Sixth Insight - The Hidden C in Data

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 addressing missing information.
Quote
Clean data is happy data.

Why is data cleaning so important?

Data cleaning eliminates errors, inconsistencies, and duplicates within data, resulting in increased accuracy. Tools are available to help you swiftly address data issues. Enhancing accuracy enables the extraction of reliable insights. Inconsistent or inaccurate data can lead to misleading results, poor decision-making, and ineffective strategies.

Data hygiene

Data hygiene in a ticketing system refers to the processes and practices involved in maintaining accurate, complete, and consistent information. This is crucial for ensuring that customer support operations run smoothly and effectively.


  • Data accuracy
  • Data completeness
  • Data consistency
  • Data deduplication
  • Regular data audits


By prioritizing data hygiene, organizations can improve the efficiency of their support teams, enhance the quality of customer service, and gain valuable insights from reliable data analytics.

A story for better interpretation

Scrub your data clean

Once upon a time, a small but dedicated team in a tech company managed customer support through a ticketing system called "HelpNow." As the company grew, so did its customer base, leading to an overwhelming influx of support tickets. Although the team worked diligently, the increase in tickets created clutter. 
 
Once efficient, the HelpNow system became cluttered with old tickets, unresolved issues, and duplicate requests. Customer satisfaction started to decline as users waited longer for their problems to be resolved. Frustration lingered not only in the hearts of customers but also within the support team, which they found increasingly challenging to navigate through the cluttered ticketing system.
 
One day, the team lead, Joey, called for a meeting to address the urgent situation. "We need to scrub our data clean," he announced. The team discussed various strategies, but he had a vision of what needed to be done and a systematic approach to decluttering their HelpNow system.
 
The initial step entailed thoroughly reviewing and categorizing all existing support tickets utilizing a custom view. The team reached a consensus to archive tickets over six months old and lacked follow-up, as these were likely associated with resolved issues. To ensure efficient progress, they established a clear deadline for this undertaking, fully aware that collaborative effort and focused teamwork were essential for effectively addressing the backlog. Their strategic approach aimed to organize the current workload and foster a more streamlined process for ticket management.
 
Joey organized a “Scrub-a-thon” a week later, encouraging everyone to join forces. Each team member was assigned a category of tickets to review. Deleting duplicates became a friendly competition. Teams found ways to delete tickets using mass updates and automation, rewarding those who could clear the most entries. They quickly learned that many tickets had been created multiple times due to customers submitting the same request across different channels.
 
During this process, the team discovered an unexpected treasure trove of information. Many old tickets contained insightful feedback about the product, creating a new FAQ section that addressed common user questions. They also realized that some bugs needed urgent attention, leading to prioritized fixes for the product.
 
As the Scrub-a-thon continued, the team also acknowledged the importance of customer communication. They crafted an email update to inform customers about their efforts to improve support quality. Customers appreciated the transparency and felt confident that their concerns were being taken seriously.
 
After two weeks of hard work, their system was transformed. The volume of tickets had been dramatically reduced, and the remaining tickets were prioritized and categorized effectively for quicker solutions. Customer agents could easily navigate the system and focus on resolving issues rather than wading through a digital maze.
 
Reports generated from the cleaned data helped Joey and her team identify trends in customer inquiries and revamp their product support resources accordingly. Inspired by their findings, they implemented a new self-service help widget to empower users with immediate solutions. 
 
The results were incredible: response times dropped, customer satisfaction surged, and the support team thrived in their more organized environment. The HelpNow system became a case study in transforming mess into clarity, demonstrating the power of scrubbing away the unnecessary to unveil the valuable.

Best practices

Scheduled data audits

Scheduled data audits are the systematic process of regularly reviewing and analyzing data within a specific timeframe to ensure accuracy, compliance, quality, and relevance. This practice is essential for businesses and organizations to maintain the integrity of their data, identify errors, and ensure adherence to regulations and standard policies.

Removing inaccurate data entries

Removing inaccurate data entries means eliminating incorrect, erroneous, or misleading information entered into a system. These inaccuracies can occur for various reasons, including human error, technological glitches, data migration issues, or a lack of standardized procedures. 

Setting up field validations

Setting up field validations is crucial in ensuring data integrity and enhancing the user experience in any application. Field validations check users' input to ensure it meets specific criteria before being processed or saved. Validation rules in Zoho Desk help you overcome this problem by arresting incorrect data even before it can enter your help desk. Refer here for more details.

Detecting duplicate data

Duplicate data detection is crucial for maintaining data integrity and accurate records. The deduplication feature in Zoho Desk helps you find duplicate records in bulk and merge them.  Refer here for more details.

Addressing data security

Addressing data security involves implementing measures and practices to protect sensitive information from unauthorized access, breaches, and other cyber threats. Encryption takes the final stand against attempts to steal your data. It completes data protection by ensuring your data can neither be damaged nor stolen in the unfortunate event of a security breach.. Refer here for more details.

