Support Help

Follow Requests

The Notification Center is an aggregated and summarized view of activity feeds pertaining to your requests and tasks, that keeps you updated as things happen. Support Reps 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 Support Reps to follow customer support requests' to view their activity even if those Reps are not directly related to it. All events happening around a followed request will be displayed as news stories, under the Notification Center.

Note:

  • Activity Feeds under the Notification Center will contain request 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 Request

You can follow a customer support request to view and track its activities under the Notification Center.

To follow a request

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

View Activities of a Followed Request

You can view the activities of a request that you're following from 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 requests you're following
  3. Click an activity feed to view the request and read through its comments if any

Un-following a Request

Typically, a Support Rep can unfollow requests when they no longer wish to see its activities in the Notification Center.

To un-follow a request

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

Top