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.

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.

Improves performance by reducing the amount of data users must interact with and focusing on relevant information.

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.

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

Also read:

• Second Insight - Let's talk Layouts
• First Insight - Find your Fields
  

• Topic Participants

• Kavya Rao Addepalli

  

• Recent Topics

• Control Over Zia Generative AI Reply Assistance Behavior

  Hello, I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk. Current Issue: When replying to a ticket, the Ticket Properties section is automatically replaced by the Zia

• AI feature in Zoho Desk suggesting answers based on past ticket threads

  Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.

• Zia now integrated with Open AI in Zoho Desk

  The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• Employee self-service portal: Onboarding and continuous learning platform for support reps

  Hello everyone, In any organization, employees must go through multiple courses to learn about the product, their organization's standards, and how to respond to customer queries using the knowledge base articles available. This typically requires completing

• Zoho CRM for Everyone's NextGen UI Gets an Upgrade

  Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

• 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

  In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

• Contact custom field in layout

  Good day, all, I have an "Extension" custom field in contacts, and would like to display the contact extension in the ticket layout, but I don't seem to be able to. What am I missing? Thanks Rudy

• 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

• Exact match in name when searching workdrive

  Hello, I am wondering how to search workdrive files/folders with an exact match in the name. For example, when I search across folder with the url param search[name]=someName, I get multiple results such as "someName", "someNameAndMore", or "someName

• Meeting impossible to use when sharing screen

  he Meeting tool in Brazil is practically unusable when sharing anything, whether it’s a presentation or simple navigation. When accessed via Cliq, the situation gets even worse: even basic calls fail to work properly, constantly freezing. And as you are

• Add System Pre-Defined Lookup Field to Subform?

  Hi there! New to using Zoho, so this may already exist, but I'm having trouble figuring it out. Is there a way to get the system pre-defined Account Lookup field (in our case, renamed to Company Name), as the starting point for a subform? In our company,

• Changing the Default Search Criteria for Finding Duplicates

  Hey everyone, is it possible to adjust the default search criteria for finding and merging duplicate records? Right now, CRM uses some (in my opinion nonsensical) fields as search criteria for duplicate records which do nothing except dilute the results.

• Text widgets in dashboards

  Having a text widget in a dashboard would help immensely. It would allow adding links to related documents, relevant CRM views, etc. It would allow adding explanations of the data displayed in the other widgets, about how to interpret them or about filtering.

• Is there a way to create a desktop shortcut for a website course portal?

  Hello everyone, I recently got a laptop and bought an online course from a website, Skillwint.com, which I visit regularly. I open that site many times a day and want to create a desktop shortcut so I can open it directly instead of searching in the browser

• Condition based aggregate fields in subforms

  Hello everyone, We're excited to inform you about the latest enhancements made to our aggregate field capabilities in subforms; create aggregate fields based on conditions! An aggregate field is a column on which a mathematical function has been applied.

• SalesIQ Tip for Admins: Your Safety Net for Data Recovery

  Ever clicked 'Delete' in your SalesIQ and then realized it was the wrong item? Maybe it was a prospect's chat that held important context you needed to refer to later on. Or, maybe you deleted an elaborate Zobot that you were still testing or planning

• Depreciated mergeAndStore Function Help!

  Hello, I have a function designed to create a PDF containing information from the fields in a Deals record. There is a Writer Mail Merge template in WorkDrive that is populated via Deluge code, and a copy of the resulting PDF is then attached to the record.

• Can I execute two 'functions' when completing a mail merge from CRM?

