Narrative 1 - The significance of a business account

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, whether for customer support or other services.

Your business account should be the foundation of professionalism in your customer support system. Everything else can fall apart if there isn't a solid foundation! A well-structured account can have a positive impact on every aspect of your customer interactions and your ability to scale efficiently.

A business account helps your support staff track problems, handle customer inquiries, and promptly resolve them with ease. It simplifies processes, freeing up your support staff to concentrate on what matters and provide your clients with exceptional service.

Establishing a brand 

Using an individual email address such as john.doe@zylkers.com would likely seem overly informal and unprofessional. This may cause customers to doubt your credibility. Using a branded domain, such as support@zylkers.com, on the other hand, demonstrates your professionalism and boosts brand confidence. 

For example, imagine a facility called Mercy Hospital. The organisation utilises a ticketing system connected to patientcare@mercy.org to manage all patient inquiries and appointment requests. Patients who submit issues are reassured that they're dealing with an appropriate representative of the hospital thanks to this professional approach.

Patients feel more confident and satisfied when they see a familiar and businesslike email address. It all comes down to giving them a sense of security and worth! Therefore, keep in mind that branding your communications is essential for building trust and ensuring that your ticketing system is configured correctly.

Enhanced security

Business accounts offer advanced security features, including role-based access and two-factor authentication, which are crucial for safeguarding sensitive data. Security is crucial in a hospital setting, where ticketing systems manage maintenance requests, appointment scheduling, and patient inquiries. By limiting access to patient-related tickets to authorised personnel, Mercy's business account helps ensure compliance with HIPAA regulations and protects sensitive information. These strong controls are absent from personal accounts, increasing the possibility of breaches and noncompliance.

Better collaboration

A business account facilitates easy collaboration, and ticketing systems thrive on teamwork. Teams stay in sync thanks to features like internal notes and shared inboxes. For example, Mercy Hospital's ticketing system enables the patient care team to assign tickets related to appointments to scheduling personnel while IT manages requests for equipment repairs. The centralised platform of the business account ensures effective departmental communication, which eliminates many of the hiccups and errors that personal accounts would struggle to handle.

Takeaway

The Mercy Hospital example demonstrates how a well-managed business account lays the foundation for a successful ticketing system. In addition to encouraging cooperation, it enhances professionalism, strengthens security, facilitates scalability, and ensures compliance. All of this contributes to efficient operations, customer satisfaction, and business growth.

 

In summary, you're positioning your ticketing system and your company for long-term success by investing in a dedicated business account. Don't skimp and try to use a personal account for handling tickets; give your operations the business-grade support they need.

 

Please stay tuned for more Desk behind-the-scenes series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team





        • Recent Topics

        • Suitability of Zoho One (Single User License) for Multi-State GST Compliance & Cost Analysis

          Hello Zoho Team, I am an e-commerce business owner selling on platforms like Amazon, Flipkart, and Meesho, and I'm currently using their fulfillment warehouses. I have two GSTIN registrations and am planning to register for an additional 2-3 to expand

        • add employees and customiz

          I want a Zoho software to track employees record. I logged in a demo so now I tried adding employee, first thing when I click on add employee it takes me to a page where it says add user maximum 10 users, my first doubt why users I don't want employees

        • Inactive User Auto Response

          We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

        • Zoho People Attendance Module - Split Shifts

          Hello, Our business employs a number of college students who often split their workdays between work hours and class schedules, resulting in split shifts. For example: Employee 1 works 9am to 11:30am and then leaves for class, returning to work at 3pm

        • Zoho One subscription

          we have got Zoho CRM for 3 users and we paid for the app , and we have still 9 months to go , but if we join Zoho one , does it mean the payment for that subscription would be a waste? Please help. Thanks.

        • How Zoho CRM Can Enhance Your Faucets Accessories Business Operations?

          In today's competitive market, having a reliable CRM system is crucial for managing customer relationships and streamlining business operations. For businesses in the faucets accessories niche, Zoho CRM offers powerful tools to help manage everything

        • Dashboard

          I’m currently working on a project using the Zoho IoT Cloud with an ESP32 and MQTT. I’ve successfully connected the ESP32 to Wi-Fi and MQTT, and the data from the ESP32 is displayed in the telemetry section of the cloud. However, when I try to create

        • Can i connect 2 instagram accounts to 1 brand?

          Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?

        • Zoho Forms - Improved Sub-Forms

          Hi Forms team, I'm helping a client move from JotForms to Zoho Forms and I've found another opportunity for improvement. In the below screenshot, JotForm left and Zoho Forms right. The Zoho Forms Sub-Form is quite a poor visually. There is no way to make

        • What's New in Zoho Billing | Q3 2025

          Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q3 2025. From the latest GST updates to multi-level discounting, Zia-powered report summaries, and customizable web forms, these updates are designed

        • How to Delete Personal Account Linked with My Mobile Number in past or by someone else

          How to Delete Account Created with My Mobile Number in past or by someone else This is creating issues in making or sync with my credentials mobile and email address..

        • WhatsApp Business Calling API

          Dear Zoho SalesIQ Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho SalesIQ. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need

        • Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?

          Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?