Inactive record management

Inactive record management involves managing records that are no longer in active use or required for daily operations. This encompasses outdated documents, files, or data that must be preserved for prospective reference, even though they do not require frequent access. In Zoho Desk, ticket management is simplified by automating the archiving of follow-up-less tickets over six months old by a deadline.. Refer here for more details.

Integrate data with analytics

Data analysis helps identify inconsistencies. Data analytics can automatically identify and flag inconsistencies within datasets. This helps agents quickly pinpoint errors or anomalies that might go unnoticed, improving the overall data quality. Data analytics can assess the quality of the data in real-time. It can provide metrics on completeness, accuracy, and consistency, giving agents the insights needed to ensure that the data they are working with is reliable. Refer here for more details.

Summing up

Ensuring a clean and accurate database is crucial for the effective operation of Zoho Desk. Data cleaning is not simply a one-time task; it requires a continuous effort to maintain the integrity and reliability of customer information. 


Establishing clear protocols and guidelines for data cleaning will ensure that agents understand their responsibilities and take accountability for upholding data quality. Mastering data cleaning practices will enhance your success.


Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ




                                ご検討中の方

                                  • Recent Topics

                                  • Zoho Desk: No Incoming email

                                    Is Zoho Desk services down? No incoming email reflect to desk tickets.
                                  • MS Teams Meeting to Zoho CRM

                                    Has anyone figured out a good way to push MS Teams meeting info on a trigger of "meeting end" to Zoho CRM? We're looking for a way to take attendees of a meeting and meeting duration and push it into Zoho CRM after the meeting has ended. If I can just
                                  • Zoho CRM - Widgets | Update #3 : Introducing SDK V1.5 along with new ZDK Methods and ZRC Support

                                    Hello everyone! Widgets in Zoho CRM just got a big upgrade! With the release of SDK v1.5, developers can now create more immersive widget experiences. This update elevates Widget development with new ZDK methods for easier interactivity and ZRC support
                                  • Unusual activity detected, account blocked

                                    I am unable to send emails and am getting the error "Outgoing blocked: Unusual activity detected. To unblock your account, please and submit a request. Learn more.". I am unsure as to why this is happening since all my activity is legitimate, mainly confirmation
                                  • Unlock agreement intelligence with Zoho Sign's latest AI updates

                                    Hello! If you've been struggling with long, complex agreements and spending way too much time on them, here's exactly what you'll want to hear: Zoho Sign now integrates with OpenAI's ChatGPT to make agreement management smarter and simpler. Acting like
                                  • Unable to Send Emails – Outgoing Mail Blocked (Error 554 5.1.8)

                                    Description: Hello Zoho Support Team, I am facing an issue with my Zoho Mail account ( admin@osamarahmani.tech ). Whenever I try to send an email, I get the following error: 554 5.1.8 Email Outgoing Blocked I would like to clarify that I have not done
                                  • Issue connecting Zoho Mail to Thunderbird (IMAP/SMTP authentication error)

                                    Dear Zoho Support, I am trying to configure my Zoho Mail account on Thunderbird, but I keep getting authentication errors. Account: info@baktradingtn.com Domain: baktradingtn.com Settings used: IMAP: imap.zoho.com, Port 993, SSL/TLS, Normal Password SMTP:
                                  • Payment issue with Mail Lite plan – personal NIF not accepted as payment info

                                    Hello, I have already contacted Zoho Support by email regarding this, but since I haven’t received any reply yet, I’m sharing it here as well to see if the community can help. I’m facing a payment issue for my Mail Lite plan. I have a personal account
                                  • Customer payment alerts in Zoho Cliq

                                    For businesses that depend on cash flow, payment updates are essential for operational decision-making and go beyond simple accounting entries. The sales team needs to be notified when invoices are cleared so that upcoming orders can be released. In contrast,
                                  • {"code":1038,"message":"JSON is not well formed"}

                                    Today this began failing: sales_order_data = zoho.books.createRecord("salesorders",books_organization_ID,order_data); with this error message. {"code":1038,"message":"JSON is not well formed"} This code has been running for two years. Here is the input
                                  • In arattai received message can't be deleted

                                    The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received
                                  • Zoho Editor

                                    Zoho PDf Editor is not working I am clicking on EDIT PDf then it again bringing me back to the same page. again and again.
                                  • Figma in Zoho Creator

                                    Hi Team, I’m creating a form using Figma and would like to know how to add workflows like scheduling, custom validation, and other logic to it. Can anyone help me understand how to set this up for a Figma-based Creator UI form?
                                  • Zoho sheet for desktop

                                    Hi is zoho sheets available for desktop version for windows
                                  • 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..
                                  • 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
                                  • Enable / show scroll bar when Mega Menu is opened

                                    Hey there I am using the mega menu add-on and experience a "flicker" whenever the mega menu opens. The reason is, that the scrollbar, which has a width of a few pixels, stops showing when the mega menu opens. As the scrollbar disappears the whole page
                                  • Restore lost Invoice!

