The present is a "present"

The present is a "present"

The conversation around mental health has been gaining attention in recent years. Even with this awareness, we often feel stuck; the relentless pace of modern life makes us too busy to pause, reflect, and recharge. In the world of customer support, this challenge can lead to burnout because it requires absorbing frustrations and expectations of customers beyond dealing with our pressures and responsibilities.
Customers' challenges may include service disruptions, configuration issues, or simply the stress of navigating a new feature. Even when the problem is trivial, stress can make it feel heavier than it actually is. It takes remarkable strength for support agents to manage their own emotions while carrying the weight of others.

​
This World Mental Health Day, let's recall some essential ways to remain grounded and present.
  1. Take time-outs: Micro-breaks during the day can reset your energy and focus. Step away from the screen, stretch, breathe deeply, or take a short walk. These moments of pause help you return to work more grounded and composed.
  2. Eat mindfully: Healthy meals and snacks can help stabilize your mood and energy levels, preventing dips that contribute to frustration or burnout.
  3. Stay present: Try mindfulness techniques like deep breathing or short meditations between calls or tickets. Even a minute of focused breathing can reduce stress.
  4. Celebrate small wins: Every resolved ticket, every satisfied customer, and every helpful response is a victory. Acknowledging these keeps motivation high and reduces the weight of unresolved work.

UI tips for a clearer, calmer workspace  

Imagine a typical day: you wake up to the morning news, get ready for the day, commute to the office, and finally sit down at your desk. You log into Zoho Desk and find a flood of open tickets waiting for your attention. The sight itself can be overwhelming, but much of that stress can be managed simply by maintaining a clear and organized workspace. Just as a tidy desk keeps your mind clear, a clean and structured support portal can provide the same reward.
The sense of being overwhelmed can be a powerful obstacle. Here are some ideas on how to manage it better:
  1. Filter efficiently: Use the Filter button in the Tickets module to sort tickets based on priority, guiding you to address urgent issues first and reduce mental clutter.
  2. Create custom views: Group tickets owned by you or those you need to revisit. Star these views to keep them pinned at the top for easy access.
  3. Use ticket tags: Tagging tickets with similar issues lets you locate and handle related queries quickly, saving mental bandwidth.
  4. Leverage headquarters: Get a snapshot of ticket traffic, response trends, and ratings: channel-wise and agent-wise, all in one place. This overview helps you plan your day with clarity.
  5. Add reminders and notes: The Notebook icon lets you add reminders as notes, To-do lists, and upload images. If any of your actions are pending in Zoho Desk, the pending activities will list the approvals and the overdue. The recent items show the latest records of tickets. With all these, you can be on the track to offering great support.
  6. Check pending activities: Keep track of approvals, overdue actions, and timers at a glance, so nothing slips through the cracks.
  7. Customize accessibility: You can set your preferences on the ticket, details view, display, font type, and size. The accessibility controls provide your options to choose your reading mode, use focus rings, and personalize your workspace, reducing stress.  
When we combine mindful habits with the right tools, the work of customer support becomes a practice in balance. Staying grounded, celebrating small victories, and keeping your workspace organized helps you be in the present.
When you are present, you not only perform better for your customers but also find greater satisfaction in the work itself. Remember Master Oogway's famous present quote from the movie Kung Fu Panda, "Yesterday is history, tomorrow is a mystery, but today is a gift. That is why it is called the present." Learning to embrace it is the most powerful way to care for both your well-being and your work.
Wishing you a healthy, mindful, and peaceful World Mental Health Day!
Cheers,
Lydia | Zoho Desk 

    • 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

    Nederlandse Hulpbronnen


      • Recent Topics

      • Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?

        Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would

      • Improved RingCentral Integration

        We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

      • Edit Pinned Comments in Zoho Desk

        It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.

      • Updating Secondary Contact (CCs)

        We use Zoho Forms to capture the user request and integrated with Zoho Desk to raise tickets. Active Microsoft login is captured in our Zoho forms and registered as Primary contact in Zoho desk ticket. We also an have an option to raise ticket on behalf

      • blank page after login

        blank page after logging into my email account Thanks you

      • WriterTh

        After every space Writer goes to capital letters mode in my Android tablet. The cap mode stays till the second letter is typed in the word then it comes to normal mode.

      • Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer

        I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks very

      • I have already created some Bots, Commands, and Widgets in Cliq, but I am still not seeing the “Create Extension” option in my account. Could you please help me enable or access this option?

      • Infinite loop of account verification

        Hi I can't do anything on my zoho account.  I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying. 

      • How we cut CRM updates from ~20 minutes down to 2, our real workflow

        Updating the Zoho CRM after every call used to be one of the biggest time sucks for our team. By the time you write your notes, clean them up, fill in the fields, and log everything properly… you’ve easily lost 15–20 minutes per call. We started experimenting

      • Arattai App Features Update

        1. Offline Messaging & Sync Enable users to compose messages without internet and deliver them automatically via peer-to-peer methods (Bluetooth/WiFi Direct) when nearby users are available. This would be a game-changer for rural India with unreliable

      • Zoho Books Sandbox environment

        Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

      • How to add Product Add-Ons, Mandatory Forms, and Auto-Save Address in Zoho Commerce

        Hi all, I need help setting up several behaviors in Zoho Commerce. I can’t find the correct configuration options, so I want to confirm whether these are supported or if there is a workaround. 1. Product-Specific Add-Ons (Example: GWB Subscription) When

      • Zohomail

        Im trying to setup email address zoho

      • PROBLEMA

        Salve, non riesco a inviare email, e mi esce una tabela errore temporaneo. come posso risolvere il problema ?

      • Forever FREE Business Email with Zoho Mail

        Forever FREE Business Email with Zoho Mail: is it available?

