Support Help

Follow Contacts

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 contacts to monitor their support requirements and ticket (on receiving one) activities. By following a contact, all ticket and task activities related to the contact 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 a Contact

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

To follow a contact

  1. Select the Contacts module in Zoho Support
  2. In the Contacts List page, select a contact to view its details
  3. In the Contact Detail page, click Follow from the header

View Activities of a Followed Contact

You can view tickets and its activities, received from a followed contact 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 contact
  3. Click an activity feed to view the ticket and read through its comments if any

Un-following a Contact

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

To un-follow a contact

  1. Select the Contacts module in Zoho Support
  2. In the Contacts List page, select a contact to view its details
  3. In the Contact Detail page, click Un-follow from the header

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