Support Help

The Notification Center is an aggregated and summarized view of activity feeds pertaining to your tickets and tasks, that keeps you updated as things happen. Agents can collaborate within your team by way of comments in the Notification Center. While you comment, tag your colleagues in them using @Mentions to ask for their opinions.

Zoho Support allows your agents to follow helpdesk accounts to monitor their support requirements and ticket (on receiving one) activities. By following an account, all ticket and task activities related to the account will be displayed as news stories under the Notification Center.

Note:

  • Activity Feeds under the Notification Center will contain ticket and task activities that are related to or involves you.
  • You cannot adjust or sort what you see in your Notification Center.
  • The stories listed in your Notification Center includes all activities at the portal level.

Following an Account

You can follow customer accounts to view and track the tickets received from them.

To follow an account

  1. Select the Accounts module in Zoho Support
  2. In the Accounts List page, select an account to view its details
  3. In the Account Detail page, click Follow from the header

View Activities of a Followed Account

You can view tickets and its activities, received from a followed account in the Notification Center.

To access the Notification Center

  1. Click lookup-icon located from the top right corner in Zoho Support
  2. In the Notification Center drop-box, you can view the activities pertaining to the ticket received from a followed account
  3. Click an activity feed to view the ticket and read through its comments if any

Un-following an Account

Typically, an agent can unfollow accounts when they no longer wish to see their ticket or task activities in the Notification Center.

To un-follow an Account

  1. Select the Accounts module in Zoho Support
  2. In the Accounts List page, select an account to view its details
  3. In the Account Detail page, click Un-follow from the header

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