Third Insight - The Importance of Data Segregation

Third Insight - The Importance of Data Segregation

The Wheels of Ticketing - Desk Stories

The Importance of Data Segregation

Data segregation

In ticketing systems, data segregation organises data into logical groups or categories to reduce ticket backlogs and resolution time and improve the overall customer support experience.
Quote
Segregated data is useful data 

Why is data segregation vital for your ticketing system?

In a help desk environment, data segregation may involve categorizing support tickets according to factors such as customer type (e.g., VIP clients, regular users), department (e.g., sales, IT, customer service), issue type (e.g., refund, warranty) or sensitivity levels (e.g., confidential, public). This structured approach ensures that only authorised agents can access sensitive information, mitigating the risk of data breaches and safeguarding customer privacy.
 
Additionally, segregating ticket data can improve efficiency. Support agents can focus on tickets relevant to their department or expertise, leading to faster resolution times and a more streamlined workflow. It also allows management to generate more accurate reports and insights, as they can easily analyse trends and performance metrics within segregated groups.
Quote
Improves performance by reducing the amount of data users must interact with and focusing on relevant information.
Idea
In the second insight, we discussed the concept of Layouts, which provide businesses with a versatile and efficient way to implement and manage their services. Desk offers a variety of pre-built layouts and customizable templates designed to cater to different customer support requirements. The advanced multi-layout feature enables companies to quickly create compelling user experiences that accommodate multiple services at a lower cost. By leveraging these layouts and templates, businesses can significantly improve their support processes while prioritising what truly matters: their customers' satisfaction. 

A story for better interpretation

Segregate your data - A help desk story

Once upon a time, a small but dedicated team in a bustling tech company managed customer support through a ticketing system called "HelpNow." As the company grew, so did its customer base, leading to an overwhelming influx of support tickets. Although the team worked diligently, the increase in tickets created clutter. 

Once efficient, the HelpNow system became cluttered with old tickets, unresolved issues, and duplicate requests. Customer satisfaction started to decline as users waited longer for their problems to be resolved. Frustration lingered not only in the hearts of customers but also within the support team, which found it increasingly challenging to navigate the cluttered ticketing system.

One day, the lead, Monica, called for a meeting to address the urgent situation. "We need to organise our data," she announced. The team discussed various strategies, but Monica had a vision of what needed to be done—a systematic approach to decluttering their HelpNow system.

The first step involved reviewing and categorising all existing tickets. The team deleted the tickets archived for more than six months without follow-up, since they likely belonged to resolved issues. They set a clear deadline for this task, recognising that focused teamwork was integral to tackling the backlog. Each team member was assigned a category of tickets to review. They achieved this by creating custom views and sharing them with the team.

 

During this process, the team discovered an unexpected treasure trove of information. They also realised that some bugs needed urgent attention, leading to prioritised fixes for the product. With this discovery, Monica created a new layout, naming it the Bug Service Layout, and made it available for internal purposes.

 

As the organising data event continued, the team also acknowledged the importance of customer communication. They crafted an email update to inform existing customers with pending tickets about their efforts to improve support quality. Customers appreciated the transparency and felt confident that their concerns were being taken seriously.

 

After two weeks of hard work, their system was transformed. The volume of old tickets had been dramatically reduced, and the remaining tickets were prioritised and categorised effectively for quicker solutions. Customer agents could easily navigate the system and focus on resolving issues rather than wading through a resolution maze.

 

Reports generated from the organised data helped Monica and her team identify trends in customer inquiries and revamp their product support process and resources accordingly. Inspired by their findings, they implemented a new self-service help widget to empower users with immediate solutions. 

 

The results were incredible: response times dropped, customer satisfaction surged, and the support team thrived in their more organised environment. The HelpNow system became a case study in transforming mess into clarity, demonstrating the power of segregating unnecessary data to unveil the valuable.

Idea
In a ticketing system, various departments and services play crucial roles in contributing to customer support's overall efficiency and effectiveness. In Zoho Desk, multiple services in your business can be achieved using multiple layouts. You can segregate your customer tickets using departments if your company runs across numerous business units/regions and involves various support processes. By recognising the importance of each department in ticketing, businesses can create a more holistic and responsive approach to customer service. 

