Productivity
Viewing Happiness Rating Score - New UI
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. To create a game: Click the Gamescope icon ( ) in the top bar. You will land on the Gamescope page. Click +New Game. On the Create a Game page, do the following: ...
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 ...
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 ...
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 ...
Notification Center - Everything you need to know!
One of the key influencers of an agent’s response time is the delay in getting notified of developments. Suppose an agent is typing a response to a customer. She doesn’t really know if another customer has responded on another conversation. This ...

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