Third Insight - The Importance of Data Segregation

Third Insight - The Importance of Data Segregation

The Wheels of Ticketing - Desk Stories

The Importance of Data Segregation

Data segregation

In ticketing systems, data segregation organises data into logical groups or categories to reduce ticket backlogs and resolution time and improve the overall customer support experience.
Quote
Segregated data is useful data 

Why is data segregation vital for your ticketing system?

In a help desk environment, data segregation may involve categorizing support tickets according to factors such as customer type (e.g., VIP clients, regular users), department (e.g., sales, IT, customer service), issue type (e.g., refund, warranty) or sensitivity levels (e.g., confidential, public). This structured approach ensures that only authorised agents can access sensitive information, mitigating the risk of data breaches and safeguarding customer privacy.
 
Additionally, segregating ticket data can improve efficiency. Support agents can focus on tickets relevant to their department or expertise, leading to faster resolution times and a more streamlined workflow. It also allows management to generate more accurate reports and insights, as they can easily analyse trends and performance metrics within segregated groups.
Quote
Improves performance by reducing the amount of data users must interact with and focusing on relevant information.
Idea
In the second insight, we discussed the concept of Layouts, which provide businesses with a versatile and efficient way to implement and manage their services. Desk offers a variety of pre-built layouts and customizable templates designed to cater to different customer support requirements. The advanced multi-layout feature enables companies to quickly create compelling user experiences that accommodate multiple services at a lower cost. By leveraging these layouts and templates, businesses can significantly improve their support processes while prioritising what truly matters: their customers' satisfaction. 

A story for better interpretation

Segregate your data - A help desk story

Once upon a time, a small but dedicated team in a bustling 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 found it increasingly challenging to navigate the cluttered ticketing system.

One day, the lead, Monica, called for a meeting to address the urgent situation. "We need to organise our data," she announced. The team discussed various strategies, but Monica had a vision of what needed to be done—a systematic approach to decluttering their HelpNow system.

The first step involved reviewing and categorising all existing tickets. The team deleted the tickets archived for more than six months without follow-up, since they likely belonged to resolved issues. They set a clear deadline for this task, recognising that focused teamwork was integral to tackling the backlog. Each team member was assigned a category of tickets to review. They achieved this by creating custom views and sharing them with the team.

 

During this process, the team discovered an unexpected treasure trove of information. They also realised that some bugs needed urgent attention, leading to prioritised fixes for the product. With this discovery, Monica created a new layout, naming it the Bug Service Layout, and made it available for internal purposes.

 

As the organising data event continued, the team also acknowledged the importance of customer communication. They crafted an email update to inform existing customers with pending tickets 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 old tickets had been dramatically reduced, and the remaining tickets were prioritised and categorised effectively for quicker solutions. Customer agents could easily navigate the system and focus on resolving issues rather than wading through a resolution maze.

 

Reports generated from the organised data helped Monica and her team identify trends in customer inquiries and revamp their product support process and 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 organised environment. The HelpNow system became a case study in transforming mess into clarity, demonstrating the power of segregating unnecessary data to unveil the valuable.

Idea
In a ticketing system, various departments and services play crucial roles in contributing to customer support's overall efficiency and effectiveness. In Zoho Desk, multiple services in your business can be achieved using multiple layouts. You can segregate your customer tickets using departments if your company runs across numerous business units/regions and involves various support processes. By recognising the importance of each department in ticketing, businesses can create a more holistic and responsive approach to customer service. 

Summing up

Data segregation is not just a one-time effort; it requires ongoing attention to ensure the integrity and reliability of customer information. 

Establishing clear protocols and guidelines for data segregation will help agents understand their responsibilities and stay accountable for maintaining valid data. 

