Handshake Mode for Zoho CRM- Zoho Desk Knowledgebase

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, allowing your support team to focus on support.

How it works:
Handshake Mode consists of the following ticket columns, named after contact types in Zoho CRM:
  • Customers
  • Opportunities
  • Contacts/Leads
  • New 
The support tickets are quickly examined for their contact type in Zoho CRM and added to the appropriate column. Typically, a ticket's column is determined based on the contact's email address or their phone number in Zoho CRM.

Here is how the system classifies tickets in each column:
  • New - The tickets received from contacts who don't exist in Zoho CRM.
  • Contacts/Leads - The tickets received from either a Lead or a Contact in Zoho CRM.
    As a rule, a Zoho CRM Contact will not have any open or won deals.
  • Opportunities - The tickets received from customers who have one or more Open Deals in Zoho CRM.
  • Customers - Tickets that are received from customers who have one or more Won Deals.

      

Notes: 
  • Work Modes are not available on the Free edition.
  • Your company's Zoho CRM must be integrated with Zoho Desk in order to access Handshake mode. Only users with administrative permissions can set up the integration.
  • You cannot edit or delete the columns for Zoho CRM. However, one or more of these columns will be expunged when there are no tickets underneath it.
  • The columns are set to contain only Open  (and statuses mapped to Open) tickets.
  • The CRM ticket columns are department-specific.

Accessing Handshake Mode
The Handshake mode can be accessed from the Zoho Desk home page.
To access handshake mode:
  1. Click the ( ) icon in the upper-right corner of your Zoho Desk home page. 
  2. Select Handshake Mode (  ) from the drop-down menu.
You will find a sample ticket under each of the columns in the Handshake mode. These tickets are pre-programmed for the column's contact type. You can select a ticket to send a response or close them right away.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series


                                      • Digest


                                      • Functions


                                      • Meetups


                                      • Kbase


                                      • Resources


                                      • Glossary


                                      • Desk Marketplace


                                      • MVP Corner


                                      • Word of the Day


                                        Zoho Marketing Automation

                                          Zoho Sheet Resources

                                           

                                              Zoho Forms Resources


                                                Secure your business
                                                communication with Zoho Mail


                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times


                                                  Carry your calendar with you
                                                  Anytime, anywhere




                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now




                                                                  Zoho TeamInbox Resources



                                                                          Zoho DataPrep Resources



                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW


                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now







                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.



                                                                                                  • Related Articles

                                                                                                  • 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 ...
                                                                                                  • FAQs: Zoho Desk integration with Zoho CRM

                                                                                                    What is Zoho Desk? A company is customer-centric if it can provide timely and efficient customer support. To provide support, they need help desk software using which support agents can resolve customers' problems. The help desk software ensures that ...
                                                                                                  • Integrating Zoho Desk with Zoho CRM

                                                                                                    Zoho CRM integration gives your sales and support teams a holistic view of your customers by maintaining a single customer and product database which is always in sync. For the integration, you must have Administrator privileges in Zoho Desk. Also, ...
                                                                                                  • Predefined and Custom Ticket List Views

                                                                                                    List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
                                                                                                  • FAQs: Ticket Management

                                                                                                    What is a ticket and where does it originate from? Tickets are support requests that are submitted by your customers. They contain the support conversations, as well as other properties, such as priority, category, and status. Tickets can be ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace

                                                                                                      Resources

                                                                                                      Videos

                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                      eBooks

                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                      Webinars

                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                                        Zoho Show Resources