Recap - Desk Story Series

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, products, and other relevant details.

 

Next, we examined how these fields are organized within layouts. A layout is crucial for businesses as it defines how they present their services to customers and collects the information for each record. With multiple layouts in a help desk setup, we can better cater to the varied needs of our customers, thereby boosting both the efficiency and effectiveness of our support processes.

 

Another key aspect we touched on is data segregation. By categorizing data into logical groups, we can significantly reduce ticket backlogs and improve response times, ultimately enhancing the overall customer experience.


Modules are powerful organizational tools that facilitate efficient help desk operations. Modules allow businesses to align the user interface with their help desk processes and provide a tailored experience for support agents and customers.

 

We also discussed lookup fields, which act as primary connectors to different modules. These powerful tools allow us to display and use information from other modules directly within our current module, making it easy to access and work with related data without any hassle.

 

Each department operates with its own set of agents, customizable mailboxes, live chat support, community forums, web forms, and social media channels. This independence enables each division to effectively address its customers' unique queries. Furthermore, by customizing automation processes, service agreements, and business hours for each department, we enhance adaptability and responsiveness.

 

Finally, we wrapped up the series by highlighting a crucial element of maintaining a solid ticketing system: data cleaning. This process is essential for ensuring that our data remains accurate, consistent, and complete. By removing duplicates, correcting errors, and filling in any gaps, we not only improve the quality of our interactions but also streamline our operations across the board.

 

Overall, these insights from the series highlight the significant benefits of a well-structured ticketing system in enhancing customer support and operational efficiency.

What's coming up next?

"Behind the scenes of a successful ticketing system - BTS Series"

Welcome to the intriguing world of ticketing wheels, where the magic unfolds behind the scenes! Think of it as having a backstage pass to explore the individual concepts and features that make these wheels truly spin!

 

In our Ticketing Wheels series, you'll find the essential support that keeps everything rolling smoothly, ensuring weight is evenly distributed across the wheel. But there’s so much more! I’ll dive into the various features and functionalities designed to handle the load effectively, along with the innovative automation actions that bring our ticketing wheels to life. It’s not merely about aesthetics; it’s all about blending function with flair!


Buckle up, folks! I'm gearing up to keep you entertained with my featurecast story series over the following weeks. Picture it as an engaging reading series, but rather than melodramatic twists and turns, experience coffee spills! That’s the POA as of today.😊

 

Please stay tuned for the Behind the Scenes series.

   

Cheers,

 

Kavya Rao

The Zoho Desk Team

    • Recent Topics

    • Adding custom "lookup" fields in Zoho Customization

      How can I add a second “lookup” field in Zoho? I’m trying to create another lookup that pulls from my Contacts, but the option doesn’t appear in the module customization sidebar. In many cases, a single work order involves multiple contacts. Ideally,

    • Zoho Sheet - Desktop App or Offline

      Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

    • ZOHO add-in issue

      I cannot connect ZOHO from my Outlook. I am getting this error.

    • Issues with Actions By Zoho Flow

      Hi, I have a workflow that fires when a deal reaches a stage. This then sends out a contract for the client to sign. I have connected this up through Actions by Zoho Flow. Unfortunately this fails to send out. I have tracked it down to the date fields.

    • Proactive Alert for Existing Open Tickets per Contact / Account

      Hello Zoho Desk Team, Greetings, and hope you’re doing well. We would like to submit a feature request aimed at improving agent awareness and efficiency when handling tickets in Zoho Desk. Use case When an agent opens a ticket (new or existing), it is

    • Special characters (like â, â, æ) breaking when input in a field (encoding issue)

      Hey everyone, We are currently dealing with a probably encoding issue when we populate a field (mostly but not exclusively, 'Last Name' for Leads and Contracts). If the user manually inputs special characters (like ä, â, á etc.) from Scandinavian languages,

    • Set Custom Icon for Custom Modules in new Zoho CRM UI

    • Which WhatsApp API works seamlessly with Zoho CRM?