  Hi, I have set up a mail merge from CRM Deals to a template. I want a copy of this to be saved in Workdrive, and then a copy also saved back into the deal record from which the merge occurred. I can do both independent of each other, and managed to get

• External Share > Edit: Cannot Create Zoho Files

  Hi Zoho, When we create an external share link with Edit permission, our external users are unable to create a Zoho file (Zoho Writer, Zoho Sheet and Zoho Show). They can only upload files. They can edit the Zoho files if we create them internally and

• Using IMAP configuration for shared email inboxes

  Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

• the custom domain forwards by default to the old career site / how to switch it off??

  dear friends, how to switch off the old version of the career site?? The set up custom domain forwards directly to the old site, so that I cant publish it... Any ideas? Thank you! KR, Victoria

• 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

• Zoho Mail iOS app update - RTL languages support and access emails using permalink and universal link, image upload resolution

  Hello everyone! In the most recent version of the Zoho Mail iOS app update, we have brought in support for RTL languages(Arabic and Urudu), providing a seamless reading experience with proper text alignment and layout throughout the app. We have also

• Presenting ABM for Zoho CRM: Expand and retain your customers with precision

  Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often delivers

• Why are emails sending with @viazohocrm.com ?

  I just sent out mass emails from CRM. They are sending from the email below and people cannot reply, and they are getting this message: Address not found Your message wasn't delivered to sales.XXXXXXXX.com.au@viazohocrm.com because the address couldn't

• Duplicating and referencing datasets

  I am moving from PowerBI to Zoho Analytics and while I find Zoho easier to use in many ways, there is one function that I use in PowerBI that I have not been able to find in Zoho.   I have several data sets that I need to modify in different ways to get

• 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

• Zoho Inventory Now Supports VeriFactu for Businesses in Spain

  Starting from January 1, 2026, Spain requires real-time invoice reporting for all B2B transactions. From July 2026, this requirement will extend to B2C transactions as well. All reporting must be carried out through the VeriFactu to AEAT (Agencia Estatal

• Conditional Email Forwarding

  How can I set conditional email forwarding of the users? For example: Mail should be forwarded to a address only if it comes from a particular sender. So, I want such email forwarding, which forwards mails based on particular conditions, like the incoming

• Why am I seeing deleted records in Zoho Analytics syncing with Zoho CRM?

  I have done a data sync between Zoho CRM and Zoho Analytics, and the recycle bin is empty. Why do I see deleted leads/deals/contacts in Zoho Analytics if it doesn't exist in Zoho CRM? How can I solve this problem? Thanks

• Enhancements to Zoho Map integration tasks

  Hello everyone, We're excited to announce enhancements to the Zoho Map integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

• Let’s Talk Recruit: Meet Zia, your all-in-one AI assistant (Part-3)

  Welcome back to the Let’s Talk Recruit series. In the part 2 post, we explored how Zia has evolved with smarter summaries and seamless AI-assisted content creation. This time, we’re diving into the latest upgrades that take productivity even further —

• Announcing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM

  Update : Zoho CRM For Everyone's Nextgen Interface gets an upgrade! Hello everyone, We’ve updated the Zoho CRM for Everyone Nextgen interface based on your feedback. The UI is now simpler with a unified sidebar, a more visible global search and features

• Unable to verify domain for Zoho People

  I have added TXT records in my DNS (GoDaddy) [screenshot attached], but unable to verify even after 12 hours after adding. On checking the console, it shows some errors [screenshot attached]. It appears that the verification flow is broken - please provide

• Zoho Invoice Now Supports VeriFactu for Businesses in Spain

  Starting from January 1, 2026, Spain requires real-time invoice reporting for all B2B transactions. From July 2026, this requirement will extend to B2C transactions as well. All reporting must be carried out through the VeriFactu to AEAT (Agencia Estatal

• Zoho Billing Now Supports VeriFactu for Businesses in Spain

  Starting from January 1, 2026, Spain requires real-time invoice reporting for all B2B transactions. From July 2026, this requirement will extend to B2C transactions as well. All reporting must be carried out through the VeriFactu to AEAT (Agencia Estatal

• Weekly Tips : Make your email content error free with Spell check in Zoho Mail

  As someone who writes multiple emails a day, we are bound to make both grammatical and spelling errors. Most of them we may not even notice, and even if we do, we may not have the time to correct each one individually when we are in a hurry. So how do

• Introducing Enhanced Storage Management

  We’re excited to roll out two new enhancements in Zoho Recruit, Subscription Information and Storage Management — designed to give admins complete visibility into subscription details, feature limits, and storage consumption — all from one place inside

• 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

• Next Page