- Explainer
- How-to
Work management
Close the parent ticket, regardless of its status, only when all the associated child tickets are closed.
Add unique prefixes and suffixes for each department to organize and identify tickets r with ease.
Define half-day as business hours for holidays or weekends to ensure accurate SLAs, ticket assignment and workload management.
Automatically close all child tickets, regardless of their status, when the parent ticket is closed.
Save time by automatically closing long-pending tickets with no customer response to maintain cleaner queues and improve SLAs.
Update agent status based on their real-time activity to ensure fair workload and quick resolutions.
Set up auto-detection and filtering of spam tickets and contacts to maintain an organized ticket queue.
Automatically set incoming tickets to a default priority level for consistent SLA application.
Add tags to tickets to group similar issues, track recurring topics, and simplify classification of tickets.
Get approval for a request or validate customer requirements with the support manager or team lead before taking a confirmation.
Export and back up audit log data to store it offline for record keeping before the 60-day retention limit.
Make key fields mandatory to ensure tickets and record details are always captured and submissions are completed.
Export records directly from a module view to analyze, share, or archive data with ease.
Collect customer feedback using forms with personalized emojis to make responses more engaging and expressive.
Create instant backups of help desk data to protect critical information from unexpected loss.
Build a branded community space to interact with customers, encourage discussions, and strengthen engagement around the products and services.
Automatically schedule data backups at defined intervals to ensure secure storage and easy recovery of important records.
Automatically balance ticket assignments among both online and offline agents to ensure fair workload distribution.
Emails and replies
Prevent emails from being fetched via external email address to avoid duplicate or irrelevant tickets during migrations, maintenance, or troubleshooting.
When a customer's account has been deactivated due to inactivity or a violation of any terms of use, a deactivation email will be automatically sent to notify them.
Automate repetitive emails and send consistent responses to multiple tickets simultaneously with macros.
Automatically identify and mark the contact or customer as the original sender when emails are forwarded into Zoho Desk.
Schedule responses based on the customer’s time zone to ensure messages are delivered at the right time and improve engagement effectiveness.
View management
Remove non-essential views from the Tickets module to to show customers only the necessary views in the Help Center.
Clone a custom view to instantly create a fresh list view with similar filters and settings, tailored with specific tracking needs.
Default ticket view can be customized to display in ticket such as List, Countdown, Handshake, Status, or Priority mode.
Customize cursor settings to improve visibility and track on-screen movement with greater precision.
Use color-coded picklist values to identify ticket status, priority, or product categories visually.
User management and security
Automatically invite new customers from any channel to the help center, giving end users instant access to track, manage, and stay updated on their tickets.
Guard help center from XSS attacks and protect sensitive customer data with built-in safety configuration.
Identify duplicate contacts and merge them into a unified master contact to maintain a cleaner database.
Define custom roles and profiles to control access permissions and tailor responsibilities based on your organization’s structure.
Automatically balance ticket assignments among both online and offline agents to ensure fair workload distribution.
Self-service management
Embed live spreadsheets directly into knowledge base articles to keep information updated and easy to reference.
Download knowledge base articles as PDF files from the Help Center for offline access and sharing.
Access and share relevant knowledge base articles directly from the ticket to provide faster and more accurate responses.
Organize and structure long-form knowledge base articles using a customizable table of contents for improved readability and navigation.
Add 301 redirections to seamlessly guide users from outdated article URLs to updated content without losing traffic or search rankings.
Break down lengthy content with accordions so readers can expand and read the relevant sections only. It also avoids information overload in the document.
Get knowledge base articles validated and approved for publication by the department's reviewer.