      I’m exploring WhatsApp API solutions that integrate seamlessly with Zoho CRM for customer communication, lead nurturing, and automation. I would love to hear insights from those who have successfully implemented WhatsApp within Zoho CRM. My Requirements:

    • Marketing Automation

      L.S. Marketing Automation is and has always been part of the Zoho One bundle - according to the information provided on the Zoho Website. Why when I open Marketing Automation do I get the following message?: "Your trial has expired. We hope you enjoyed

    • What's New in Zoho Analytics - January 2026

      Hello Users! We are starting the year with a strong lineup of updates, marking the beginning of many improvements planned to enhance your analytics experience. Explore the latest improvements built to boost performance, simplify analysis, and help you

    • Can I convert multiple OLM files to Thunderbird at once?

      Yes, you can convert multiple OLM files to Thunderbird at once using the Aryson OLM file Converter. The tool supports bulk OLM file conversion, allowing users to select multiple OLM files in a single process. It preserves the original folder structure,

    • Translation from Chinese (Simplified) to Chinese (Traditional) is not working. It randomly translated. Google Translate accurately but zoho translate is not working at all

      Hi friends, The newly added language for translation. https://www.zoho.com/deluge/help/ai-tasks/translate.html "zh" - Chinese "zh-CN" - Chinese (Simplified) "zh-TW" - Chinese (Traditional) my original text: 郑这钻 (and it is zh-CN) translated traditional

    • The Social Playbook - January edition: Getting started with content creation

      Social media isn’t just about posting some random content. It’s about why certain content works, how brands stand out, and what makes people pause mid-scroll. The Social Playbook is a monthly community series where we break all of that down. Through real

    • I'm getting this error when I try to link an email to a deal inside the Zohomail Zoho CRM extension.

      When I click "Yes, associate," the system displays an "Oops!! Something went wrong" error message. I have attached a screenshot of the issue for reference.

    • Support for Custom Fonts in Zoho Recruit Career Site and Candidate Portal

      Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to use custom fonts in the Zoho Recruit Career Site and Candidate Portal. Currently only the default fonts (Roboto, Lato, and Montserrat) are available. While these

    • Adding bank details to the contact through API

      How to add bank-related information to the contact while creating it using API? The account number needs to be encrypted before sending it through API but not sure how to encrypt and get those values. Please guide me in this.

    • Ticket Resolution - Add rich formatting, screenshots and attachments

      The resolution field only allows plain text at the moment. Many of our resolutions involve posting screenshots as evidence, it would be great for us to be able to have rich text formatting, be able to paste screenshots and add attachments in the solution

    • Ticket resolution field - can you add links, video, and images?

      Seems like the ticket resolution fields is just a text field. Any plans to add the ability to add links, images...the same functionality in the problem description box? I would like to send the customer a link to a KB article, a link to our Wiki, embed an image, or use HTML to pass on a short how to video from YouTube.  Is their plans to add this functionality? You should also be able to complete formate the response from the ticket and then save and add to KB.  Thanks

    • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

      Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

    • Font breakage in Zoho Mail Desktop Lite application for Mac

      Dear Zoho Mail and Workplace Community, With the latest update of macOS Sequoia and macOS Tahoe, there has been font breakages in the email preview of Zoho Mail Desktop Lite application for Mac. This breakage is due to the corruption of the System fonts

    • Feature request - image resizing on sales orders

      I need to be able to show the items on the sales orders, currently the item image shows really small and no way to resize it, need the ability to make the image larger to showcase the product on the pdfs

    • Mail Merge is not working properly as far as the AUTOMATE section is concerned

      Hi there, I created a Mail Merge template for the Deal module. I would like Deal owners to mail merge their Deal records, download the Mail Merge document as a Word doc and make a few changes before sending it to the customer. Thing is, neither the "Merge

