TW PROCESS: Managing your Workload via Zoho Desk Tickets

TW PROCESS: Managing your Workload via Zoho Desk Tickets

This article is intended to guide Tech Warehouse operatives and managers in Navigating Zoho Desk and Managing their workload via Zoho Desk Tickets.

I. What are tickets?

In our organization, a Zoho Ticket represents a task or a job, not a customer nor a Rondesse or TW case ID.  The goal of having tickets is to better manage our workload by having a consolidated view of who is doing what and when at any given time of the day (if you are updating your tickets real-time).  So make sure that your tasks and their status are appropriately reflected by your tickets. If not, you should have a talk with your supervisor. 
                                                                                                    
II. Where to see and access your tickets


 
On this page, you can sort by status, due date, modified time, and ticket owner. Sorting by the due date will tell us which ones should be addressed first and which ones are already missed. Sorting by ticket owner tells us how much workload one has,  what the due dates are, and when these tickets were modified, giving us an idea of what this person is doing at any given time. (assuming that the tickets are updated real-time, as they should be)

III. When to create a ticket

You should create a ticket when assigned a task with no existing ticket.   Ideally, your supervisor should create a ticket before a corresponding task is assigned to you. Most tickets, however, are automatically generated, triggered by contacts from clients/ customers from different platforms. In such cases, tickets are assigned either by your supervisor, your yourself - if you are attentive and knowledgeable enough to know that that ticket is your responsibility.

All of you are given access to create your own tickets which will be subject to your supervisor's inspection by EOD. Take time to search either the serial number, case number, or customer name to make sure that there is no existing open ticket for the task. 

TO MANAGERS & SUPERVISORS: If your workload permits, please create a ticket for every task that you assign to an operative. Also take time to search either the serial number, case number, or customer name to avoid duplicate tickets. If you are unable to do this, make sure that you communicate the instructions clearly to the operative.

*Click this to search and find if there is an existing task for the customer/ case/ serial number/ order number, before creating a new one.



IV. How to create a ticket

1. While on the ticket tab,  click   "+" located in the upper right corner of your Zoho desk window. 


2. Fill out the required fields:
  1. Contact Name (allow the lookup to find your customer if already existing, else, it will create the contact) - *Please input the appropriate contact name, do not add a case number or a serial number or whatever which is not part of the name of the person. For Adhoc/admin tasks that do not involve customer contact, this field should contain the name of the supervisor or manager who is creating or assigning the task.
  2. Classification (what kind of task is this?-choose from the list)
  3. Activity Type (E-mail, Outbound Call, Inbound Call, Admin Task)
  4. Status (Choose the appropriate status from the list) -"Open" is the default, change this after the task is executed whether partially or completely
  5. Due date (Indicate when the task should be done) - Update after the task is executed whether partially or completely
  6. Subject (Input the TW Case ID or 3-5 words to indicate what the task is about)
  7. and lastly - choose your name, (or your direct report's name if you are a supervisor) as the Ticket owner. 
  8. Under the Description field (optional), you may add the related case link/URL, if it is already available.



3. Do not forget to click the submit button on the lower left corner of the window



V. How to edit or update a ticket

From the list:
On the window that opens up when you click this: https://desk.zoho.com/support/techwarehouse/ShowHomePage.do#Cases
You may directly edit the Status and the Ticket Owner.  If you click on other fields, it will open up the ticket window where other fields can be updated.



Here's what that would look like:
  ****Assuming that the case number or case link was already indicated on the description field upon ticket creation, you may want to, but there is no need to update anything else but the activity type, due date, status, and if needed the ticket owner, after working on the task or ticket.  The case ID will be considered as the official reference for whatever update/s you may have on the case.  However, if  your ticket is an admin/Adhoc task that does not have a related TW case number,  add a comment.

To add comments, click on that blue button highlighted in the photo below:

Classification options



Choose which applies

Activity type




Status - Choose only from this list. 

  1. Open
  2. In Progress - Waiting on customer  --- sent an email/ spoke with the customer and waiting for the customer's response/action
  3. In Progress - Waiting on Others  --- task was done partially and/or is pending because someone else (not a customer) needs to take action first
  4. In Progress - I need more time  --- task was started but not completed
  5. In Progress - Approval Needed  --- task was done partially and/or is pending because Approval from TW management is needed
  6. Resolved / Completed  --- the task was fully completed
  7. Resolved - Waiting for Feedback  ---  applies to TW cases where the customer agreed to submit positive seller feedback for us
  8. Resolved - Neutral/Neg Demeanor  ---  applies to TW cases where the customer is deemed to have a Neutral or Negative Demeanor
  9. Closed - Feedback Received  ----  applies to TW cases where the customer has already submitted a seller feedback
  10. Closed - Cust. Declined Support  --- applies to customer contacts where the customer expressed disinterest in receiving any support or correspondence
  11. Closed - No Response  --- applies to TW cases with no pending issues, and the customer did not reply after at least 3 consecutive emails in a span of 2 weeks, or did not callback after at least 3 voice mails were left in 3 different days within a 2-week period.
  12. Rescheduled - VM/Not Available    --  OB Customer Contact, got voicemail or the contact is not available to talk
  13. Duplicate --- equivalent to canceled or ticket closed because it was created despite a related one already existing
  14. Closed --- unable to send email - applies to FBA customers or any other customer tickets that cannot be reached due to any technical restrictions
Others can only be used by a manager.



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