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

                                  • Double opt-in notifications and customizable confirmation messages for your webforms

                                    Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit
                                  • Lost the ability to sort by ticket owner

                                    Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
                                  • Using a CRM Client Script Button to create a Books Invoice

                                    Hello, I need help handling error messages returned to my client script from a function. The scenario I have setup a client script button which is available from each Deal. This CS executes a crm function, which in turn creates an invoice based on the
                                  • Standalone custom function not generating logs

                                    Why dont't standalone custom functions generate logs when the're called from another function? I have some functions (workflow, buttons and blueprint) that have common parts, so I put that part in a standalone function which is called from the others.
                                  • How Can i put a form in Zobot

                                    Hi,how can i integrate a form which has a multiple options to choose from.the form should be opened or displayed by zobot after it meets a requirement in the conversation. Thanks in advance !
                                  • Has Anyone successfully integrated Zoho and Sage Intact?

                                    Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,
                                  • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

                                    Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?
                                  • Playback and Management Enhancements for Zoho Quartz Recordings

                                    Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to record
                                  • Zoho Analytics - Feature Request For Time Based Data Source Fetch

                                    Hi Analytics Team, I have a client using Zoho CRM and they want a weekly report at 4:30pm every Friday, emailed to the sales team showing a pie chart of Closed Won Deals for that week. This is easy to achieve in Analytics but not so easy to ensure the
                                  • Which user's capacity is used for Shared Mailbox storage?

                                    We use shared mailboxes at our company, and their size is increasing daily. Which user(s)'s total mailbox limit is being used up by this space?
                                  • Inserting the current date / time

                                    I'd like to use Zoho Notebook as a log - so it would be great to be able to insert the current date and time at the beginning (or end) of each my log/journal entries - or wherever I want. Something simple, like pressing a button/icon to insert it wherever my text cursor is. It could be formatted like "Mon Dec 11, 2017 - 11:43p". 
                                  • Migrate data from old to new account

                                    Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?
                                  • Campaign editor overrides href value

                                    I've been trying to insert a deep link in an email campaign so recipients can directly open a native app on their device. My deep link looks something like "myapp://". The options to insert links in the campaign editor are limited to strict urls, emails,
                                  • Can't login IMAP suddenly

                                    Since this evening I'm getting the error: You are yet to enable IMAP for your account. Please contact your administrator... IMAP always been enabled in my account and was workign fine for the past 7 years. Already tried turning IMAP off and on again.
                                  • how to add subform over sigma in the CRM

                                    my new module don't have any subform available any way to add this from sigma or from the crm
                                  • Bug Report and Suggestions for Improvement in Zoho Applications

                                    Hi Zoho Team, I’d like to report a few bugs and improvement suggestions I’ve noticed while using Zoho products: Zoho Cliq Video Call: The camera sometimes turns off automatically during video calls. This seems to be a bug — please check and fix it. Zoho
                                  • Super Admin Logging in as another User

                                    How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are working
                                  • Canvas Flex Box containers should not require a width/height.

                                    Flexbox containers are often used as organizational concepts, to ease re-flow on mobile etc. - I cannot use % for flexbox W or H - I cannot omit W or H This means that the content cannot dictate, and a Flexbox container cannot be used merely as an organizational
                                  • Zoho Desk Android app update: Filter enhancement, Save Filters

                                    Hello everyone! We have now enhanced the filter section on the ticket listing screen of Zoho Desk Android app as it is on the web(desk.zoho.com). Also, we have introduced an option to save filters for tickets on the mobile app. You can easily apply, rename,
                                  • Very long loading times | bad performance [ZOHO DC: EU]

                                    Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)
                                  • How to add to Subforms via Zapier with Zoho Writer?

                                    I have the following layout for a Zoho Writer Document. As you can see there is a repeating subform taking in "Items". I am trying to make a Zapier integration with it, and I can see there is 1 field saying: "Items", but it does not specify how I'm supposed
                                  • Zia Profile Summary now supports six languages and responds faster

                                    After numerous customer requests, we’ve expanded Zia Profile Summary to do more than just summarize resumes quickly. It can now summarize them in six different languages and deliver results even faster. What’s New 1. Extended language support Zia can
                                  • Introducing Zoho Show Android 3.0

                                    Good ideas need the right space to grow. They deserve tools that move as fast as your thoughts and make creating feel effortless. And that is why we are bringing you Zoho Show Android 3.0! From a brand-new look and smoother navigation to improved collaboration
                                  • Properly Capture Dropdowns & Hover Elements When Recording a Window/Tab

