For Agents
Navigating Zoho Desk using the screen reader on various operating systems and browsers.
The table will help you with the right keys to navigate Zoho Desk in various browsers and operating system. Device Name Browser Name Feature Key Mac Chrome Screen Reader (Focus Indication available) Navigate with the TAB Key Tab Navigation Navigate ...Using Accessibility Controls
Agents have unique abilities and support styles. To deliver service excellence they need a help desk that accommodates these individualistic traits. The accessibility controls in Zoho Desk accomplish this by offering an equitable and optimal service ...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 ...Performing Bulk Updates in Zoho Desk
When working in Zoho Desk, you may come across the need to perform a bulk update of properties on more than 50 tickets in a list at once. For instance, you have a ticket list where you manage tickets assigned to you. You are taking time off for a ...Initiating AR Remote Sessions from Tickets
Augmented reality remote assistance provides your customers with access to expert guidance—through their smartphone or smart glass—they need to perform any task with ease. You can visually guide and collaborate with customers right from their support ...Marking a Contact as Spam
A spam contact is an unsolicited users who sends junk emails to your support email address. You typically receive a lot of unwanted emails, such as subscriptions or promotional offers from a spam contact. In such cases, you can mark the contact as ...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 ...Add Edit and Delete Calls
Calls are the most important of all customer support activities. The phone is where customer issues are received, and it is usually where they’re closed. So it is essentially an activity that must be logged. Call logging is essential to precisely ...Add, Edit and Delete Events
If you intend to schedule an activity in Zoho Desk that has a specific place, time, and duration, you must use events. By using events you and your customer support teams can keep better track of your programs and schedules. For example, If you’re ...Cloning a Zoho Desk ticket
The ticket cloning feature enables you to create a new ticket by duplicating an existing ticket. This is particularly useful when you need the same ticket to be created for different contacts or to onboard new hires enabling them to solve an existing ...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 Views to change owner or update two or ...Predefined and Custom Event Views
You could create an event for time-bound activities like meetup or demonstrations for your customers to introduce them to the newly launched feature or a product. These events can then be grouped together based on a defined set of criteria using List ...Sending outbound emails from Zoho Desk
Zoho Desk isn't made to be an email client, but that shouldn't stop you from sending that occasional holiday greeting or a thank you note to your customers. The Send as email feature enables you to do just that, allowing you to reach out to your ...Customizable Table View for Tickets
The table view displays tickets in rows and columns, as in a spreadsheet. Each row displays a ticket, and each column shows a ticket property (i.e., a field). This enables you to view the properties of tickets without having to open the ticket ...Tracking your time spent
The Time Tracking feature allows you to track time spent on tickets and activities (i.e., tasks, events and, calls) at the most granular level possible while also adding billable time entries based on predefined costs. Depending on how your ...Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...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 ...Creating Private Email Conversations
Ticket conversations are public that shows up for customers in the Help Center. But, what if you want to engage with someone without the conversation ending up in your customer's inbox? The ability to exchange private email conversations helps you in ...Using Ticket Peek
Ticket Peek is a lightweight preview screen that helps agents respond to support tickets from the ticket listing page. When an agent peeks into a ticket, they can see every interaction the support team has had with the customer, as well as the ...Updating your User Preferences
The preferences are settings and options you may select to tailor the help desk according to your needs. For example, by default article suggestions will appear when you click Reply inside a ticket. You can disable this feature under preferences so ...Initiating Remote Assistance Sessions inside Tickets
Remote assistance allows you to view and take control of remote PCs to resolve customer issues instantaneously. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, ...Creating and Using Snippets in Ticket Responses
The snippet is a handy feature that helps you add texts you often include in ticket responses quickly. The responses can be as generic as "Thank you for contacting Zylker." or as specific as "Dear Martha, This is Steve, and I'm getting in touch with ...Inviting Customers to Help Center
Although your customers can submit their tickets through various channels, they can track their status only when they have access to your Help Center. There are two ways, for your customers to access your Help Center: Create their own user account by ...Viewing your Performance Scorecard
The agent scorecard is a graphical representation of your performance in Zoho Desk. It consists of four informational tools to monitor your efficiency, service and customer support quality. Providing real-time visibility of across all support ...Star Ticket List Views in Zoho Desk
Stars are a way to mark ticket list views, as important. When you star a list view, it stays at the top of your left panel so you can access them later. You can star up to 15 pre-defined or custom list views in Zoho Desk. The views that you star are ...Using the Three-pane Ticket Interface
By default, the ticket information in Zoho Desk is displayed in two panes. You can view a ticket's properties in the left pane and its details on the right. This two-pane layout is spacious and helps you to see more information on the screen at one ...Using the Countdown Mode
The Countdown mode is where you answer your support tickets through a series of columns. Each column will display the tickets based on when they're due. By default, there are three due-based ticket columns: Overdue Tickets Due in next 1 hour Due in ...Ticket Work Modes
Work mode in Zoho Desk is where you answer your support tickets through a series of columns. Each column contains tickets that are ordered either by their due date, customer type, or status. Tickets in Work Modes will automatically move to their ...Viewing Keyboard Shortcuts
Zoho Desk provides several keyboard shortcuts that allow you to manage your help desk modules like Tickets, Activities, Knowledge base, etc. You can execute most routine tasks with simple keystrokes like replying to tickets, adding calls, navigating ...Working with Chat Sessions
The Chat Dashboard is where you can chat with visitors and view their details. When you pick up a chat, you will be redirected to the Chat Dashboard [module] in Zoho Desk. At the end of your chat session, a transcript of your conversation will be ...Filing Tickets as Bugs - Zoho BugTracker
Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal. To file a bug: Go to the ...Creating Custom Ticket List Views for Ratings
Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or ...Viewing Happiness Rating Score
To understand your customers better, you need to be attentive to them whenever you are in touch with them. Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas: Ticket Details Page Contact List & Details Page Account ...Using Handshake Mode
Manual ticket prioritization isn't just an inconvenience, it also takes valuable time away from the important tasks of your help desk. The Zoho Desk Handshake Mode orders your help desk tickets into columns based on customer type in Zoho CRM, ...Avoiding Agent Collision Over Tickets
It is quite common for an agent to start replying to a ticket without knowing that another agent is already working on it. It eventually ends up with customers receiving more than one response to their support ticket. This sort of chaos can occur not ...Community Actions: Add, Reply, Follow Topics and Convert Posts to Tickets
A support community is a forum in which you can ask questions, propose ideas or start a discussion with customers. This can be a great place to engage with your customers by responding to their questions. Also, if there is a customer who is posting ...Community Views: Dashboard and Recent Posts
Zoho Desk provides an interactive dashboard for your community, based on the metrics that matter. Your Dashboard Home Page will display metrics for all topic types in your community, as well as statistics for individual topic types such as Questions, ...Closing and Re-opening Tasks
Once you've completed a task assigned to you, you must change the status of the task as Completed. When a task is associated with a ticket, you or the other agents will update the same to your customer. To close a task: Click the Activities module. ...Set 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 in your help desk. You can neatly track and organize the numerous tasks by their working statuses. Their status can be very useful in initiating ...Next page
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