Hello,

I lose clients as Zoho Desk does not allow me, as a superviser, to be well informed on the convesations I need.

It requires a lot of efforts to build a good support team as well as good support methodology. The key issue is the constant control over the conversations between support agents and clients that requires correcting the behavior.

Now Zoho Desk allows to respond to client requests. However Zoho Desk is weak in allowing to manage support process because it doesn't allow a manager to control it properly.

I need to be kept in the loop of certain conversations that requires my special attention. The only way to do this properly is to copy me in and HOPE that clients and my agents will remember to keep me copied in. This is way unreliable and sometimes we fail and lose clients.

Some time ago we discussed the BCC field that should keep a supervisor copied in on conversations, however the situation is still where it was.

When do you guys plan to work on a proper service desk management, not only agent's working convinience? Agents are important but without proper management we lose clients.

Add BCC functionnality.

Andrey