                                    Hi Zoho WorkDrive Team, Hope you are doing great. We encountered a limitation when recording a selected window or browser tab: Certain UI elements, such as dropdown lists, hover menus, and overlays, are not captured unless we record the entire screen.
                                  • Peppol integration zoho invoicefu

                                    Hi, Belgium will require Peppol invoicing as of 2026. I found that this is being prepared for Zoho books, to be released in Sep 2025. Will Zoho Invoice get this functionality too? I like the Invoice app for my part-time side business as bike mechanic
                                  • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

                                    Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files
                                  • Allow Recording Only a Selected Portion of the Screen

                                    Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request a more flexible recording option in Zoho WorkDrive. At the moment, we can record either the entire screen or a specific window/tab — but not a custom selected portion of the screen
                                  • Restricting Calendar View to Working Hours

                                    Hi: I'm trying to implement a calendar which displays all of my customer appointments.  Currently, the calendar shows all 24 hours of the day.  Is there a way to restrict the hours to simply the times my business is open? Thanks!
                                  • Add Camera Background Blur During Recording

                                    Hi Zoho WorkDrive Team, Hope everything is well. We would like to request an enhancement to the video recording feature in Zoho WorkDrive. Currently, the camera preview displayed during a recording does not support background blur. This is an essential
                                  • Amazon FBA integration - Handle invoice reconciliation under different GSTINs,

                                    Dear Zoho Community, Thank you for the clarification regarding the Amazon FBA integration, default warehouse, and GSTIN mapping in Zoho Inventory. I understand that Zoho currently supports only one warehouse for Amazon FBA, and that all FBA orders are
                                  • Whatsapp Integration questions

                                    Hi Questions: 1. Whatsapp messages are not reaching our CRM, is there a delay? 2. Is there any way to create a whatsapp catalog on a number that is integrated with ZOHO? 3. How do I configure my profile picture on a number that is integrated with ZO
                                  • Allow Font Size 11 in Editors...

                                    That is basic functionality...
                                  • link mail.zoho.com/UnblockMe to unblock

                                    Could you please unblock my account heloisa.bomfim@expansaodenegocios.com
                                  • Unblocked me

                                    Please can you help unblocked my account thanks materiauxjcbrunet2000@zohomail.com
                                  • Archiving Contacts

                                    How do I archive a list of contacts, or individual contacts?
                                  • Integrating External Portal Tickets Into Zoho Desk

                                    A B2B travel company has a customer portal where clients can raise and submit tickets related to their bookings. These tickets need to be handled and managed in the backend through Zoho Desk. Ticket updates and replies from Zoho Desk should also be visible
                                  • Make Camera Overlay & Recording Controls Visible in All Screen-Sharing Options

                                    Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an improvement to the screen-recording experience in Zoho WorkDrive. Current Limitation: At the moment the recording controls are visible only inside the Zoho WorkDrive tab. When
                                  • Send WhatsApp voice messages from Bigin

                                    Greetings, I hope all of you are doing well. We're happy to announce this enhancement we've made to Bigin. Bigin's WhatsApp integration now supports audio messages, so you can record and send voice messages. This makes it easier to handle customer questions
                                  • CUSTOM FUNCTION GIVE ERROR #EVAL!

                                    CUSTEM FUNCTION CREATE KYA ZOHOSHEET ME US FUNCTION KO USE KIYA LEKIN DATA TO SAHI HAI LAKIN DATA SHEET ME NAHI LAG LAHA HAI KRUPYA SOLVE KARE MY CODE IS float ADDTWO_TWO(float NO1, float NO2) { ADD = NO1 + NO2; return ADD; }
                                  • Samsung Keyboard Issues with Notebook

                                    Dear Users, We're sorry to inform you that some of our users are experiencing certain issues like scrolling, delay/lag, cursor placement especially within the text notes. This occurs mainly due to Samsung Keyboard compatibility with Android 13 and some
                                  • Next Page