Zoho Support - Best Practices - Ticket Queue & Response Time

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. The later can hold his breath with pain, but that's not the same with the other patient.

Many organizations follow different types of support levels "Gold, Platinum, Silver, etc" and response time is promised for each type of request in the Service Level Agreements. Sometimes, a Gold Customer who is in Emergency is "treated" later than the Platinum Customer who has just got a "How to" question. This is where my analogy of treating "Type of patient" is applicable.

What we do in Zoho?

In the Ticket Request form (generated out of Zoho Support Web-to-form feature), we ask customers to fill the "Type of Request" (bug, feature, general) and "How critical" is the request (emergency, can wait, need assistance). Based on these inputs, we calculate and update the Response Time required for the ticket using SLA's. Below is our support request form

The response time for each condition will vary - starting from 2hrs to 24hrs.

For example, Emergency = < 6 Hrs Response Time

Need immediate assistance = < 12hrs Hrs Response Time

Can wait = < 24 Hrs Response Time

In the home page dashboard of Zoho Support, Tickets are shown with the "Time Left out" to respond to Requests. If the Response Time is over-due, escalations are set to make sure the customer is attended to on time.

You may try this approach to enhance your customer satisfaction.



ps: Not all teams have implemented this system inside Zoho yet.
            • Sticky Posts

            • 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!
            • Zoho Support: Automate your way to Productivity using Time based Actions

              To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
            • 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
            • 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 Pagesense Resources

              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