        • Marketer's Space - Going beyond basics: Smarter ecommerce marketing with Zoho Campaigns

          Hello Marketers, Welcome back to this week's Marketer's Space. In the last post, we discussed the basics of email marketing and how to get started with email marketing in ecommerce. In this part, we'll dive much deeper into some other advanced features

        • Connecting two modules - phone number

          Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is created

        • Zoho Marketing Automation 2.0 - Landing Page function not working

          Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help me

        • Unable to use Sign "You have entereed some invalid characters"

          Unable to use Sign "You have entered some invalid characters" I do not see any invalid characters. The text in "Leave a Note" is plain text which I entered directly into the field. See attached screenshot

        • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

          Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow

        • Messages not displayed from personal LinkedIn profile

          Hello. I connected both our company profile and my personal profile to Zoho social. I do see all messages from our company page but none from my private page. not even the profile is being added on top to to switch between company or private profile,

        • "Performed changes in the query is not allowed due to following reason" when adding columns or reordering data

          I'm trying to make changes to a query but every time i try to save it i get this error message. I'm not touching the data it's flagging. All I've tried to do is reorder a couple of fields and add a new one. Why won't it let me do this? It's a core query

        • Onboard new users easily with native screen recording in Zoho Projects Plus

          Communication involving both visual and audio elements tends to capture more interest among the audience. Whenever we onboard new employees to the organization, the task of engaging them in the induction sessions, and keeping the spark going in their

        • Request to Add Support for PDF Templates and More Flexibility in Email Editor

          Hi Zoho Campaigns Team, I hope you're doing well. I wanted to share some feedback and request a few improvements in the Email Template feature of Zoho Campaigns. Right now, we can create email templates using the HTML editor, which is helpful. But we’re

        • Can you stop Custom View Cadences from un-enrolling leads?

          I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence when

        • Zoho Desk Android and iOS app update: Agent detail overview

          Hello everyone! We’ve introduced agent detail overview on the Zoho Desk Android and iOS app update. With this feature, you can get a complete view of agent’s tickets, response times, logged hours (for both tickets and activities), customer happiness ratings

        • Blog Widget: Show recent blog posts on my homepage

          Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blog

        • How to iterate through excel data using zoho rpa

          I wanted to iterate or loop through excel data ( datatable). How can i do that

        • Zoho Commerce

          Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

        • Mass (Pull back) (Close WOs) (Close APs)

          Hi develop team. Just idea because Zoho FSM is great but its too manual. we have a lot of task to do every day and the system needs to have more features to automatic our tasks. I need to close several WOs, APs and Pull Back per day. Please we need mass

        • Customising Zohidesk portal default widgets

          Hello, I'm wondering how could I customise the default widgets such as "popular topics", "popular articles" using CSS or to make the tiles at the bottom match the ones that I made in the picture attached. I have made some custom widgets and edited them

        • If there’s a batch at the end, the ‘mark as inactive’ function doesn’t work.

          when my batch has a date to batch end and I "mark as inactive" he batch does not obey the status and reactivates the batch.

        • Seamless multilingual messaging and tone control in Zia IM Composer

          Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages

        • Advanced Deluge help needed with custom function and COQL limits

          I have a scheduled function that takes a snapshot of specific metrics and saves them to a custom module. However I'm struggling with the limits of COQL. I attach my full code, but an example of the issues I'm having is that it's erroring with a 'Limit

        • Tip of the Week - Conditional Formatting Chart

          Conditional formatting allows you to highlight your data series based on a pattern or a trend in your data. This makes it easy for you to identify when your data reaches certain values or when it deviates from the trend.  Zoho Analytics allows you to

        • Zoho Learn - AI Translate

          Hi Learn team, I had a situation today where I was providing training to a client team and I had written articles into their Zoho Learn to support their learning. I realised that one of the team members was a non-native English speaker and they were struggling

        • Power of Automation :: Auto-Sync Custom Date Field Between Related Tasks via Blueprint Transition

          Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

        • Introducing auto-upgrade in Zoho LandingPage

          Hi everyone, We’re excited to share an upcoming update to help you get the most out of your landing pages — the auto-upgrade option, launching on October 22, 2025. Your landing pages are designed to bring in leads, and we want to make sure you never miss

        • Workdrive comment links stopped working.

          I have marked a PDF file with 95 comments, they have worked for a while. When i clicked on them they brought me to the correct page and showed me the outline that i had drew on the plans. The comments included the page number of the outline, but now it

        • How to Bulk-Update Sales Orders in CRM

          Hi - I need to bulk update existing sales orders with dates from our ERP of when the sales orders were created. I made a date field on the Sales Order module where I want to insert that data. I can't Mass Update because I am not updating the fields to

        • Zoho ToDo in Cliq

          Our organization utilizes Zoho ToDo in the Zoho Mail Desktop app. Is there a way for these to show up in Cliq Desktop app as well?

        • 【Zoho CRM】サンドボックス機能のアップデート：カスタムビューが利用可能になりました。

          ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、サンドボックス機能のアップデートをご紹介します。 目次 1. カスタムビューとは 2. 今回の機能アップデートについて 1. カスタムビューとは カスタムビューは、ユーザーが設定した条件に基づいてデータをフィルタリング・整理し、 重要な情報へ効率的にアクセスできるようにする機能です。 「過去15日間の見込み客」や「受注間近の商談」、「特定の優先度レベルが設定された案件」など 条件を指定してわずか数クリックで設定できます。

        • Next Page