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Introducing Work Modes, your ticket to increased productivity. Time management just got a lot easier!

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Pick your Work Mode

CountdownHandshakeStatusLIFOPriority Mode
  

In customer service, first-in doesn't always mean first-out. Countdown Mode helps prioritize tickets by displaying them based on when they're due. Tickets automatically move to their appropriate column, so agents can stay updated without having to hit the refresh button.

A ticket from a long-standing customer needs to be treated a little differently as compared to one from someone who's new to your brand. Agents can get this extra context from the Handshake Mode, where they can see exactly who has reached out.

At the end of the day, an agent's goal is to get tickets from 'Open' to 'Closed', delivering great customer service in the process. For this, there's Status Mode, where tickets are ordered by status, for agents who like to focus on moving tickets to the next step.

For agents who are comfortable with the traditional way of things, there's the LIFO Mode. As the name suggests, tickets are listed in a linear latest-on-top order in this mode.

Perhaps the strongest indicator that a ticket needs your attention is the ticket priority. Agents can now see their tickets organized by this factor, in the Priority Mode.

Get to the specifics.

The all-new Work Modes give you the what, when, where, who and how of every ticket.

Say "Hello" to context.

While working on a ticket, view detailed customer information, courtesy of Zoho CRM. This puts the conversation in context so you know exactly how to respond. For well-informed customer service, use Zoho Desk's advanced response editor.

Completing Your Sentences

Tired of typing out how to reset passwords over and over again? Zoho Desk helps you save time over those frequently asked questions. Solutions from your Knowledge base are automatically suggested based on the contents of the ticket. Isn't that neat?

Snip away your delays! 

The solution is right at your fingertips, but you have to type out your standard opening first. Boilerplate slowing you down? Record those oft-repeated phrases as Snippets, plug them in with a single click, and cut to the meat of your response.

Collision Control

Nothing spells disaster quite like two agents working on the same ticket unaware of the other. Zoho Desk is armed with Agent Collision Detection to avoid a potential mess. Agents get alerted on any changes to these tickets—made both by the customer and by the other agent working on it.

Play tag with your tickets.

Use tags to organize your tickets into different categories for future reference. Maybe you need an "Add to FAQ" tag to update your help center, or a simple "BINGO!" tag for your customer service victories, for that little boost whenever you need it!

What’s the ticket about?When’s the resolution due?Who’s the ticket from?What Channel?Are there any interactions?Paste to ticketShare link in ticket

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