Guidelines for using Zoho Desk

Softworld (India) Pvt. Ltd.

Adding a ticket

● To add a ticket, either use the drop-down menu in the plus sign or press the keys T and + simultaneously.

● Make sure to fill out the details like phone number and email address correctly.

● The red font in the name of fields indicates that the corresponding detail is mandatory, hence, make sure to ask for those when adding a ticket from a call.

Assigning the ticket

● Assignment of the ticket depends on the department they’re being added to.

● The rule for assigning tickets in specific departments is as follows –

o RetailGraph – Nikhil Mishra

o Unisolve-Cross – B K Nair

Closing the ticket

● Once a client’s work is done, the corresponding ticket is to be closed after sending an appropriate reply to the client.

● For instance, “Problem solved on team viewer” or “Issue of _____ resolved”.

● Even when closing the ticket after resolving an issue, the ticket should be closed after mentioning the issue/solution in the comments so that the next time it opens we can check if the issue is the same.

● If the issues are to be addressed by a dealer, change the status to ‘refer to dealer’ and forward the mail to the respective dealer.

●  In the case of an issue that has to be addressed by the development sector, just changing the status to ‘Referred to Development’ should do the trick.

● If a ticket is made through a client’s call, leave a comment on it about it or send a reply to the client on their email id (if available) and then close the ticket.

If Client Unreachable

● If the client is unreachable i.e. he hasn’t picked up a call after trying multiple times in 48 hours, then the ticket should be closed using the ‘Client unreachable’ status and sending an appropriate reply to the client.

● For instance,

“Dear sir,

We have been trying to reach you since the last 48 hours. Even after multiple tries, every call goes unattended on the phone number you’ve provided. We would appreciate it if you could provide an alternate contact number and a suitable time. Until we receive the new contact details, we’re closing your ticket.

Regards
Your name”.

● If a ticket is closed because contact information is missing or incorrect, so should be mentioned in the comments for the ticket and sending the client an appropriate reply using email if email id available.

● For instance,

“Dear sir,

Your ticket doesn’t contain necessary contact details. Please provide a phone number so that we can call you to resolve your issue

Regards

Your name”.

Or

 “Dear sir,

The contact number we have is incorrect; we’d appreciate it if you provided us with the correct one.

Regards

Your name”.

Adding a signature

● You can embed a signature in the body of the message while sending emails to your customers. Signatures can be customized as per your requirements. For example:

● To use the signature feature:

o Click the Setup icon ( ) in the top pane.

o Click My Information under the Customize menu.

o Click Signature under the My Information sub-menu.

o Specify the signature in the HTML editor.

o Active check box at the bottom of the editor.

o Click Save.

Communicating within the team

● Communication within the team at our workplace can be done through the Zoho Chat or Zoho Cliq apps. Apps can be downloaded through play store and app store respective to Android or iOS

● These will help the employees have a record of their conversation that can be used if they forget anything (which can happen after a verbal conversation).

Using the articles in the knowledge base

● Everyone catering to the clients’ needs is prompted to use the articles in the knowledge base. They provide instructions for solving certain issues in extreme detail.

● This way, we can help the client help himself.

● He has something to try until his ticket is attended to.

● Might take some amount of burden off the team.

● However, one must make sure to share the correct article with the client as an article that doesn’t address to his issue will only confuse him more and create issues for us.

● You can attach knowledge base articles using the bulb on the top left section of the ticket window.

Checking team feed

● It is necessary to take a look at every addition to the ‘Team Feeds.’

● The status updates that are added to the system are important and need to be viewed by every agent.

● Every agent, should check the Team Feeds and follow the instruction updated on it by administrators of the organization.

Checking reports

● The progress of the department can be viewed in the ‘Reports’ in the main navigation menu in the top left corner of the screen.

● It provides details like –

o Current ticket stats

o New tickets in the day

o Closed tickets in the day

o Total new tickets

o Total closed tickets

o Backlog

o Average ticket reply time

o Traffic analysis

o Happiness rating of the clients

Reporting Bugs

● All bugs found in a client’s software are to be reported in comments and then status has to be updated in as ‘Referred to Development’.

● All tickets when status updated as ‘Referred to Development’ are automatically assigned to Sunil Gaur or Nilesh Sharma respective to their departments.

Need help regarding the functioning of Zoho Desk?

Contact anyone in the following list through chat, email or in-person conversation –

● B K Nair – support@swindia.com

● Nikhil Mishra – Nikhil.mishra@swindia.com

● Vinayak Gupta – vinayakgupta@swindia.com

● Chinmay Gupta – chinmaygupta29@gmail.com