Team Feeds - Zoho Desk Knowledgebase

Team Feeds - The New Way to Collaborate

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:

  • Post messages to share with all of the users in your organization.
  • Tag a ticket (#ticketID) or an agent (@name) in your status messages.
  • Send private Direct Messages to your colleagues.
  • Comment on status messages and reply to private messages.
  • Close and re-open tickets and activities.
  • Receive Zoho Desk notifications for mentions and changes made to tickets in your department.
  • Receive instant mobile notification of actions that are related to you.



Working with Team Feeds
By default, Feeds are specific to the departments you have access to. Here is some information to help you understand and work with Feeds:
  • All status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning activities, etc. will be listed.
  • The feeds can be filtered based on:
    • All Feeds: View all the feeds in a department
    • Open Tickets: View feeds related to tickets that are Open in a department 
    • All Status: View the status messages and direct messages in a department
  • Mention other agents in your status messages. The mentioned agents will receive a notification by email and will be able to view the message in their Feeds wall. 
  • Follow tickets, contacts, and accounts that are important to you using the Follow button in Zoho Desk. The records you own will be automatically followed.
  • Get notifications in Zoho Desk when an agent mentions you in a comment or message, or makes changes to records that you own/follow.
  • Add and view comments to tickets you own or follow.
Below is the list of actions available under Feeds in Zoho Desk:

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

Note:
  • You can switch to All Departments to view the feeds from every department. Feeds will display the name of the department it is associated with.
  • Status messages cannot exceed 32000 characters.

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