      • Weekly Tips : Make collaboration effortless with Whiteboard in Zoho Mail

        Working with your team often means switching between emails, notes, and other applications just to explain an idea. Maybe you are trying to sketch a layout, plan a workflow, or quickly brainstorm ideas—with text alone, things can get confusing. So how

      • Formula field number of days between 2 dates

        Hi, I want to have a formula field which calculates the following: IF EndDate < TODAY and Oproep is true (this is a checkbox field) than EndDate - StartDate, otherwise TODAY - StartDate It should calculate the number of days How can I write this for

      • 'email address already exists'

        I deleted a user from my organization and want to use the same email address that user had, but the email address seems to still exist somewhere as I get 'email address already exists' when I try and create it. I have deleted the entire organization and

      • ZOHO reporting DKIM entries are not configured, when they have been configured and verified by 3rd parties

        Why is ZOHO reporting to my organisation users the following: "The DKIM entries in your domain's DNS records are not configured. Please contact your administrator for configuring DKIM to ensure optimal RSVP invite delivery." When I have configured the

      • Manage Bookings directly from Zoho Mail

        Greetings from the Zoho Bookings team! We’re introducing the new Zoho Bookings extension for Zoho Mail, designed to help you view appointments, copy time slots and share booking links without leaving your inbox. This integration brings scheduling right

      • My notes from the past 2 months have disappeared

        Hola, necesito ayuda urgente. Hoy, al iniciar sesión en mi Zoho Notebook como todos los días, me llevé una gran sorpresa al descubrir que todas mis notas de los últimos dos meses habían desaparecido. Estas notas son muy importantes para mí, ya que uso

      • How can I load a network into the cliq desktop app?

        I have both the standard cliq log in for my org and I am part of a cliq network. In the browser I can choose which I log in to. However, in teh desktop app if I log in it will alwasy load my org's cliq. Can I switch this to the network I have create

      • Ability to modify what displays in calendar invite?

        I am a long time calendly user and want to make the switch to bookings.  I understand that there is not currently a meets/hangouts integration, is one on the roadmap? Is there anyway I can modify the calendar invite to include the meet link?  I can add it to the emails no problem, but I would also like it to display on their calendar.  Is there some work around I can do to get it on the calendar?  Also am I able to modify the calendar event title?

      • Issue with Booking Confirmation Page Not Displaying, Leading to Customer Anxiety and Unnecessary Support Calls

        I am writing to express my growing concern regarding the confirmation process in Zoho Bookings, particularly the inconsistent display of the confirmation page after a successful payment. As a mobile service provider, I rely on Zoho Bookings platform for

      • Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment?

        Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment? I would like to set it up so only staff can schedule appointments. Is this possible?

      • Is there a way to generate a virtual meeting for a group service in Zoho Bookings?

        Are virtual meetings not supported for group services/meetings? I have integrated Zoom with one-on-one services, but I need a way to create an online group meeting. Thanks

      • Where we can change the icon in social preview

        Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

      • Zoho Bookings changes Lead Source

        Hi. i would like to know if there's a way for Zoho Bookings to not change the lead source when booking a lead for an appointment as the lead source will be used in a report. Scenario: Lead source: Website after booking an appointment Lead source: Zoho Bookings Thanks. Dan

      • Need to set workflow or journey wait time (time delay) in minutes, not hours

        Minimum wait time for both Campaigns workflows and Marketing Automation journeys is one hour. I need one or the other to be set to several minutes (fraction of the hour). I tried to solve this by entering a fraction but the wait time data type is an integer

      • Suggestion: Associating Assets with Company in Zoho FSM

        Hello Team, I would like to share an idea based on practical experience. Currently, all assets in the Zoho FSM Asset module are linked to a specific contact person. I would like to know if it is possible to associate assets with a company instead. This

      • Zoho Inventory / Finance Suite - Extend Visibility of File Names on Attachment Fields

        Hi Inventory / Finance Suite team, I noticed recently that when you add an attachment field to a module in Inventory, only the first 8 characters of the file name are visible on the details view. 8 characters is not a useful amount and there is plenty

      • Many Notes Becoming Unusable

        Hello. The Notebook app is becoming unusable. I'm getting odd-looking results from my searches. Some of the notes, after clicking on them, show an update button that does absolutely nothing. Not sure what has happened, but it would be nice to get this

      • Kaizen #218: Actions APIs - Field Updates

        Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, and Tasks Update APIs. This week, we will continue with another Actions API - the Field Update API in Zoho

      • How Contract Types and Templates Form the Backbone of Zoho Contracts

        Every contract in Zoho Contracts starts with two essential elements: Contract Type and Template. These are not just administrative steps. They define how every contract in your organization is created, governed, and managed over time. Let us look at the

      • Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

        We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

      • Greek character in Deluxe script

        Hi, We have been using a script since 2022 which replaces characters in Greek contact names using replaceAll. Since this morning, all the Greek characters used in the script have turned to question marks. I tried retyping the characters, copy-pasting

      • CRM Related list table in Zoho analytics

        In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

      • Zoho learn Custom portal - networkurl & CustomPortalId

        I want to get my individual account’s networkurl and customportalId to use in this API: https://learn.zoho.com/learn/api/v1/portal/<networkurl>/customportal/<customportalId>/manual How can I retrieve the networkurl and customportalId using the API? I

      • Connecting zoho creator to zoho writer to send prefilled documents

        i will paste the worflow below // Get user's submitted data from the form userSalary = input.Current_Salary; userCIBIL = input.CIBIL_Score; userEmail = input.Email; userName = input.Name; // You need to get the Document ID from the URL of your Zoho Writer

      • Next Page