Productivity
Viewing Happiness Rating Score
Customer happiness rating helps you to understand whether your customer's needs are met regularly, at the right time, and in the right way. Customer happiness leads to: Increased customer retention. Better brand reputation. Brand advocacy. Zoho Desk ...
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 ...
Using Gamescope
Creating Games Anyone can create a game out of standard customer support scenarios. Permission Required Users with the Support Administrator profile permission can access this feature. Check Feature Availability and Limits To create a game: Click the ...
Setting up Gamescope
Life as a customer support agent can be a boring, repetitive, and thankless job. You need to deal with the negativity of customer complaints, answer the same questions day in and day out and feel completely unrewarded. Not anymore! With Zoho Desk's ...
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 ...
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 ...
Understanding Notification Center
The Notification Center enhances agent efficiency by providing real-time updates on developments that matter to the user. Positioned at the top-right corner of the interface, it ensures agents are immediately notified about important activities, ...

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