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Zoho Desk FULL Beginners Tutorial | Masterclass 2025

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Video Summary

Summary

Core Theme

This master class provides a comprehensive guide to setting up and utilizing Zoho Desk as a scalable customer support system, covering its core functionalities, workflow, setup, training, reporting, and automation capabilities.

in this master class we are going to

cover Zoho desk that way you can build

and use a customer support system that

scales so we're going to start with what

Zoho desk is and why it's useful then

we'll discuss Zoho desk workflow that

way you can understand how the

application is generally worked

providing you with much needed context

right off the bat from there we'll

discuss proper setup in Zoho desk

because setting up Zoho wrong sets you

and your system up for failure then

we'll discuss Zoho desk basic training

reporting how to build automations and

more okay so this master class is

beginner friendly so if you are a Zoho

desk beginner don't stress it you'll be

a Zoho desk power user by the end of the

training and before we get into the

master class don't forget to like And

subscribe to the channel by subscribing

you'll stay up todate on Zoho changes

and you'll get in-depth training on

various Zoho applications for [Music]

[Music] free

all right so let's start off with what

Zoho desk actually is and I think the

best way to explain this to you is to

show you an example of what most people

do and why it's not a scalable system so

a lot of people will have a email for

support on their site this is one of my

client sites you can also see Zoho has

the same thing they have a bunch of

different emails that you can send an

email to um in order to get into contact

with the organization

now Zoho definitely doesn't do this but

smaller organizations do this all the

time where this email actually goes to

someone's individual email inbox like

their Gmail account their Outlook

account whatever email client that

they're using that's where the email

will be sent and they'll manage all

their customer support from their email

inbox and that's okay if you're planning

on staying small but if you're planning

to grow and expand your customer support

efforts that's just not going to work

because you're going to have a team of

people around you who want to also help

you tackle the different situations that

arise that demand customer support so

the way that you scale the system is you

have a desk solution like Zoho desk and

Zoho desk essentially allows you to set

up a shared email inbox and when you

think of Zoho desk I want you to think

of a shared email inbox or in other

words in other words it's an email inbox

that your whole team can jump into that

way each of you can contribute to the

customer support efforts not all of you

have to log into the same email client

or email address I mean would you really

want to as a customer support rep give

everyone access to your email client

like your Gmail or your outlook no

you're not going to do that you

shouldn't do that you should get a de

solution what you can do is when people

email this email it will Port over to

your Zoho death solution and it's so

much more robust because then you can

round robin aign or assign by Department

or assigned by location the different

tickets and a ticket meaning a a ticket

represents a situation in which you need

to provide customer support it could be

a question could be a concern anything

where a customer feels like they need

support they can email you and that

becomes a ticket in a des solution so

we're going to go way more in depth on

that but the thing I want you to

understand from this section of the

video is Zoho desk equals a shared email

inbox for your team all right now we're

going to discuss the overall Des

workflow and I think this is really

important to do before I go into basic

training or anything else because if you

don't know generally how the application

is supposed to work in the user flow

then you're going to be kind of waiting

and like you're going to be on the edge

of your seat throughout the rest of the

video thinking but what what's the give

me the whole picture so I'm going to

give you the whole picture and then

we're going to zoom in in later sections

of the video to uh more specific

training like basic user training how to

build automations how to build reports

but before I show you any of that I want

to show you how Zoho desk flows um from

the customer over to your team and how a

team operates the

system so let's start with the client

site I was showing you earlier on most

websites there should be some kind of

support email function now there's a lot

of channels that can actually trigger a

Zoho support ticket um a ticket

submission you can use a form on your

site most people have like a support

domain.com something like that um but if

you don't have it that's totally fine

the idea is that you have somewhere on

your site for someone to request support

now you can see Zoho also has this as

well they have different support email