Summing up

Data segregation is not just a one-time effort; it requires ongoing attention to ensure the integrity and reliability of customer information. 

Establishing clear protocols and guidelines for data segregation will help agents understand their responsibilities and stay accountable for maintaining valid data. 

Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team





      • Recent Topics

      • PDF Annotation is here - Mark Up PDFs Your Way!

        Reviewing PDFs just got a whole lot easier. You can now annotate PDFs directly in Zoho Notebook. Highlight important sections, add text, insert images, apply watermarks, and mark up documents in detail without leaving your notes. No app switching. No

      • Bulk update Profile Permissions

        Dears, What should we do if we add new forms or reports and need to update more than 20 permissions? Updating them one by one feels pretty harsh, doesn’t it?

      • Feature Request - Ability to Customise Contact Info Card on Ticket Details View

        Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to

      • Customizable UI components in pages | Theme builder

        Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

      • Feature Requests - Contact Coloured Picklist Visibility & Field Visibility During Ticket Creation

        Hi Desk Team, I have 2 feature requests for you. Since Coloured Picklists are now available in Desk, It would be great if the colours were visible on the Related Details (Contact Information) when creating a ticket. In the screenshot below, I have 2 fields

      • Unify Overlapping Functionalities Across Zoho Products

        Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,

      • Filter in fields from Jira extension

        We have installed the Jira extension so we can maken Jira issues from Zoho desk. In Zoho desk I can also see the Jira issue status for example but I can not filter on this field. I would like to setup an filter showing me the closed Jira issues. How can

      • text length in list report mobile/tablet

        Is there a way to make the full text of a text field appear in the list report on mobile and tablet? With custom layouts, the text is always truncated after a certain number of characters.

      • Zoho Creator customer portal limitation | Zoho One

        I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

      • Link Contacts to Billed Accounts

        Hello, I want to do a survey on all my customers of 2025. For that I want to select all contacts linked to accounts who where billed in 2025. How to I create this link to I can then use Zoho Survey with this database of contacts?

      • Export all of our manuals from Zoho Learn in one go

        Hi, I know there's a way to export manuals in Zoho Learn, but I want to export everything in one go so it won't take so long. I can't see a way to do this, can I get some assistance or is this a feature in the pipeline? Thanks, Hannah

      • Bring Zoho Shifts Capabilities into Zoho People Shift Module

        Hello Zoho People Product Team, After a deep review of the Zoho People Shift module and a direct comparison with Zoho Shifts, we would like to raise a feature request and serious concern regarding the current state of shift management in Zoho People.

      • Historical Sales Info - Blend with Finance Invoice Line Items, Access in CRM and Desk

        My company has been using Zoho One since 2021, with sales data going back through 2020. However, we have been in business much longer, and we have historical sales information that we want to have at our fingertips when talking with customers (usually

      • Is there API Doc for Zoho Survey?

        Hi everyone, Is there API doc for Zoho Survey? Currently evaluating a solution - use case to automate survey administration especially for internal use. But after a brief search, I couldn't find API doc for this. So I thought I should ask here. Than

      • Pre-Zoho Sales Info - Best Way to Add to Desk / CRM

        My company has been using Zoho One since 2021, with sales data going back through 2020. However, we have been in business much longer, and we have historical sales information that we want to have at our fingertips when talking with customers (usually

      • Shift-Centric View for Assigning and Managing Shifts in Zoho People

        Hello Zoho People Product Team, Greetings and hope you are doing well. This feature request is related to Zoho People - please don't move it to zoho one! We would like to submit a feature request regarding the shift assignment and management view in Zoho

      • CRM function REST API response format

        Is there a way to control the JSON response returned by the CRM function REST API? If I call a function using either OAuth or an API key it returns a 200 OK response with a string in the format shown below. I am using a particular feature of an external

      • Add Employee Availability Functionality to Zoho People Shift Module

        Hello Zoho People Product Team, Greetings and hope you are doing well. We would like to submit a feature request to enhance the Zoho People Shift module by adding employee availability management, similar to the functionality available in Zoho Shifts.

