My Area is a section in the help center that provides customers a unified space to manage their tickets. It is a repository from where they can easily track the ticket status and history. It allows you to:
By default, when a Zoho Desk account is created, the help center is split into two sections:
Users can use filters to find specific tickets that they had raised by defining criteria. For example, if a customer wants to locate a ticket from a specific channel, they can set filters for the channel and status. After applying these filters and initiating a search, the system will display a refined list of relevant tickets, making it easy for the user to identify the specific one they're interested in.
Users can view all the support tickets from various channels, communities, and Zoho Desk account. If any of the user inquiries via chat got converted to tickets by agents then those will also be listed within the help center in the respective department.
Signed in users can submit, edit, close, or even reopen their support tickets from the My Area section without leaving the help center interface.
To reopen the closed ticket at any point, open the closed ticket and click Reply in the top bar. Send the desired reply and the ticket will be opened immediately; the corresponding status will be changed to Open.
Customers can also leave comments by clicking the Comment button in the top bar. Leaving comments will not reopen the closed tickets.
Customers can type their response and save It as draft to revisit. They can edit a drafted response to modify the details. Drafts that are no longer needed can simply be deleted to reduce clutter and confusion.
My Area offers users an efficient way to locate and address support tickets through a range of views and filters. From Views, located at the upper-left corner of the page, users can access various categories of tickets, including their own tickets, their team's tickets, and those they've been CC'ed on. These tickets are organized according to their status: open, closed, on hold, or overdue. Some predefined views are: my overdue requests, cc'd requests, and cc'd closed request.
To ensure a tailored ticket-search experience, users can also apply filters to their selected view. Starting with the View itself as the foundation, users can then layer on filters to refine their ticket search further. This approach not only streamlines the process but also ensures that users receive the most relevant results.
Tickets can be filtered based on the following parameters: :
Note:
By default, the ticket view begins with All Departments and All Channels. Users can define the criteria in filters and views to find the desired tickets. For example, a customer can narrow down their tickets by selecting Technical Support as the department and Email as the communication channel. After applying these filters, they will see a customized view that displays only technical support tickets sent through email.
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