addresses that you can contact and then

your desk solution Zoho desk should

provide you with support email addresses

and you can see here these are the

support email addresses that I'm getting

for this demo instance out of the box

but you should customize yours so it

says support noty domain. zoho.com

that's ugly you want support aty

yourdomain.com and you can customize

these we're going to go in that more in

depth later and during the setup section

but for now we're going to use this

exact email address which Zoho gives you

out of the box to submit a ticket so you

can see here I'm inside of Gmail yes I

use Gmail instead of zohomail the reason

that I do is I really like uh Google's

workspace Suite better than Zoho

workspace Suite I love Zoho for what

Zoho is amazing at but I also like

Google for what Google is amazing at so

I'm like married to Gmail I've been

using it since I was pretty young and so

Gmail is better than Zoho Mail in my

opinion that's why I use it so with that in

mind um I'm going to send an email to

the support address right support

Brockbank agency. Zod desk.com support

of Brockbank agency. Zod desk.com you

can send an email to this support

address as well and it would enter my

demo zesk

instance so with that I'm going to go

ahead and send this and now that it's

sent we're going to give it a couple of

seconds and then we're going to jump

over to Zoho desk and this is where

customer support agents live right

they're inside of Zoho desk and this is

the Zoho one interface that's why you're

seeing a sidebar so the application Zoho

desk you can also if you're just using

Zoho go to desk. zoho.com and then it

will take you to this interface you're

just not going to see the sidebar you're

going to see everything to the right of

that all right so with that I don't

think you can see the URL but I'm at 1

doo.com um you can also go to

desktop.com okay so a customer support

agent is in this Bo okay and we're going

to refresh this and we should see a

moment awesome okay Brock Bank

Consulting to support that email that I

set up earlier it's entered into the

system and so when someone emails the

support address it enters as a ticket a

ticket representing a situation in which

you need to provide support someone's

got a question a concern they they need

some help and you're supposed to provide

it so the nice thing about the nice

Advantage here with Zoho desk as opposed

to me just managing in my Gmail or Zoho

Mail is I can invite other users as I

grow and I can assign them tasks you can

see this one's assigned to me but what I

do from here is I click in and now I've

expanded this view right so this is the

all tickets view but I can click into a

specific ticket and get more detailed

information on the ticket and this is

where things get interesting so you

still have the list view which is nice

it's just condensed to the left hand

side of the screen more in the center of

the screen here more in the center of

the screen here we've got ticket

properties right so I've got contact

information unfortunately I have this

synced with Zoho CRM which I highly

recommend you do if you're using Zoho

CRM and Zoho desk in Tangent in tandem

together because um you you want to be

able to just hop over to Zoho CRM if you

want to reference additional information

that's not contained on the ticket or in

the Zoho desk record so here's some key

information you got the ticket owner the

status the due date any tags I want to

apply ticket information the layout that

I'm in phone number product name skills

you can add custom fields to the as well

it gives you additional information or

data points on the ticket cool all right

so on the right hand side here

everything from this point to the right

we've got the ticket itself so you can

see the title of the ticket is the um

subject line that I gave the email that I

sent and from here you've got a bunch of

granular information you can look into

you can even time yourself so you can

see how long it takes you to respond and

then here it starts to look kind of like

like an email right reply all just reply

forward and then you can also add

comments you can add a comment to the

ticket it's not going to actually send

to the client unless you want it to you

can comment private essentially this

just allows your team to collaborate

more effectively so you're going to

roast someone when you're giving

customer support you do it privately you

shouldn't roast anybody but a lot of

customer support agents you'd be

surprised what's going on in the

comments section um when you're asking

questions so um don't do that but if you

do do it in private all right you can

also edit the ticket move the ticket

around change the layout share follow

the ticket so that you can see what's

going on in the updates that are being

made to a ticket in the thread Mark is

UN red mark spam delete clone you got a

bunch of options there now to go over

General workflow with you essentially

you're going to treat this as if you

were in your email inbox responding to

somebody who emailed you right so You'