      • Using MPN across multiple SKUs and inventory tracking

        I have several different SKU's that share a common MPN and would like to track inventory by MPN. SKU1 has MPN1 assigned SKU2 has MPN1 assigned Here is an example If I start with 5 of MPN 1 in stock I want each SKU1 and SKU2 to show as 5 in stock, If I

      • Unable to Access Application:

        Whenever I try to access my application from the desktop, say I am editing it and want to test something in the desktop environment I get: An error has occurred. An internal error has occurred. Please check the URL , or try refreshing the page I can edit

      • CRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more

        Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),

      • Cannot see Application from Lookup field

        Hi all, I am trying to access data for an application on our account via a lookup field; however, the application doesn't appear in the dropdown at all. Can anyone shed any light on this, please? I have asked Zoho support; however, they're just as confused,

      • Cannot see correct DNS config for mail after moving domain to another provider

        I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNS

      • Zoho CRM Meetings Module Issues

        We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

      • Zoho Books integration sync from Zoho CRM does not work

        Hi Zoho Community & Zoho Support We just tried to get a sync some products into Zoho Books from CRM using the native sync and we're getting an error: "It looks like some mandatory fields you're trying to map are empty. Please provide valid field names

      • P & L Sub-categorized accounts

        How can I show sub-categorized Income and Expense accounts on the P & L report?

      • Report showing Bill Details with Project and Sales Invoice Number

        Hi There, I am hoping that someone can help, I am looking for report that can show the bill and expense details along with project its as assigned to and the invoice number that the sales has been raised in. The goal is I can filter a customer/project

      • Advanced Payment for Inventory Items with serial numbers

        Hello, We sell equipment that we track the unique serial numbers on using Sales Orders. We can charge the customers an advanced payment, then the balance on delivery. We cannot figure out a way to do this in Books/Inventory: - Cannot part invoice a SO

      • Is it possible to restrict ZCRM user to see only custom views created by administrator

        I have segmented data in my CRM and I want to allow different users to be able to see only parts of it based on some criteria. I've tried to create and share a custom view, but then there is always an option for user to see all open lead for example.

      • Issues Logging into ZOHO

        Hello, one of my coworkers is having issues logging into ZOHO, she has requested a code when entering and the email is correct but she has not received the code. can you help us with this?

      • Google Fonts Integration in Pagesense Popup Editor

        Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

      • Add Popup Rejection Metrics to Reports

        Hello Zoho PageSense Team, We would like to request improved reporting for popup interactions. Current Limitation: PageSense currently provides conversion data, but there is no clear visibility into: Popup rejections Popup closes (✕ button clicks) Dismissals

      • Ability to Reset / Reinitialize Popup Cookies

        Hello Zoho PageSense Team, We would like to request the ability to manually reset popup cookies. Current Limitation: At the moment, it is not possible to initiate a new popup cookie from the our side. Visitors who rejected or closed a popup will not see

      • Control Popup Cookie Expiration Duration

        Hello Zoho PageSense Team, We would like to request an enhancement related to popup cookie management. Current Limitation: Currently, PageSense popup cookies remain active for 365 days, and this duration cannot be modified by us. If a visitor closes or

      • Clone / Export Popup Design Across PageSense Projects

        Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated only

      • Are there settings for hyperlinks?

        Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?

      • Automatically include all ticket attachments in the ticket resolution email

        Hello Zoho Community, We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients. The problem When a ticket is closed or resolved, Zoho Desk sends

      • adding several team members to an Opportunity

        How can we add several team members to one opportunity for collaboration? I have researched and only found something called Deal Team which I cannot find in my CRM to configure.

      • Finding text within a ticket: Expand All or Search this Ticket

        The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows

      • Books & Desk. Client mapping

        Hi, I’ve been using Zoho Books for several years and am now looking to improve my customer service. I'm experimenting with Zoho Desk and want to sync and map my client data from Zoho Books. However, it seems that mapping requires both contacts to have

      • Next Page