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Understanding Ticket Management In Zoho Desk With Customization & Reporting

This tutorial was taken from our Zoho Desk Full Product Overview Webinar. Here is a brief summary of the topics discussed in this video:

1. Ticket Management:

  • The core feature of Zoho Desk is managing tickets.
  • Tickets can be created and viewed in various ways.
  • Tickets can be assigned to individuals or departments.
  • Ticket properties can be customized, including status, due date, and tags.
  • Agents can customize their view, with options such as Classic, Compact, and others.
  • Tickets can be assigned based on skills, departments, and teams.
  • Timelines give an overview of the ticket’s history.
  • Conversations and resolutions for each ticket can be viewed and updated.

2. Integration and Communication:

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  • Integration with Zoho CRM and campaigns is available.
  • Communication can be done via email, call, or through forms on your website.
  • Tickets can be linked to contacts, leads, or vendors.
  • The system allows for parent-child ticketing, linking related issues.

3. Knowledge Base:

  • The knowledge base can be used for responding to tickets.
  • Articles from the knowledge base are suggested based on the information in the ticket.
  • Ticket resolutions can be saved to the knowledge base.

4. Customization:

  • Customizable views, including the ability to create custom views.
  • Customizable ticket properties, including fields and statuses.
  • Different departments can have different layouts and fields.
  • Bulk import feature is available for adding picklist values.

5. Time Tracking:

  • Time spent on each ticket can be tracked.
  • Charges can be applied based on agent cost per hour.

6. Administration:

  • HQ tab provides an admin-level dashboard with various graphs and lists.
  • Agent queue can be reviewed for an overview of each agent’s tickets.
  • The system allows for team queues.

7. Reporting and Analytics:

  • Reports on various aspects of ticket management, agent performance, incoming threads, and more.
  • Dashboards and reports can be customized.
  • Scheduled reporting is available.

Billy Bates

Senior Web Developer

Billy is a Wordpress Developer with an eye for design. His knowledge will help our company website and client sites meet their goals. Billy and his young family have just moved to Ashland Oregon, and are looking forward to exploring the area’s amazing beer, wine, and food. He also has a passion for synthesizers and drum machines.

Lucas Sant'Anna


With a background in Operations Research and Data Analysis, Lucas is a Brazilian programmer that likes to get stuff done quickly and reliably. In previous jobs, he implemented industrial job scheduling, fleet management and detailed long-haul route optimization – among other data-driven processes – to reach objectives of increased profit and reduced wasted resources. His goal is to make Zoho fully automated and with more meaningful data for spot-on decisions.