                                    Some time ago I tried to Upgrade from Invoice to Books. I not upgraded and staid n Invoice. Now i tried again and first i deleted the old trial of books. But now all is gone, PLEASE HELP!! i have no backup and i have to have at least 7 years data retention by law. 
                                  • Kaizen# 209 - Answering Your Questions | All About Client Script

                                    Hello everyone! Welcome back to another exciting Kaizen post! Thanks for all your feedback and questions. In this post, let's see the answers to your questions related to Client Script. We took the time to discuss with our development team, carefully
                                  • Zoho Desk Down

                                    Not loading
                                  • Has anyone integrated SMS well for Zoho Desk?

                                    Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing
                                  • lookup and integrated forms

                                    I might be misunderstanding things but I wanted to integrate our zoho crm contacts into creator. I imagined that when I used the integration it would mirror into creator. It did brilliant. BUT We have a ticket form in creator that we want to use a lookup
                                  • 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
                                  • Partially receive PO without partial Bill?

                                    Most of our inventory is pre-paid. Let's say we purchase 30 pieces of 3 different items for a total of 90 pieces. It is common for our supplier to send us the items as they are ready. So we will receive 30 pieces at a time. How can I partially receive
                                  • 2 users editing the same record - loose changes

                                    Hello, I'm very new to Zoho so apology if this has been addressed somewhere i can't find. I have noticed the following: If we have 2 users put an inventory item in edit mode at the same time: say user1 click on edit and user2 while user1 is still in edit,
                                  • How to get the Dashboard page to be the first page when you open the app

                                    So when it opens on a tablet or phone it opens on the welcome page, thanks.
                                  • How I set default email addresses for Sales Orders and Invoices

                                    I have customers that have different departments that handle Sales Orders and Invoices. How can i set a default email for Sales Orders that's different than the default email for Invoices? Is there a way I can automate this using the Contact Persons Departments
                                  • Cliq iOS can't see shared screen

                                    Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards
                                  • Adding hyperlinks in CRM emails time automatically

                                    It may just be me, but when I am writing an email to a lead, I find inserting a hyperlink very time consuming. Granted, I can use templates but there are a ton of scenarios where I might want to put a link in to an website that wouldnt require me to go though the effort of creating a template.  Ideally, the crm would identify that I that a string of text is a URL and insert the hyperlink automatically, just like microsoft outlook or gmail. Has anyone else had this same experience and found a way
                                  • Notes Attachments

                                    Two things it would be nice to have the attachment size the same as the attachments sections and it would be nice to be able to attach links like you can in the attachments section. Thank you
                                  • 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.
                                  • Formula fields not refreshing until page is reloaded

                                    I need help/advice about the formula fields and how I can refresh the information in real-time. We have two formula fields on our deals page which show calculated prices: One formula is in a subform which calculates the subform total + 1 other field amount
                                  • Search in Zoho Community Not Working

                                    I realize this is a bit of a meta topic, but the search for the various Zoho Communities appears to not be working. I'm under the impression that they run on some version of the Zoho Desk platform, so I'm posting this here.
                                  • Enhancements to finance suite integrations

                                    Update: Based on your feedback, we’ve updated the capabilities for integration users. In addition to the Estimates module, they can now create, view, and edit records in all the finance modules including Sales Order, Invoices, Purchase Order. We're also
                                  • How can I setup Zoho MCP with Chat GPT

                                    I can set up custom connections with Chat GPT but I cat an error when I try to set it up. The error is: "This MCP server can't be used by ChatGPT to search information because it doesn't implement our specification: search action not found" Thoughts?
                                  • Update a field in ALL all calls under a contact

                                    HI guys! I have written some deluge code to update a field in my calls after i have comepleted the call, i need this field to update in all my scheduled calls as well that are comeing up. I just cant seem to get it to work, i have put teh code below,
                                  • Export Invoices to XML file

                                    Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities
                                  • API ZOHO CRM Picket list with wrong values

                                    I am using Zoho API v.8. with python to create records in a custom module named "Veranstaltung" in this custom module I've got a picket list called "Email_Template" with 28 Values. I've added 8 new values yesterday, but if I try to use on of those values
                                  • Group Emails

                                    I have synced Zoho CRM to Campaigns but there are certain email not synced. showing it is Group Emails, but this email ids belongs to different individuals. please provide a solution as i nedd to sync the same.
                                  • "Is Zoho CRM customer" vs "Is linked with Zoho CRM"

                                    Recently while building a Flow, I was setting up a Decision action following a Zoho Invoice Fetch record action. There were 2 choices that I had not seen as something I could manually action in Zoho Invoice: "Is Zoho CRM customer" and "Is linked with
                                  • Next Page