Feeds - The New Way to Collaborate

Collaboration is an important aspect in customer support. When working on a ticket, sometimes one agent isn’t going to know everything they might need to. By collaborating with others in your team, or different departments, skills can be pooled in order to make the task more successful than it might otherwise be.

Feeds, the real-time social collaboration tool for Zoho Desk allows you to share your views and discuss matters with team members to speed up the customer support process. Additionally, Feeds provides you updates on the important tickets that you follow such as who updated a ticket, what changes were made to a ticket, etc.

With Feeds in your Zoho Desk account, you can:

Post messages in Feeds to share it with all the agents in your helpdesk.
Mention a ticket(#ticketID) or an agent(@name) in your status messages.
Send private Direct Messages to your other agents.
Comment on status messages and reply to private messages.
Re-open or close tickets and tasks from the Feeds.
Receive Zoho Desk notification for mentions and changes made to tickets in your department.
Receive instant mobile notifications for actions that are related to you.

Working with Feeds

By default, Feeds are specific to the department you are in. You can switch between departments(you have access to) to view the feeds specific to it.

Here are some information to help you understand and work with Feeds:

1. All status messages, mentions, comments, direct messages, adding tickets, closing tickets, creating tasks, changes made to tickets, etc. will be listed in feeds.

2. The feeds can further be filtered based on the following parameters:

All Feeds : View all the feeds in a specific department
Open Tickets : View feeds related to the current open tickets in a department
All Status : View the status messages and DM's in a department

3. You can 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.

4. Follow records that are important to you. The records you own will be automatically followed. You can use the Follow button to manually follow tickets, contacts and accounts in Zoho Desk.

You will get notified within Zoho Desk, when an agent:

Mentions you in a comment or message.
Makes changes to the records that you own or follow.

5. Comments that are added to the tickets you own or follow will be listed in Feeds.

6. Below are the list of actions that will be available under Feeds in Zoho Desk:

Module Type	Actions Listed in Feeds
1. Tickets	New ticket is received from a customer
	New response is received from a customer
	New ticket is assigned to an agent
	Existing 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 left 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

Note:

You can switch to 'All Department', to view feeds across all of your departments.
Feeds under 'All Department' view, will specify the department related to the actions.
Status message should be within 32000 characters.