Notification Center - Everything you need to know!
One of the key influencers of an agent’s response time is the delay in getting notified of developments. Suppose an agent is typing a response to a customer. She doesn’t really know if another customer has responded on another conversation. This makes customer service very linear and sequential. It also drags down the efficiency of the entire customer service operation.
Notification Center in Zoho Desk is the tiny square on the top right area. It brings to you every recent development you care about. Typically, it will consist of activities that are related to or involves you.
Real-time Notifications
When customers respond to tickets, when a colleague changes a ticket property, when you’re assigned a ticket or when someone from that key account raises a ticket, Notification Centre simply glows to indicate that it needs your attention. It even takes you straight to the ticket thread if a customer has responded. These real-time alerts will improve the response time of your agents drastically.
Comments and @mentions
With simple name-tagging, you can now tag your colleagues in comments and ask for their opinions. They’ll get notified immediately via the Notification Center. They can also respond to your comments directly from the Notification Center. It’s the simplest way to collaborate within your team.
Follow Contacts, Accounts, and Tickets
Follow the tickets, contacts, and accounts that are most important to you. The Notification Center keeps your choices in mind and makes it easy to track the information you care about.
Note:
- You cannot modify or sort the activities listed in the Notification Center.
- The stories listed in the Notification Center will include all the activities at the portal level.
Accessing the Notification Center
- Log in to your Zoho Desk account.
- Click the Notifications icon (
) in the upper-right corner of the page.
The Notification Center window will slide open.
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