Customer Module: The Contacts and Accounts Detail Page
Contacts represent individual customers or end-users who reach out for support, while Accounts refer to the organizations or companies that those contacts belong to. Both are accessible under the Customers tab in Zoho Desk. Records can be added and managed separately, and each holds specific information that helps agents better understand and support the customer—either at an individual or organizational level.
The Contacts and the Accounts detail page are divided into three panels for clarity:
- All Contacts / All Accounts - Displays other contact/account name, email, phone number, tags, and ownership details.
- Contact Properties / Account Properties - Shows all key properties such as contact/account fields, custom fields, ticket summary, and other essential information for reference.
- Contact Details / Account Details - Contains all activity-related data—tickets, calls, tasks, events, interaction timeline, and history of changes made to the record.
The detail view comprises the following tabs:
- Overview
- History
- Activities
- Ticket Interaction
- Tickets
- Time entry
- Happiness rating - Only for contacts module
- Products
- Attachments
Overview tab Section
The Overview tab provides a comprehensive summary of all support-related activity for the agent, support lead, or ticket owner. It shows how the contact has interacted with the support process—such as how many tickets they've raised, the current status of those tickets, their response time, how often they've replied, and how the support team has responded.
- All tickets: Total number of tickets associated with the contact or account, irrespective of the ticket status (open, closed, pending, or resolved).
- Open tickets: The total number of the tickets associated with a contact or account that are currently active and unresolved.
- Overdue tickets: The total number of open tickets associated with a contact or account that have crossed their due dates.
- Happiness rating: The total count of only the Good rating given by the contact or the entire account across tickets.
- Pending tickets: The list of all the tickets that are not yet resolved and are in statuses such as Open, On Hold, or In Progress. The tickets are categorized into different tabs.
.
- Traffic analysis: A donut chart that shows the percentage of tickets from each channel.
- Average handling time: The average time taken for the specific contact's tickets or for the specific account's ticket to:
- First response time – The average time taken to send the first reply after a ticket is created.
- Response time – The average time taken to send replies to every customer response throughout the ticket’s life cycle.
- Resolution time – The average time taken to resolve the ticket and close.
History tab
The History tracks all changes made to a contact or an account record. It provides a clear timeline of when updates are done and by whom they are done. It also allows to maintain transparency and accountability.
For every contact and account, you can view:
- Who performed the action.
- Date and time of the activity.
- IP address of the device from which the action was performed.
- Action type (e.g., added, updated).
- Sub-action details showing the specific changes made.
Viewing history details
Clicking on a specific record displays a breakdown :
Under Details and properties, users can view the information the contact or account owner entered at the time of creation. Also, the Previous data and Updated data values of each field are clearly indicated.
- Previous Data – the field’s value before the update.
- Updated Data – the new value after the update.
Filtering history
The History section can be filtered based on who performed the action.
- All Agents – View actions performed by any agent.
- Specific Agent Name – Select an individual agent to view only the actions they performed.
Notes:
- The History tab is available only in the Enterprise edition.
- Access to the History tab is restricted to users with the Admin profile.
Activities tab
Activities tab is where agents can keep a tab on all the calls, events, and tasks that took place in the process of resolving tickets. The activities are further grouped into 3 for further clarity.
Activities | Calls | Tasks | Events
- Upcoming Activities | Upcoming Calls | Upcoming Events | Upcoming Tasks : Activities scheduled for the future.
- All Activities | All Calls | All Events | All Tasks: A complete list of activities—past, present, and future.
- Spam Activities | Spam Class | Spam Events | Spam Tasks: Irrelevant or mistakenly logged activities marked as spam.
Ticket interaction tab
Under the Ticket Interaction tab, actions of an agent and the customer are recorded for example, reply sent by agent A, happiness rating left by the customer, comment left by agent etc.
This timeline view provides a history of the actions taken to resolve tickets linked to the contact or account, including any actions performed by the contact.
- Date and time of each activity
- Agent names who responded to the tickets
- Ticket statuses (e.g., Open, Closed, On Hold)
- Associated contact details, where applicable
Tickets tab
All the tickets that the contact or the account has submitted or are associated with will be displayed under the Ticket tab. These tickets can be filtered as All Tickets, Open Tickets, On Hold Tickets, Overdue Tickets, and Spam Tickets.
Time entry tab
The Time Entry section displays the logged time entries associated with the contact’s tickets on support activities.
Time entry can be filtered based on:
- Total time spent: Time logged for support activities.
- Total billable hours: Time marked as billable for invoicing.
- Total invoiced hours: Hours already invoiced to the contact.
- Total non-billable hours: Logged time that is not billable.
Happiness rating tab
This tab displays the feedback provided by the contact to the agent after their ticket is closed. It includes a timeline of all submitted ratings, along with the name of the agent who handled the ticket, the corresponding ticket number, and the time the rating was submitted.
Example:
- Good rating emoji - 06 Jun, 04:45 PM
Mario Luci left a rating for Henry Felix
Ticket#208 - Bad rating emoji - 06 Jun, 04:44 PM
Mario Luci left a rating for Vincent D
Ticket#TS515
Products tab
If contacts or accounts are associated with the Products module through a lookup field, the Products tab can help lookup the various products the contact or account has purchased. When looking at a contact, you can view the products that are related to it. Products can be associated with other contacts from this tab.
To add or view the products related to a contact:
- Open a contact in its detail view.
- Click the Products tab from the top panel.
Attachments tab
Agents can attach documents or notes that may be specific to the contact for reference purpose and also for their senior team members and peers who may have access to the record. for eg., agents can attach a copy of the SLA or the Contract agreement to keep all stakeholders in loop.
To attach or view files to a contact
- Open a contact in its detail view.
- Click the Attachments tab from the top panel.
- Click Add Attachment.
- Select Attach from Cloud to upload from cloud or Browse Files to upload from the device.
Access your files securely from anywhere
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