Ticket Work Modes - Zoho Desk Knowledgebase

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 appropriate column so agents can stay updated without having to hit the refresh button. There are four types of Work modes in Zoho Desk:

  • Status Mode
  • Handshake Mode
  • Countdown Mode
  • Priority Mode

Work Mode Advantages
  • Knowing the number of tickets in each of your Work Modes at any given time is the most basic, yet robust metric for managing your customer support process. You can identify and anticipate peak times as well as assign agents to help close tickets that are about to be overdue.
  • They provide a one-stop place for your agents to respond to tickets. When you open a ticket, its respective column is retained on the left panel, making it convenient for you to move on to the next ticket. You can also switch between the Work Mode columns from within the ticket's detail view. 
  • Real-time updates are the key differentiator for working with Work Modes. All ticket-related actions will be updated dynamically.
  • Work Modes can be personalized to display tickets from the Predefined and Custom ticket views in Zoho Desk. For example, you can select a Work Mode to display tickets in predefined views such as Open Tickets, Unassigned Tickets, and the like.
  • As an administrator, you can view the Work Modes of every agent.

Accessing Work Modes
Work Modes can be accessed from the home page of your Zoho Desk.
To access Work Modes:
  1. Click on the (  ) icon in the upper-right corner of your Zoho Desk home page. 
  2. Select your preferred Work Mode from the drop-down menu.
    You can choose between Status Mode, Handshake Mode, Countdown Mode, and Priority Mode.
You will find a sample ticket under each of the work mode columns. They are pre-programmed for their respective column parameters. You can select a ticket to send a response or close it right away.

Mass Actions in Work Modes
You can perform bulk updates to tickets in a Work Mode column. You can choose to assign, update, merge or delete multiple tickets all at once.
To perform mass actions:
  1. Click on the (  ) icon and select a Work Mode
  2. On the Work Mode page, select the check box(es) corresponding to the tickets you want to update.
  3. Click one of the mass action options from the column header.
  4. Confirm your action.
Notes:
  • Only users with profile permission to mass update tickets can perform this action.
  • You can merge up to three tickets in a Work Mode column.

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