go to reply all and you say okay so this

is the problem he team our client with

our client x with organization why is

having an issue you disassociate the

currently Associated Zoho analytics

account enabling us you know initially

you'd probably say something like thank

you so much for um for reaching out um

and then you could when you go to

reply you got a couple of options you

probably want a templated initial

response just hey thanks for reaching

out we're going to analyze what you said

we're going to get you a solution so you

have all these different agent

notifications that you can use and this

is the email template right so right

here this is a template and then you've

also got Snippets so Snippets is like a

personal template it's like a template

is going to be shared with everybody

hopefully so that they can all take

advantage of you know a response for a

frequently Asked question whereas a

snippet is more of like your personal

database you can also share Snippets and

that's where they kind of overlap but

generally you're going to make a snippet

for you so that's how you have the

snippet section if I click on a snippet

you can see it populates here I'll do

that again for you you just click here

and then it will populate

inside of the response then for a

template same deal so if I go here and I

click you can see it populates here and

it looks a little more professional or

maybe not professional it's it's more

prettied up but generally

um people will use Snippets for

themselves and then templates are shared

amongst the

organization from there you can also use

more in depth because I think this is

important is you want the the knowledge

base helps you twofold it's two birds

one stone and that number one it helps

you and I mean it's kind of three birds

one stone because it helps you to

collect all that information and have it

available for you to just be able to pce

into a ticket I mean how nice is this

just be able to have Zoho analyze the

issue and suggest articles for you and

then you paste it into the ticket that's

super helpful but the next thing that's

helpful about this is then the rest of

your team can use it so you want to be a

team player you want to make sure the

resources you're developing can be used

across the team to make their lives

easier and and to improve the customer support

support

experience third what's really cool is

then you can have these articles

automatically published or published

when they're ready to go to the help

center from the knowledge base your

knowledge base is the essentially a

collection of Articles so your knowledge

base is Central hub for all the

information you're collecting in the

Articles you can publish your knowledge

base through the help center that way

you can be proactive about customer

support this is where it really doesn't

help you as a user per se but kind of

because customers can first go to the

help center and analyze all the Articles

or read through all the articles that

you have there before they come to you

which is really important so the main

thing to take away from this is um that

there's a knowledge based section for

all the articles that you have

created and you want to make sure the

knowledge base is there because number

one it could be displayed in a help

center number two you want to make sure

your customer support agents your fellow

agents are able to jump in here and view

these as well

to understanding the knowledge base okay

so how to access articles in the

knowledge base so you can just jump into

the knowledge base section you should

see that module and then you can just

click onto an article and you can read

it um this is how you access it

individually again you if you remember

when I was in the ticket suggested

articles also pop up as you respond to a

ticket it goes to that section

automatically for you which is great so

you can actually flip through the

various articles and you can brush up on

the articles that your organization has

created and then in addition to this you

can create your own you can add an

article and you can see since I'm

already in the knowledge base Zoho is

smart it knows okay you're in the

knowledge base so if you click on this

quick ad it's going to create an article

you can also at any time click on the

drop down for quick action and then you

can go ahead and create an article so

you can also if you want to get fancy

you can use the and you're really a

power user if you're using shortcuts

your uh hot Keys that's the way to go

okay so you have articles that you can

create right here once you create an

article it's almost as if you're inside

of a word doc you can just go into here

add a title and then you can go through

all the information that you want to add

or frequently asked questions or just

information you think is valuable for

people to read through so that they can

get the support that they need and that

you're trying to

offer all right how to create an article

for the knowledge base we went over that

to access articles we went over that

let's talk about how to access customer

information so when you're inside of a

ticket a ticket should be Associated to

a customer and you should be able to see

their contact information right

here now if you're integrated with the

CRM you should be able to jump in and

see their CRM information as

well and that is really helpful

information to see right alongside the

ticket right customer information here

or contact info and then the ticket

information here now what you can do as

well is you can actually jump to the

customer section directly and then

you're just going to be able to see a

list of all your different contacts and

your accounts you can flip through those

and so if you want to jump through and

see all that

information you can simply click on

