Spreading Love, One Ticket at a Time

Spreading Love, One Ticket at a Time

At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made a difference.
Understanding the Customer
Customer service is about showing love for customers and loving what you do. Every ticket is an opportunity to connect, solve problems, and make customers feel valued. Zoho Desk became the heart of Zylker Techfix operations to help them do just that.
The Ticket Module: A Treasure Trove of Insights
The Tickets Module records every interaction with the customer. This place helped establish relationships with customers. 
The team discovered the Ticket tabs as a wealth of features to understand their customers better:
  • Conversation Module held records of the ticket conversations and private comments, helping them keep an eye on interactions with the customer, ensuring no detail was missed.
  • Under the Resolution Tab, they mandated recording resolution to track customer actions, ensuring every issue was resolved with care.
  • The Parent-Child ticket feature linked related tickets, making it easier to see the bigger picture and provide consistent support.
  • Time Entry Module kept them in track with billable hours and time spent on tickets, ensuring efficiency and transparency. 
  • The History Tab offered insights into past interactions, allowing agents to filter by incoming responses, outgoing replies, comments, and attachments. This was crucial for tracking ticket progress and ensuring timely resolutions.
  • The Geo-Location Module is another powerful tool that works well with the Zoho Desk App. This enables to track the location of field service representatives, ensuring real-time updates and better service coordination. 
  • The Activity Tab helped filter activities based on specific criteria, providing a detailed view of customer interactions.
  • Approval Tab facilitated streamlined approval processes, ensuring that responses requiring managerial review were promptly addressed. 
  • The Attachment Module helped in organizing and accessing customer-related documents easily.
NotesNote: For early access to the Parent-child ticket feature, request here. This applies to Professional and Enterprise users only.



A Smarter Approach to Ticket Management
At times, when Zylker Techfix experienced a surge in tickets, the Ticket Detail banner on the left provided the following details on the ready-to-use extensions:
  • Ticket Properties showed the customer and ticket information
  • Field Predictions auto-filled customer details, saving time.
  • Zoho's AI, Zia leveraged the Answer Bot to provide solutions based on the knowledge base created by the user within Zoho Desk.
  • The Ticket Follower option let them keep a track of the tickets handled by them or other agents.
  • The Ticket Timeline let them keep an eye on the previous cases handled for the client in the specific Department or All Department. Within a specific department, agents could also merge tickets for efficient handling.
  • To ensure visibility across departments, the Share Ticket Option allowed teams to share tickets with different departments while maintaining appropriate access controls such as Full Access, Restricted Access, or Read-Only Access.
How would you love it if you could see all the insights in one place?
Presenting three essential extensions to stay on the go with customer service:
1. Customer Insights for Zoho Desk: Know Your Customers Better
The value of customer service grows as you gain deeper insights into your customers by understanding their experiences, emotions, and the journeys they have taken with your brand.
How well do you know your customers?
With Customer Insights for Zoho Desk located on the Ticket Detail panel on the left, you can access key interaction details, including response times, resolutions, the number of tickets handled, and happiness ratings. These insights help build stronger relationships and enhance service quality.
In customer service, care is more than just providing solutions.



Install Ticket Insights for Zoho Desk from the Marketplace Extensions to enhance your ticketing experience.
Where can you view the insights?
  1. Open a ticket in Zoho Desk.
  2. Click on the Marketplace  icon next to the Ticket Subject.
  3. Maximize Ticket Insights for a detailed overview.
This tool gave them a one-shot view of:
  • Threads: The number of incoming and outgoing threads within a ticket.
  • Average Thread Handling Time: How quickly they were resolving issues.
  • Ticket Module Usage: A detailed web of how each module was being utilized.
Install this extension from Marketplace  icon on the top right. You can view the Ticket Status Lifecycle on the Ticket Detail panel on the left.
The Ticket Status Lifecycle provides detailed insights into ticket status changes, including the exact time of each update and the agent responsible for the modification. These insights help identify bottlenecks and assess the efficiency of support processes.
For example, tracking the duration a ticket remaining in a particular status can highlight areas that need improvement. Additionally, the extension allows users to filter the timeline to focus on specific statuses, such as "Open", "On hold", or "Waiting on Customer", or "Pending Approval."
This level of detail ensures that support teams gain a clear and chronological understanding of each ticket’s progression, enabling more informed decision-making and process optimization.

