Ticket Queues for Zoho CRM

Ticket Queues for Zoho CRM

In this digital age of customer service, simply looking up for the contact and account details from your Zoho CRM account is passé. In fact your customer information from Zoho CRM can still be accessed from within a ticket, but it doesn't really help you to prioritize and answer support tickets. Here comes the intelligent ticket queues in Zoho Desk which will display a sequence of tickets that are ordered based on their customer type in Zoho CRM. 

How it works
Zoho Desk provides you with four kinds of ticket queues that are named after the contact types in Zoho CRM. They are:
  1. Customers
  2. Opportunities
  3. Contacts/Leads
  4. New 
The support tickets will be quickly examined for their contact type in Zoho CRM and will be added to the appropriate queue. Typically, a ticket's queue is determined based on the contact's email address or their phone number in Zoho CRM.

Here is how the system classifies the contact types and adds them to the queue:
  • New Queue: Will hold the tickets that are received from contacts that doesn't exist in Zoho CRM
  • Contacts/Leads Queue: Will hold the tickets that are received from either a Lead or a Contact in Zoho CRM. As a rule, a Zoho CRM Contacts will not have any open or won opportunities
  • Opportunities Queue: Will hold the tickets that are received from customers who have one or more Open Opportunities in Zoho CRM
  • Customers Queue: Will hold the tickets that are received from customers who have one or more Won Opportunities
Note: 
  1. You cannot edit or delete the queues for Zoho CRM. However one or more of the queues will be automatically expunged when there are no tickets underneath it.
  2. The queues are set to contain only the Open (and mapped to Open) tickets.
  3. The CRM ticket queues are specific to a department. 
Accessing CRM Queues
Ticket queues for Zoho CRM can be accessed by clicking the  icon from the Zoho Desk home page. You can select a ticket to send a response or close them right away. Please note that you must first integrate your company's Zoho CRM to access the queues. Only users with administrative permission can enable and set up the integration in Zoho Desk.

Mass Actions in Queues
This feature allows you to update tickets in bulk. You can perform ticket-related actions like assign, merge, update and close.
To update tickets in bulk from queue view:
  1. Click the  icon to access ticket queues for Zoho CRM. 
  2. In the Queue view, select the check boxes corresponding to the tickets you want to update.
  3. Click the related mass action from the queue header.
  4. Confirm you action.
Note:
  • You need to have the Mass Update profile permission for the Tickets modules to use this feature.
  • You can merge a maximum of three tickets from the queue view.

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