Understanding Team Collaboration with Feeds: Feed preferences, Team Feeds, and Notifications
Collaboration is an important aspect of customer support. A customer issue may require an agent to convey about a bug in the product, raise a feature request, assign a follow-up activity to another team member to resolve the ticket.
This requires strong collaboration within a department and across teams to ensure that the customer receives a timely response and resolution. A unified place where all team members can share and discuss the issues and arrive at a solution makes the process much streamlined and easier to track progress.
The Team Feeds in Zoho Desk provides such a platform. Agents can share their views and discuss matters with co-workers to speed up the customer support process. They can view all the ticket related activities in their department in a single space. Feeds will also provide updates about important customers and tickets that an agent follows.
From the Team Feeds agents can:
- Post messages to share with all users in the organization.
- Tag a ticket (#ticketID) or mention an agent (@name) in the status messages.
- Send private Direct Messages to colleagues.
- Comment on status messages and reply to private messages.
- Close and re-open tickets and activities.
- Receive Zoho Desk notifications for mentions and changes made to tickets in your department.
- Receive instant mobile notification of actions that are related to the agent.
Viewing Team Feeds
The team feeds tab is available by default for all departments. Support reps can view ticket related information and activity details in the feeds. Team Feeds is located on the Tickets homepage in the left panel under Headquarters (Navigate to the Tickets module).
Setting Feed preference for all users
The feed preference determines the information that will be displayed in the team feeds tab and the notification center.
Note: Feed preference will be toggled by default. Turning it off will disable feeds for all departments. It is recommended to disable the ticket and task feeds individually for a department when its not required. If all the feeds are disabled for a department, the Team feeds tab will not be displayed.
Feed notifications are shown for the below mentioned actions ONLY:
Tickets
- Create: New ticket is submitted by a customer
- Time based actions (Supervisor rules): For all alerts, tasks, and field updates configured in the system.
- Picked: Ticket is picked by an agent
- Update: Ticket is updated
- Closed: Ticket is closed
- Reopened: Ticket is re-opened
Tasks
- Create: New task is created
- Update: Task is updated
- Complete: Task is completed
- Reopen: Task is re-opened
To set feed preference
- Navigate to Setup > Customization > Notifications > Feed preference.
- Select the Department from the drop-down.
- Toggle the desired Feeds under Tickets and Tasks.
- Repeat the same for other departments.
Managing feed notifications by department
Support reps are often part of multiple departments and therefore receive notifications from every department. They can avoid confusion caused due to multiple alerts and stay focused on activities that are crucial by disabling certain notifications they do not want to receive.
For example, if an agent primarily works on tickets from Finance department but is also part of the Operations department as an SME and involves on rare occasions, they can disable notifications from the Operations team. Read more
Working with Team Feeds
By default, Feeds are specific to the departments. A support rep can switch the department (from the top panel) to view feeds specific to the department they are part of. Feeds are user specific, therefore they can see information according to the settings defined in the Feeds preference.
The Team feeds home screen displays three tabs:
- All Feeds: Displays status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning activities, etc.
- Feeds - Open tickets: Displays status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning activities, etc. only for the open tickets.
- Team feed posts: is a space where users can post messages, suggestions, process guideline, SOPs and tips etc. The messages and the information shared remains within the department and can be accessed by all the users who are part of the department. It can be particularly useful for onboarding support reps to a new process. They can quickly access the guidelines and troubleshooting tips, they can also get a quick solution to a problem. This acts as an internal collaborative platform where every individual can share their message with all the department members and discuss
Adding a comment or replying
From the All feeds tab support reps can reply or add a public or private comment to a ticket.
Viewing feed notifications
In addition to the Team feeds, the support reps can get alerts from the notification tab. It displays feed notifications from all the departments that a user is part of. These notifications will be shown based on the feed preferences that are selected.
The feed notifications is displayed as All by default. It can be filtered as:
- All Feeds: Displays all the feeds from across the departments.
- @Mentions: When the user is mentioned in a reply or comment, they will receive a notification by email and also view the same under notifications in their Feeds wall.
- Unread: All notifications that are unread.
- Flagged: All important notifications that are flagged.
- Marking all as read will mark remove unread notifications.
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