Activities
Adding, Editing, and Deleting Events
If you intend to schedule an activity on Zoho Desk that has a specific place, time, and duration, you need to use events. Zoho Desk's built-in event manager provides an easy way to manage your events. By using the Zoho Desk's events, you and your ...
Adding, Editing, and Deleting Calls
Calls are the most important of all customer support activities. Often agents receive customer issues over the phone and resolve them whenever possible. It's essential to log calls, as it helps to: Track the number of calls that are received and ...
Working with Tasks
A task is a specific piece of work required to be completed within a given time frame. They can either be stand-alone, such as giving product demos or sending follow-up documents, or associated with the tickets. A ticket often requires a lot of ...
Assigning and Managing Task Owner
Each task needs an owner, someone who is responsible for its completion. When you create a task, you can assign it to yourself or other agents in your team to complete it. Note that tasks also get assigned through automation rules such as workflows ...
Closing and Re-opening Tasks
Closing Tasks Task status shows the current state of a particular task. Every task has a status and it relies upon the measure already taken on the specific task. It's essential to mark the status as Completed once the task is done. When a task is ...
Setting Task Status, Due Date, and Priority
Task Status An important aspect of customer support is to keep track of all the tasks that are created on your help desk. Task status accurately reflects the current stage of your tasks, from start to finish. With task status, you can neatly track ...
Predefined and Custom Event Views
Time-bound activities like meetups, demonstrations, and customer onboarding frequently happen as part of sales activities. It's easier to find events that have similar attributes with list views. For example, you can view meetings that are scheduled ...
Predefined and Custom Activity Views
The Activities module is where you can create and keep track of all the tasks, meetings, demos, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from ...
Predefined and Custom Call Views
Call List Views are used to group your calls based on a defined set of criteria. For example, you can see a list of the calls that were missed, completed or are due today. Besides these, you can use the call list views to change a call's owner, ...
Predefined and Custom Task Views
Task list views are used to group and display tasks that meet specific criteria. For example, you can see a list of tasks that have been completed, or a list of tasks that are due today. Zoho Desk provides a list of pre-defined task views and allows ...
Searching Records in Modules
The Search option in Zoho Desk helps you locate records in different modules, such as Tickets, Customers, Articles, Products, and Activities without having to go through the entire list, thus saving time in finding them. Following options can be used ...
Marking an Activity as Spam
Activities include calls, tasks, and events associated with contacts or tickets. Each activity has vital information on the start time, duration, priority level, status, and other parameters that are accessible within the record. In this article, we ...
Working with Activities in Zoho Desk
The Activities module is where you can create and keep track of all the tasks, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an ...
Archiving Custom Views
It is typical for you to create custom list views to filter out records based on specific criteria. But what if you accumulate way too many over time. You may need to trim down the number of custom views to quickly locate and retrieve the most used ...
Add, Edit and Delete Tasks
A task is a specific piece of work required to be completed within a given time frame. Agents can create tasks that can be either associated with a ticket or stay stand-alone. Tasks are listed in the Tasks home page, and inside their corresponding ...