Projects, and People: CRM Deal Closed → Creator Allocation Engine → Zoho Projects Task Assignment What is the recommended architecture to handle dynamic reassignment when: an employee goesRequest to Remove LinkedIn Verification from My Emai
I would like to submit a complaint regarding my Zoho Mail account. I previously used this email address to verify a LinkedIn account, but that LinkedIn account has now been closed. I need to remove or cancel the verification associated with the closedPin multiple columns and adjust column widths in CRM subforms
Hello all, Subforms act as secondary forms or tables in which you can associate multiple line items to a primary record and thereby ensure more structured and comprehensive data organization. We've made some recent enhancements to subforms. Here's what'sRemoving To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This resultsFrom Zoho CRM to Paper : Design & Print Data Directly using Canvas Print View
Hello Everyone, We are excited to announce a new addition to your Canvas in Zoho CRM - Print View. Canvas print view helps you transform your custom CRM layouts into print-ready documents, so you can bring your digital data to the physical world withAnnouncing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.
Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,CRM Percent custom fields: When will it show the % symbol and behave like %?
1. Actually Percent custom fields fail to show the % symbol. 2. When in formulas Percent fields work like number: 100 x 5% = 5 ideal world 100 x 5% = 500 what happens actually 3. When importing Percent fields the % symbol has to be removed and the dataIntroducing Color Coding of Picklist Values
Dear Everyone, Greetings!! Zoho CRM is uplifting the user experience. Recently, we had some notable aesthetic improvements in CRM like Kanban View UI enhancement, New List view UI enhancement, color coding of tags, and color coding of picklists in meetings.Where can I find the best mail backup tool for Windows?
Later this evening I found Mail Backup Tool in google. Actually I was looking for a solution to download/save emails to my local drive. As I had plenty of important data stored in my email account. So i was not in a mood to take this thing lightly. This made me curious to found any software which can help me to backup my data to hard drive. Then I found the above application which was like a gem. A complete email backup solution for Zoho Mail, Gmail, Yahoo Mail, Office 365 and more than 40+ emailMailbox storage showing incorrect usage
My mailbox shows 4.99 GB used out of 5 GB. However, actual mailbox usage is only around 394 MB. Trash and Spam are already empty. IMAP/POP is not enabled. WorkDrive is not in use. This appears to be a storage calculation issue. Please help to recalculateSuper Admin Logging in as another User
How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are workingEs posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:Option to Automatically Publish Job Openings to the Career Website via API or Workflow
Currently, when creating Job Openings using the Zoho Recruit API, the records are successfully inserted into the system. However, there is no way to automatically publish these Job Openings to the Career Website. In the Job Opening field data, there areEvaluate applicants faster: Profile Summary and Skill Sets now in Applications
Evaluating applicants often requires switching between modules to understand their skills and background. With this update, we’ve extended two capabilities directly to the Applications module: Skill Sets and Profile Summary. You can now review applicantsFree webinar: How to use passkeys with Zoho Vault
Hi everyone! Passkeys are transforming the way we sign in—making authentication safer, faster, and completely passwordless. No more memorizing complex passwords or worrying about credential theft. With Zoho Vault, you can securely manage both passwordsAdding Markdown text using Zoho Desk API into the Knowledge Base
Hi Zoho Community members, We currently maintain the documentation of out company in its website. This documentation is written in markdown text format and we would like to add it in Zoho Knowledge Base. Do you know if there is REST API functionalityIs it possible to embed Zoho Bookmarks in the Cliq sidebar?
Is there any way that each Zoho user can access their bookmarks (that live in https://bookmarks.zoho.eu/ which is technically a part of Zoho Mail) directly within Cliq? As a widget, or an item in the sidebar? My team does not use Mail, it uses Cliq allEnhancing Zia's service with better contextual responses and article generation
Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic whileLet us add Lookup fields in the Blueprint Transitions
We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selectedHow can we clear a signature field with deluge?
I would like to clear a signature field in the Edit -> On Load. I have tried input.signature = ""; input.signature = null; clear input.signature; None of the above is working. is there any other way I am missing?Online PDF Editor
Hello Team, There is a small glitch i found when i was using your online software called "PDF Editor", There is a menu bar on right side comes when we click on 3 dots for any pdf, but that entire menu has no options to choose, that is totally blank, pleaseNext Page