Team Feeds - The New Way to Collaborate
Collaboration is an important aspect of customer support. When you need to resolve a customer issue, convey a bug in the product, or raise a feature request, you use the power of collaboration with your team to achieve the goal. For this purpose, tools that help you to get involved in the discussions and share your ideas can be very useful and time-saving.
The Team Feeds feature in Zoho Desk provides a platform where you can openly share your views and discuss matters with co-workers to speed up the customer support process. Feeds will also provide updates about important customers and tickets that you follow.
With Feeds in your Zoho Desk account, you can:
- Post messages to share with all of the users in your organization.
- Tag a ticket (#ticketID) or an agent (@name) in your status messages.
- Send private Direct Messages to your colleagues.
- Comment on status messages and reply to private messages.
- Close and re-open tickets and activities.
- Receive Zoho Desk notifications for mentions and changes made to tickets in your department.
- Receive instant mobile notification of actions that are related to you.
Working with Team Feeds
By default, Feeds are specific to the departments you have access to. Here is some information to help you understand and work with Feeds:
- All status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning activities, etc. will be listed.
- The feeds can be filtered based on:
- All Feeds: View all the feeds in a department
- Open Tickets: View feeds related to tickets that are Open in a department
- All Status: View the status messages and direct messages in a department
- Mention other agents in your status messages. The mentioned agents will receive a notification by email and will be able to view the message in their Feeds wall.
- Follow tickets, contacts, and accounts that are important to you using the Follow button in Zoho Desk. The records you own will be automatically followed.
- Get notifications in Zoho Desk when an agent mentions you in a comment or message, or makes changes to records that you own/follow.
- Add and view comments to tickets you own or follow.
Below is the list of actions available under Feeds in Zoho Desk:
| Module Type | Actions Listed in Feeds |
| 1. Tickets | New ticket is submitted by a customer |
| New response is received from a customer | |
| New ticket is assigned to an agent | |
| Ticket is assigned | |
| Ticket is picked by an agent | |
| Ticket is re-assigned to a different agent | |
| Ticket is updated | |
| Ticket is forwarded | |
| Comment is added in a ticket | |
| Comment is updated in a ticket | |
| Ticket is closed | |
| Ticket is re-opened | |
| Ticket is replied to by an agent | |
| Ticket is spawned from a parent | |
| Spawned ticket is assigned to an agent | |
| Resolution is added to a ticket | |
| Resolution is deleted from a ticket | |
| Tickets are merged by an agent | |
| Ticket is moved between departments | |
| Bug is added for a ticket | |
| Bug is closed for a ticket | |
| Bug is re-opened for a ticket | |
| 2. Tasks | New task is assigned to an agent |
| Existing task is assigned | |
| Task is picked by an agent | |
| Task is re-assigned to a different agent | |
| Task is updated | |
| Task is completed | |
| Task is re-opened | |
| 3. Calls | New scheduled call is assigned to an agent |
| Existing call is assigned | |
| Call is picked by an agent | |
| Call is re-assigned to a different agent | |
| Call is updated | |
| Call is completed | |
| Call is re-opened | |
| 4.Events | New event is assigned to an agent |
| Existing event is assigned | |
| Event is picked by an agent | |
| Event is re-assigned to a different agent | |
| Event is updated | |
| Event is completed | |
| Event is re-opened |
Note:
- You can switch to All Departments to view the feeds from every department. Feeds will display the name of the department it is associated with.
- Status messages cannot exceed 32000 characters.
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