Wrap Up 
This helped Zylker Techfix capture critical information in a short time, enabling them to stay on top of their game and offer proactive support.
Zylker Techfix realized that customer service is an act of love. With Zoho Desk and its extensions like Customer Insights, Ticket Insights, and  Ticket Status Lifecycle, they understood their customers better, engaged with them meaningfully, and delivered solutions that brought joy.
And so, they continued to spread love, one ticket at a time.



      • Sticky Posts

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Tip #1: Learn to pick the right channels

        Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

      • Welcome to Zoho Desk Community - Say hello here!

        Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

      • Webinar 1: Blueprint for Customer Service

        With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

        • Recent Topics

        • Blueprint or Validation Rules for Invoices in Zoho Books

          Can I implement Blueprint or Validation Rules for Invoices in Zoho Books? Example, use case could be, Agent confirms from client that payment is done, but bank only syncs transactions tomorrow. in this case, Agent can update invoice status to done, and

        • Creator roadmap for the rest of 2022

          Hi everyone, Hope you're all good! Thanks for continuing to make this community engaging and informative. Today we'd like to share with you our plans for the near future of Creator. We always strive to strike a good balance of features and enhancements

        • How can I get base64 string from filecontent in widget

          Hi, I have a react js widget which has the signature pad. Now, I am saving the signature in signature field in zoho creator form. If I open the edit report record in widget then I want to display the Signature back in signature field. I am using readFile

        • Default Value on a Number

          Hi, I would be nice to also be able to set the Default Value for a Number Field, not just the Initial Value shown, so if not on the screen so not enetred it can have a value of 0 for example. Thanks Dan

        • Add Setting Values to the Rules

          Hi, It would be great to use the rules to set values in fields for submission, such as if a Type is X then set the Field Y to 10. Thanks Dan

        • So we ran with it for the week

          In our company i bit the bullet and ran with FSM for a whole week. Service calls, deliveries and surveys. Covering about 30-120 miles a day to domestic properties. Loved the appointment list and satnav integration. Loved the timer to measure the appointments.

        • Is there a way to set Document Owner/Sender via the API

          When sending requests for zoho sign, it would seem zoho uses the id of the person that created the zoho api cred to determine the owner_id, is there a way to set a default for this?

        • What's New - September 2025 | Zoho Backstage

          September has been a different month for Zoho Backstage. Instead of rolling out a long list of new features, we focused on something just as important: Performance, reliability, and stability The event season is in full swing, and organizers are running

        • Prevent stripping of custom CSS when creating an email template?

          Anyone have a workaround for this? Zoho really needs to hire new designers - templates are terrible. A custom template has been created, but every time we try to use it, it strips out all the CSS from the head.  IE, we'll define the styles right in the <head> (simple example below) and everything gets stripped (initially, it saves fine, but when you browse away and come back to the template, all the custom css is removed). <style type="text/css"> .footerContent a{display:block !important;} </style>

        • link to any Belgian bookkeeping software?

          Hello, Does anyone on this Forum can help me with the question whether the ZOHO CRM (Invoices) or ZOHO Book can be linked to software that is used for Belgian Bookkeeping/accountancy? By linking, I mean either with the help of a middleware program or either by the ability to export the custom made reports as CSV-files... If someone has an experience with online CRM-Accountancy in Belgium, with ZOHO (or other), it would be great to read it... Thank you

        • marketing automation

          wants to know about the zoho marketing automation

        • Create custom rollup summary fields in Zoho CRM

          Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were

        • Problems with email templates (HTML - Outlook)

          Hi there, I've been trying to create a newsletter from the template "Business 4". Everything looks great in the preview, but when I send it to my Outlook inbox, the layout doesn't seems to stick. More particularly: - The line-height is way more reduced, even though I used the line-height tool from the template - Columns but they are sometimes misaligned - Font size is not always the one I've selected. Could you help? Thanks!

        • Zoho CRM IP Addresses to Whitelist

          We were told to whitelist IP addresses from Zoho CRM.  (CRM, not Zoho Mail.) What is the current list of IP Addresses to whitelist for outbound mail? Is there a website where these IP addresses are published and updated?  Everything I could find is over

        • How to create a drop down menu in Zoho Sheets

          I am trying to find out, how do I create a drop down option in Zoho sheet. I tried Data--> Data Validation --> Criteria --> Text  --> Contains. But that is not working, is there any other way to do it.  Thanks in Advance.

