Answering your first ticket.
Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.
The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save time on frequently asked questions.
Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket.
With these, you're good to go.
Go on, save the world from bad customer service!
Related Articles
How to view/customize User Training Status report?
Open the sidebar, click on Reports and choose User Training Status. The Customize Report box is shown. Select the columns you want to see or hide under Show/Hide Columns. Under Filters, set your requirements using the respective drop-down menus. In ...
How to register your YouFactors account using an Invite Code?
If you are logging in to your YouFactors account for the first time, you may need to register your account using an Invite Code, which you will find in the invitation email with the subject line “You’ve been invited by Name to join YouFactors.com”. ...
How to add a user?
Open the sidebar, click on User Management and choose Users. Click on Add New User, a blue box in the top right corner, to open the Add New User form. Enter the First Name and the Last Name. Select the Role (Administrator, Report Manager, User) of ...
How to start or continue a course?
Open the sidebar, click on Training and choose Courses. Click on the course you wish to start or continue. Below each course, you will find the percentage of the course completed. If you are starting the course for the first time, you may be ...