Ticket Work Modes in Android
Work modes help in the prioritizing and organizing support tickets, ensuring quick resolution of customer inquiries.
Currently, Zoho Desk supports the following work modes:
- Status Mode - This mode allows users to categorize tickets based on their status as Open, On Hold, and Closed, ensuring a smooth workflow and timely resolution of customer issues. The users can also add custom status.
- Handshake Mode - The tickets are sorted based on different customer groups: existing Customers, Contacts or Leads, and New inquiries. Sorting the customers into different groups will help the support team address the specific needs of each group more effectively, providing targeted assistance.
The handshake mode is available only if the Desk account is integrated with CRM. The categories in CRM are mirrored as contacts and leads in the Desk account.
- Countdown Mode - This mode allows users to see which tickets need immediate attention, helping them prioritize. Agents can prioritize the tickets based on the time remaining for the tickets until they are due.
- Priority Mode - Tickets are categorized based on their level of urgency or importance, such as High, Medium, Low, or Other Priorities, ensuring that the critical tasks are addressed first.
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