        • Introducing Keyboard Shortcuts for Zoho CRM

          Dear Customers, We're happy to introduce keyboard shortcuts for Zoho CRM features! Until now, you might have been navigating to modules manually using the mouse, and at times, it could be tedious, especially when you had to search for specific modules

        • Zoho CRM's custom views are now deployable from sandboxes

          This feature is now available for users in the AU, JP, and CN DCs. This feature is now available for users in CA and SA DCs. New update: This feature is now available for users in all DCs. Hello everyone, We're excited to announce that you can now deploy

        • Where are Kanban swimlanes

          So i've been playing with Zoho Projects Kanban view a bit more. It appears that task lists are being used as the Kanban columns, which makes sense from the implementation point of view but not the logical one.  Kanban columns are statuses that a task can flow through, while a task list has been a logical way to organize related tasks and relate them to a mislestone. In other words a task in a particular task can go through several stages while remaining in the same task list. After doing some research

        • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

          Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

        • Scheduling Calls in CommandCenter / Blueprints

          I would love it if you could add a function to schedule a call in the lead's record for a future date. I know you can add a Task by going to Instant Actions > Task and completing the form: These tasks go into the lead's record under Open Actions. But

        • Zoho One - Syncing Merchants and Vendors Between Zoho Expense and Zoho Books

          Hi, I'm exploring the features of Zoho One under the trial subscription and have encountered an issue with syncing Merchant information between Zoho Expense and Zoho Books. While utilizing Zoho Expense to capture receipts, I noticed that when I submit

        • Limit in number of records for subforms and multi-select lookup fields

          It is my understanding that a maximum of 100 items can be selected in a multi-select lookup field, and that a total of 200 items can be selected in total between both subforms in a given module.  Are there any ways to work around this limitation if we

        • Kaizen #136 - Zoho CRM Widgets using ReactJS

          Hey there! Welcome back to yet another insightful post in our Kaizen series! In this post, let's explore how to use ReactJS for Zoho CRM widgets. We will utilize the sample widget from one of our previous posts - Geocoding Leads' Addresses in ZOHO CRM

        • Getting Permission denied to access this portal.

          We have one user that can't login to projects even though access has been granted. This user can login to accounts.zoho.com but when login to https://projects.zoho.com/portals.do we get this error: Unauthorized login to this portal Permission denied to access this portal. Check your portal URL again. Sometimes we also get "server too busy". We have tried killing sessions (in accounts.zoho.com) and we have deleted cookies; and tried different computers and still the same problem. All others use can

        • Marketing Tip #1: Optimize item titles for SEO

          Your item title is the first thing both Google and shoppers notice. Instead of a generic “Leather Bag,” go for something detailed like “Handcrafted Leather Laptop Bag – Durable & Stylish.” This helps your items rank better in search results and instantly

        • Does Zoho Docs have a Line Number function ?

          Hi, when collaborating with coding tasks, I need an online real time share document that shows line numbers. Does Zoho's docs offer this feature ? If yes, how can I show them ? Regards, Frank

        • Setting Default Views for Custom, List and Detail Views

          Hey, Is it possible to set a default custom view, list view and detail view for a module for every user? We are onboarding a lot of non technical people that struggle with these things. Setting the views as default would really help. Btw: also setting

        • Custom function return type

          Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

        • Filter Based API request in Zoho Books using POSTMAN

          How do I GET only specified CONTACTS based on created time or modified time in Zoho Books using POSTMAN. In the api documentation, it is written we can apply filters but I need a sample request.

        • URL validation

          We use an internal intranet site which has a short DNS name which Zoho CRM will not accept.   When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.

        • Has anyone been experiencing slow issues?

          Dear all, I just want to ask if anyone has been experiencing slow issues with Zoho Creator in the past two weeks? I worked with the ISP to improve network quality by changing routes and upgrading bandwidth, but nothing changed. I am in Vietnam.

        • Zoho Projects Roadshows 2025 - USA

          Dear Users, After an amazing response to our roadshows in 2024, we are excited to be back for the second year in a row! Join our team of experts as they walk you through the most-used features in Zoho Projects, explore powerful automation capabilities,

        • Billing Management: #6 Usage Billing in SaaS

          Imagine a customer shuffling across multiple subscriptions, a streaming service, a music app, cloud storage, and a design tool. Each one charges a flat monthly fee, regardless of how much or how little they use. Some months, the customer barely opens

        • Directly Edit, Filter, and Sort Subforms on the Details Page

          Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

        • GST Slabs Redefined: Stay Compliant Using Zoho Books!

          Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

        • Allow syncing Activities from other applications

          Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

        • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

          Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

        • Global Sets for Multi-Select pick lists

          When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

        • Introducing Profile Summary: Faster Candidate Insights with Zia

          We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

        • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

          Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

        • Next Page