Manage tickets more efficiently with views and filters in My Area

Manage tickets more efficiently with views and filters in My Area

Greetings!


We're excited to introduce a new and improved method for handling your support tickets through the My Area section in our help center. With the introduction of views and filters, we aim to simplify the process of viewing and managing the support tickets more efficiently. Our new features are designed to streamline your ticket management experience and provide you with a more organized approach to customer support.


My Area is a unified space where users can view and manage their tickets. Recent enhancements to this section include: 
  • Predefined standard views to help locate tickets within a category.
  • Filters to help sort and locate tickets. 

Views: Enhanced ticket categorization

Located conveniently in the upper-left corner of your page, Views displays various ticket categorizations for quick reference and easy identification. The predefined standard views are:

  1. My Tickets: Keep track of your submitted tickets.
  2. Team's Tickets: Stay updated on your team's tickets and collaborate seamlessly (only applicable to agents).
  3. CC'd Tickets: Find tickets you've been CC'd on for reference and context.

Not only are the tickets categorized by owners and collaborators, but they are also sorted by their status—whether they're open, closed, on hold, or overdue.


Filters: Customizing your ticket search

Utilize filters alongside views for a more powerful organizational experience. Tailor your ticket search to your exact needs and uncover the most relevant results. Here are the three primary options you can use to filter tickets:

  1. Departments: Focus on tickets originating from specific departments, or across all departments.
  2. Channels: Filter tickets based on the communication channels where they were received— email, web, chat, forums, Twitter, or Facebook.
  3. Priority: Sort tickets by priority—high, medium, or low—to address urgent matters efficiently.

How to make the most of views and filters?

Imagine you're a customer engaging with the support team of a company called, "Zylker." Upon logging into Zylker's My Area section in the help center, you choose the My Tickets view from the Views section. To seek assistance regarding a product, you can navigate to the Filters section and opt for the Product Inquiry department. To view high priority tickets, you can further filter by selecting "High" priority. As a result, your screen now displays a focused list of high-priority tickets tied to product inquiries. This tailored approach, made possible by combining Views and Filters, ensures you can conveniently access your support tickets without the hassle of sorting through unrelated tickets.




Ready to enhance your ticket management experience? Log into My Area and explore Views and Filters for efficient ticket management.


Refer to our help doc for more details on working with My Area in the help center.


If you have any questions, feedback, or suggestions, feel free to share them with us in the comment section.


Have a great day!


Regards,

Varsha P | Zoho Desk | User Education




      • Sticky Posts

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Announcing the New and Improved Article Editor

        KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!