Yes, it is possible to retrieve deleted records. The recycle bin is a temporary storage location for deleted records in Zoho Desk. It is designed to give users the ability to retrieve any accidentally deleted records within a specific time frame.
When a record is deleted, it is not permanently removed from the system. Instead, it is moved to the recycle bin. The deleted record is stored there for 60 days or until the recycle bin is emptied. During this time, the deleted record can be restored to its original status with all the associated data intact.
Note:
To restore deleted records, follow the steps below:
Yes, you can. One way to safeguard your data is by utilizing the data backup feature, which allows you to generate a copy of your information. This backup copy can be conveniently downloaded, stored separately, and restored if necessary, providing an extra layer of protection and ensuring that your data remains secure even in unforeseen circumstances.
The following modules can be backed up:
To back up your account data, navigate to Setup > Data Administration > Data Backup.
Note:
There are several types of data backups available in Zoho Desk:
When you create a backup, all the module data, including tickets, knowledge base, contacts, accounts, etc., are saved to the downloaded file.
Click here to learn more about data backup in Zoho Desk.
In Zoho Desk, transferring large amounts of data efficiently and accurately is made easy with the import option.
Consider a scenario where a business is transitioning from an older customer support platform to Zoho Desk. Manually adding extensive information can be time-consuming and prone to errors in such a case. The import feature in Desk allows them to transfer their existing support tickets, customer contacts, and related information seamlessly. By following a few simple steps, the business can upload a prepared file containing the data they want to import. They can then map the fields in the file to the corresponding fields in the support ticket, contact, and other relevant modules. This ensures that the data is correctly aligned and transferred accurately during the import process.
Once the import is initiated, the system will proceed to populate the designated fields within the respective modules with the imported data. Businesses can then monitor the progress and verify that all the necessary information has been successfully transferred without errors or discrepancies.
To use the import option, navigate to Setup > Data administration > Import/Export.
Note:
Click here to learn more about the import functionality, checklist for import, and how to import specific data.
Businesses can streamline the process of extracting data from their systems and generate accurate and comprehensive export with the export option in Zoho Desk.
Consider a company using Zoho Desk to manage customer support tickets and track the performance of their support agents. They want to perform an in-depth analysis of their support operations and identify areas for improvement. Zoho Desk's Export Data functionality proves invaluable in this situation. By exporting the relevant data in CSV format, they can seamlessly analyze the performance of their support operations.
To use the export option, navigate to Setup > Data administration > Import/Export.
Once the data has been exported, the records will be saved in the CSV format on your local disk. The CSV file will include all the relevant fields and attributes associated with the exported records. Once the CSV file is saved on your local disk, you have the flexibility to further process the exported data according to your specific requirements.
Note:
Click here to learn more about the export functionality, checklist for export, and how to perform data exports in Zoho Desk.
In Zoho Desk, it is not possible to perform bulk actions on archived tickets. This limitation exists for a specific reason.
Archived tickets are intentionally stored separately from active tickets to keep the ticket list clutter-free and improve performance. Archiving allows you to organize and store resolved or closed tickets without permanently deleting them.
Since archived tickets are considered closed or resolved cases, performing bulk actions on them may not be necessary for most scenarios. The primary focus of bulk actions is to manage and process a large number of active tickets efficiently.
If you need to perform specific actions on archived tickets, such as updating their status or re-opening them, you would typically handle them individually. This approach ensures that you can accurately manage and address specific cases as needed.
While bulk actions are a valuable feature for managing active tickets in Zoho Desk, it is important to understand the distinction and purpose of archived tickets.
See also, Performing bulk updates and Ticket archiving.
The Bulk Actions Log in Zoho Desk provides complete insights into the bulk operations performed in your account and allows you to track and review the history of bulk actions in your Zoho Desk account effectively. It presents a detailed list of in-progress and queued bulk actions, as well as the completed ones. The log displays important information such as execution time, action type, executor, view and department names, and the current status of each action.
Let's say a customer support manager in an e-commerce company receives a high volume of support tickets everyday. To efficiently manage these tickets, the manager often needs to perform bulk actions, such as assigning multiple tickets to a specific agent or updating the status of a group of tickets.
In this scenario, the Bulk Actions Log in Zoho Desk becomes a valuable tool. It allows the manager to track and monitor the bulk actions performed within their Desk account. For instance, the manager can access the log to review which tickets were assigned to a particular agent, at what time the action was executed, and the current status of the assigned tickets.
To view bulk actions log, follow the steps given below:
For more information on performing bulk actions, refer our help article.
Yes, users with support admininistrator profile can permanently delete the records from the recycle bin in Zoho Desk.
To permanently delete records that have been previously deleted, you can follow these steps:
By following the outlined process, you can ensure that the deleted records are completely removed from your Desk account, freeing up storage space, and improving system performance.
Know more on recycle bin from our help article.
For a customized data backup of specific records, you have the option to use the "Date modified" attribute.
By entering the "Date modified after" and "Date modified until" values, you can define a specific period during which the records that were modified will be included in the backup. This option provides more flexibility and efficiency in managing your backups.
To perform custom data backup, follow the steps below:
To know more about data back functionality, refer to our help article.
Scheduling data backups is an efficient and convenient option that allows you to automate the backup process at regular intervals. By setting up a schedule, you can ensure that your data is regularly backed up without the need for manual intervention.
When you schedule a backup, the initial run will perform a full backup, which means that all data will be included. Subsequent backups, however, will only capture new and modified data since the last backup, reducing the time and resources required for each subsequent backup.
It's important to note that you can create only one scheduled backup per month. This limitation helps prevent any overlapping schedules, ensuring the smooth execution of the backup process.
In cases where you no longer require a scheduled backup, you have the option to cancel it. This gives you the flexibility to adjust your backup strategy based on changing needs. However, please be aware that once a backup is already running, it cannot be stopped until completion. Therefore, it's essential to consider the timing of your backups to avoid interruptions during critical operations.
To know more on how to initiate and stop a yearly scheduled backup, refer to our help article.
Regulators have created a legal framework called GDPR to deal with privacy. GDPR is a set of rules designed to provide EU residents with control over how companies across the world can use their personal data. As per GDPR, the data subjects (customers) have the right to control who collects their data, how it is utilized, and for how long.
Zoho Desk offers flexibility to meet customer requests for a copy of their data through the Export Data option within the product. This enables you to gather data from all or specific modules within Zoho Desk, export it, and share it with the respective customer upon request.
You have the flexibility to choose whether to export data from all modules or select specific ones based on the client's requirements. This ensures that only the relevant information is included in the exported data. Once the data export is completed, you can securely share the exported data with the customer via mail.
To export an individual's data from Zoho Desk, follow the steps below:
You can send the data file to the data subject via a secure and preferably official email account using Zoho Desk's outbound email feature.
Regulators have created a legal framework called GDPR to deal with privacy. GDPR is a set of rules designed to provide EU residents with control over how companies across the world can use their personal data. As per GDPR, the data subjects (customers) have the right to control who collects their data, how it is utilized, and for how long.
When customers request the deletion of their data, you can rely on the Delete Data functionality in Zoho Desk to fulfill their request. It allows you to initiate the deletion process for the specified client's data within the Desk account.
It's important to note that the data deleted using this option is irreversible and can't be recovered or restored. Therefore, it is crucial to exercise caution and ensure that you have accurately identified the data that needs to be removed.
To delete an individual's data in Zoho Desk, follow the steps below:
Know more on addressing data subject requests in Zoho Desk.
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