Collaboration is an important aspect of customer support. When you need to resolve a customer issue, convey a bug in the product, or raise a feature request, you use the power of collaboration with your team to achieve the goal. For this purpose, tools that help you to get involved in the discussions and share your ideas can be very useful and time-saving.
The Team Feeds feature in Zoho Desk provides a platform where you can openly share your views and discuss matters with co-workers to speed up the customer support process. Feeds will also provide updates about important customers and tickets that you follow.
With Feeds in your Zoho Desk account, you can:
Module Type | Actions Listed in Feeds |
1. Tickets | New ticket is submitted by a customer |
| New response is received from a customer |
| New ticket is assigned to an agent |
| Ticket is assigned |
| Ticket is picked by an agent |
| Ticket is re-assigned to a different agent |
| Ticket is updated |
| Ticket is forwarded |
| Comment is added in a ticket |
| Comment is updated in a ticket |
| Ticket is closed |
| Ticket is re-opened |
| Ticket is replied to by an agent |
| Ticket is spawned from a parent |
| Spawned ticket is assigned to an agent |
| Resolution is added to a ticket |
| Resolution is deleted from a ticket |
| Tickets are merged by an agent |
| Ticket is moved between departments |
| Bug is added for a ticket |
| Bug is closed for a ticket |
| Bug is re-opened for a ticket |
2. Tasks | New task is assigned to an agent |
| Existing task is assigned |
| Task is picked by an agent |
| Task is re-assigned to a different agent |
| Task is updated |
| Task is completed |
| Task is re-opened |
3. Calls | New scheduled call is assigned to an agent |
| Existing call is assigned |
| Call is picked by an agent |
| Call is re-assigned to a different agent |
| Call is updated |
| Call is completed |
| Call is re-opened |
4. Events | New event is assigned to an agent |
| Existing event is assigned |
| Event is picked by an agent |
| Event is re-assigned to a different agent |
| Event is updated |
| Event is completed |
| Event is re-opened |
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