Understanding Ticket Management In Zoho Desk With Customization & Reporting

[@erickhera6729]

Hi, with Zoho Analytics can we report on time each ticket spent in a specific Status - I.e. how long was the ticket in OPEN state and if we have additional states like Stage 1, Stage 2, Stage 3. So we need to know how long did each ticket stay in each status before closing.

[@NiteshGupta-x2n]

How do I analyse the Time Entry on each ticket, Agent wise, Month or Week wise?

[@Zenatta]

Hi Nitesh Gupta, We discussed your time entry analysis question on our most recent Issue of AZAAZ! Click here to jump straight to our response. 🎬 - kzbin.info/www/bejne/fKjceaRnrrlrnLM#t=11m06s

[@ahmedjamalhumakani]

Can we add the field "created by" within the general ticket view?

[@Zenatta]

Hi Ahmed, You can see who created a ticket by clicking the ‘History’ tab and finding who submitted the ticket. If you want it to show up as a field on the general ticket view, you will need to create a custom field to house that data that can be added to the ticket layout. Using the Desk API you can fetch a ticket’s history and see who created the record, then save that value to a custom field on the Ticket.

[@SyedGillani-i9p]

Can we group different customers under partners and let partners view tickets from their customers?

[@Zenatta]

Hi Syed Gillani, Yes! You would assign customers to partners using the Contact/Account relationship. In your help center settings, you can enable customers to view Tickets of other users in their account. Just make sure you moderate sign-ups so that only your partners have access to the help center. Otherwise all of your partner’s customers will be able to see each other’s tickets.

[@charltontinashechipuriro4909]

Can you integrate ZOHO with slack?

[@Zenatta]

Hi Charlton, Yes, Zoho Desk has an integration with Slack. The integration allows setting up notification rules in slack as well as Slack commands to get ticket summaries.

[@chintanselarka7582]

Can we get a report of total number of tickets we have recived from a single client in a month or week? and maximum tickets of which customers?

[@Zenatta]

Hi Chintan, Yes. Under the ‘Analytics’ tab in Desk, click on ‘Reports’ on the bottom of the left-hand pane. There is a default report called ‘Tickets by Account’ with an option to ‘Create Chart’ in the upper right of the report.

[@AbderazakElmi]

how to assign it to one agent in bulk ?

[@Zenatta]

Hi Abderazak! You can assign in bulk by selecting multiple Tickets using the checkbox in the lefthand column of the ticket list. Then, use the "Assign To" button at the top to assign all of those Tickets to an agent at one time.

[@patriciaganga8774]

What is a ticket referring to

[@Zenatta]

A support ticket.