    • What's new in Zoho Sheet: Simplify data entry and collaboration

      Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

    • Nueva edición de "Ask The Expert" en Español Zoho Community

      ¡Hola Comunidad! ¿Te gustaría obtener respuestas en directo sobre Zoho CRM, Zoho Desk u otra solución dentro de nuestro paquete de CX (Experiencia del Cliente? Uno de nuestros expertos estará disponible para responder a todas tus preguntas durante nuestra

    • Automation Series: Auto-Notify External Users on Issue Closure

      Hello Folks! In Zoho Projects, you can notify external issue reporters via email when an issue is marked as Closed. This helps the users avoid manual follow-ups and keeps the reporter updated. In this post, we’ll walk through a simple setup using a Web

    • Issue with open-rate reporting in Zoho Campaigns

      Hello, Since yesterday I’ve been experiencing an issue with the open-rate reports in Zoho Campaigns. The campaigns I send appear in the reports as if none of the emails have been opened, even though I know they have. To verify this, I replicated the campaign

    • Turn chat conversations into real action with Integration Blocks in Guided Conversations

      When a Guided Conversation fails, it's usually not because the logic is wrong. They fail because the conversation stops moving. A customer starts a chat with a clear goal: report an issue, check a status, or confirm something. At first, the flow does

    • Basic Mass Update deluge schedule not working

      I'm trying to create a schedule that will 'reset' a single field to 0 every morning - so that another schedule can repopulate with the day's calculation. I thought this would be fairly simple but I can't work out why this is failing : 1) I'm based in

    • click to call feature

      I've Zoho CRM and in that i want click to call feature.

    • We Asked, Zoho Delivered: The New Early Access Program is Here

      For years, the Zoho Creator community has requested a more transparent and participatory approach to beta testing and feature previews. Today, I'm thrilled to highlight that Zoho has delivered exactly what we asked for with the launch of the Early Access

    • From Zoho CRM to Paper : Design & Print Data Directly using Canvas Print View

      Hello Everyone, We are excited to announce a new addition to your Canvas in Zoho CRM - Print View. Canvas print view helps you transform your custom CRM layouts into print-ready documents, so you can bring your digital data to the physical world with

    • Can the Product Image on the Quote Template be enlarged

      Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

    • Analytics <-> Invoice Connection DELETED by Zoho

      Hi All, I am reaching out today because of a big issue we have at the moment with Zoho Analytics and Zoho Invoice. Our organization relies on Zoho Analytics for most of our reporting (operationnal teams). A few days ago we observed a sync issue with the

    • Creating Parent Child relationship in Accounts

      We have customers with multiple locations, I setup the HQ as an account, then I setup the different sites marking the HQ as the parent to that location. If I then do a Deal for one of the locations, is there a way to show by looking at the parent account

    • Learner transcript Challenges.

      Currently i am working on a Learner Transcript app for my employer using Zoho Creator. The app is expected to accept assessment inputs from tutors, go through an approval process and upon call up, displays all assessments associated with a learner in

    • Client and Vendor Portal

      Some clients like keeping tabs on the developments and hence would like to be notified of the progress. Continuous updates can be tedious and time-consuming. Zoho Sprints has now introduced a Client and Vendor Portal where you can add client users and

    • #7 Tip of the week: Delegating approvals in Zoho People

      With Zoho People, absences need not keep employees waiting with their approval requests. When you are not available at work, you can delegate approvals that come your way to your fellow workmate and let them take care of your approvals temporarily. Learn more!

    • Admin Tip: Manage sub-domain emails using sub-domain stripping

      As an admin, you may need separate domains for different departments such as sales, support, and marketing. While this approach offers flexibility, creating and managing multiple domains can quickly become overwhelming, especially since each domain requires

    • 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.

    • Quick Copy Column Name

      Please add the ability to quickly copy the name of a column in a Table or Query View. When you right-click the column there should be an option to copy the name, or if you left-click the column and use the Ctrl+C keyboard shortcut it should copy the

    • Next Page