Narrative 17: The role of Zia AI in customer support
Behind the scenes of a successful ticketing system: BTS Series Narrative 17: The role of Zia AI in customer support Overview Zia in Zoho Desk is a layered AI assistant that combines generative AI, prediction, and automation to support agents, automate
Narrative 16: Simplify with workflows
Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completed
Narrative 15: Blueprint - Automate, guide, and transform your support processes
Behind the scenes of a successful ticketing system: BTS Series Narrative 15: Blueprint - Automate, guide, and transform your support processes Even organizations that deliver quality products and services can face low customer satisfaction when their
Narrative 14: The magic bazaar of Desk
Behind the scenes of a successful ticketing system: BTS Series Narrative 14: The magic bazaar of Desk Marketplace is a centralized platform where users can discover Zoho and third-party applications that can be integrated with their Desk account to facilitate
Narrative 13: Importing your data
Behind the scenes of a successful ticketing system: BTS Series Narrative 13: Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and
Narrative 12: Sandbox - Testing without the risk
Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elements
Narrative 11: Are your customers happy?
Behind the scenes of a successful ticketing system: BTS Series Narrative 11: Are your customers happy? Happiness isn't just something you experience; it's something you remember. Hear your customers' voices by enabling customer happiness ratings in Zoho
Narrative 10: Assignment Rules - Streamlining Ticket Management
Behind the scenes of a successful ticketing system: BTS Series Narrative 10: Assignment Rules - Streamlining Ticket Management In the complex world of customer support, a flood of incoming tickets can hit the help desk in seconds. Businesses must do more
Narrative 9: GC—Meaningful conversations that benefit your customers
Behind the scenes of a successful ticketing system - BTS Series Narrative 9: GC—Meaningful conversations that benefit your customers Customers often seek immediate solutions, which is why self-service options are essential. Guided Conversations provides
Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere
Behind the scenes of a successful ticketing system - BTS Series Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere The App Support Across Platforms (ASAP) add-on for Zoho Desk is an independent application that integrates
Narrative 7 - The importance of data sharing
Behind the scenes of a successful ticketing system - BTS Series Narrative 7 - The importance of data sharing Definition Data sharing requires a commitment to preserving the integrity and dependability of shared data throughout its entire lifecycle. This
Narrative 6 - The impact of rebranding
Behind the scenes of a successful ticketing system - BTS Series Narrative 6 - The impact of rebranding Every organization has invested in branding to set itself apart, and that should be reflected in the help desk. Zoho Desk enables organizations to apply
Narrative 5: The essential role of SLAs
Behind the scenes of a successful ticketing system - BTS Series Narrative 5: The essential role of SLAs Every organization that interacts with customers establishes a timeframe within which agents should respond to queries as part of a service level agreement
Narrative 4: Exploring the support channels
Behind the scenes of a successful ticketing system - BTS Series Narrative 4 - Exploring the support channels Support channels in a ticketing system refer to the various communication methods that customers use to contact a business for assistance. These
Narrative 3 - Comprehending User Management
Behind the scenes of a successful ticketing system - BTS Series Narrative 3 - Comprehending User Management User management in a ticketing system includes important aspects of how administrators oversee user access, roles, and permissions. This process
Narrative 2 - Understanding Organizational Departments
Behind the scenes of a successful ticketing system - BTS Series Narrative 2 - Understanding Organizational Departments A ticketing system's departments are essential because they provide an organized and practical framework for handling and addressing
Narrative 1 - The significance of a business account
Behind the scenes of a successful ticketing system - BTS Series Narrative 1 - The significance of a business account Setting up a proper business account is a crucial step that is often overlooked when launching a ticketing system for your service company,
Recap - Desk Story Series
In our exploration of the Wheels of Ticketing Series, we kicked things off by diving into a fundamental element of Desk Ticketing: the fields. These fields serve as the building blocks that gather essential information about tickets, customers, organisations,
Eighth Insight - Oversee module relationships with Lookups
The Wheels of Ticketing - Desk Stories Oversee module relationships with Lookups Learning about lookups A lookup field provides a powerful way to display and utilize data from another module directly within a field of your current module. This functionality
First Insight - Find your Fields
The Wheels of Ticketing - Desk Stories Find your Fields What are fields? Fields are crucial in ticketing modules that capture information about Tickets, Customers, Organizations, Products, and more. Depending on the kind of data being stored, users can
Seventh Insight - Organize your data using Modules
The Wheels of Ticketing - Desk Stories Organize your data using Modules What are Modules? Modules in Zoho Desk are powerful organizational tools that facilitate efficient help desk operations. There are eight standard modules, each designed to manage
Sixth Insight - The Hidden C in Data
The Wheels of Ticketing - Desk Stories The Hidden C in Data [Importance of clean data] Data cleaning Data cleaning ensures ticketing systems' data is accurate, consistent, and complete. This process includes eliminating duplicates, fixing errors, and
Fifth Insight - Maximize the role of Departments
The Wheels of Ticketing - Desk Stories Maximize the role of Departments What are Departments? Departments represent the various business divisions within your organization, each serving distinct functions that align with your products, geographical locations,
Fourth Insight - The power of Multi-Layouts
The Wheels of Ticketing - Desk Stories The power of Multi-Layouts In the previous insights, we have established that layouts are the foundation for a ticketing system, and fields are the building blocks for the same system. Fundamentals of layouts Fields
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
Second Insight - Let's talk Layouts
The Wheels of Ticketing - Desk Stories Let's talk Layouts What are layouts? Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as web pages