Zoho Desk has one for the team-players!
Customer service is seldom one agent's duty. So why not put more heads together and deliver better service?
Introducing Teams.
Zoho Desk now lets you organize your agents into teams, based on the needs of your customer service process. Configuring Teams gives your customer service agents more room to plan their day. Where one agent used to rush to tackle their tickets, agents can now come together as teams and handle tickets with ease.
Teams is similar to the organization-wide Groups feature that you may be using.
In fact, we're replacing Groups with Teams.
Teams are department-specific and more flexible. Here are some major processes where having Teams could really help:
- Tickets can be assigned to teams, instead of individual agents. When a ticket is assigned to a team, agents within the team can still pick it up for themselves. But the ticket continues to belong to the team as a whole. They've got your back!
- Often, you may not know who exactly can help you, but you know which team handles that particular topic. In these cases, just tag the concerned team in ticket comments or in the Team Feed. Isn't that convenient!
- You can view lists of teams' tickets in any Work Mode you choose, just as you can view lists of agents' tickets.
- Tickets can be automatically assigned to teams using Round Robin assignment.
Though this is a new feature, we assure you that your current Group-based configurations will be transitioned to Teams. In fact, Teams includes all the functionality that Groups currently offer, as well as a bunch of new features!
With Teams, we believe that you can split your agents' workload and expertise in a way that lets you deliver better customer service. Agents remain on top of their game, with their teams to bank on.
We are rolling out Teams to all our customers from today, April 16th 2018.
If you have any questions regarding these new developments, please comment below or write to us at support@zohodesk.com. We want to hear from you about Teams, and how we can improve it further.
Happy ticketing!
Cheers,
Team Zoho Desk
Assign tickets to teams
Tag teams in ticket comments
View team tickets in any workmode
Assign tickets to teams using Round Robin