those views and you can look to here let

me on

this here we go so if you jump over to

customers you'll see your contact in

your accounts just make sure that you

expand this so that you can see hey

these are all my contacts these are the

different views or contacts and at the

bottom you'll see accounts it's

different views for different instances

if you're in Zoho desk or Zoho one but

the idea is you can see your contacts

which represents people and accounts

which represents organizations that

they're Associated

to all right so that is how you can

access customer information both contact

and account let's talk about Zoho mobile

training I think it's really critical

that if you're going to use Zoho Des you

have all the tools that Zoho Des offers

equipped that way if you're on the go

you can still provide customer support

as an agent so we're going to talk about

how to use the Zoho Des mobile

application and then if you are here and

you are an administrator and you want to

know the administrative tools that are

available to you when I say

administrator it's someone that's not

only using the system it's someone who's

also managing the system the development

of the system they're using reports they

building automations if you're an

administrator you want to check out not

just the Zoho desk mobile app but the

Zoho desk radar application which allows

for advanced reporting on the go so

we're going to go over all that in more

in the next section of this video all

right now we're going to get the Zoho

Des mobile application and the Zoho

radar application only worry about the

Zoho radar application if you're an

administrator but everyone who's inside

of Zoho Des should have the mobile

application installed as well so this is

how you actually go about installing it

go ahead and jump into the App Store if

you're on a iPhone and if you're using

an Android device just go to the Play

Store and search for Zoho desk and you

can see I already have it installed here

um but if you don't have it installed go

ahead click into it and download it and

see a quick preview of a bunch of the

features there and then if you are a

Zoho desk administrator meaning you're

going to manage the system you're going

to mess around with the automations and

the development and the reporting then

go ahead and get Zoho radar for Zoho

desk it's great application for

administrators so go and go ahead and

download those and then I'm going to go

to desk like

this and then from here I'm going to go

ahead and sign in all right so now that

I've signed in you can see here I'm in

the Zoho desk mobile

application so from here what's really

nice is I can go to all tickets and I

can view all the tickets that are here

and I can even jump into a ticket and

see all of the different Communications

that have gone back and forth within a

ticket and the key thing you want to

take away here is when you can you're

going to want to use the desktop um web

application right you're going to want

to go through your um desktop device or

your laptop but sometimes you're just on

the go and that's not going to be an

option and that's when you want to use

this Zoho desk mobile

application um and refer to information

here so some of the cool things that you

can do in here you can go ahead and

click on the top right um on this pencil

icon and you can from here you can edit

the information on the ticket which is

great uh from here you can also change

the different statuses so you can see

all the statuses are popping up here for

me as well and then you can also make

attachments so if you have attachments

on your device that you want to include

there you can do that as well so most of

the things you can do from the desktop

mobile application from the web

application on a desktop um you can do

here to on the ticket view which is

great you can see I can actually respond

we can reply reply all forward and I

have quite a few options here which is

great um I also have all the different

views that we discussed earlier here in

the um top navigation here I have the

handshake mode time mode list view um I

can even see in relation to my status

mode and then priority mode I have all

of that available here in the tickets I

can even see a feed section so you can

see generally the different information

or the different updates across Zoho

desk right from here I can even change

departments if I am included in multiple

departments so a very powerful

application you can see I can even go to

Notifications see the different

notifications can even view my contacts

from here and go to more and I can go to

approvals IM accounts and settings so

make sure first of all that you download

the application and second of all you

can view all of the tickets there so you

can manage your tickets from your phone

while you're on the go you can reply you

can edit tickets you can do quite a bit

in here until you're able to get back to

your desktop to provide better customer

support so with that that's how you can

use Zoho desk mobile application and now

we're going to transition into using

radar so if you are

a z desk administrator for your

organization you're going to want to

check out Zoho radar um here's a couple

of things that are noteworthy about the

radar app real time stats at your

service so the thing about Zoho radar is

essentially what Zoho is saying is hey

we can't give you reporting in the Zoho

desk mobile application so we created a

separate app entirely for more of the

reporting side or the administrative

functions and so that's why you have the

Zoho radar desk application so real time

stats exceptions no longer expected your

data your way interesting okay

essentially you can see live traffic

response times um different insights for

reporting feeds quick view uh just gives

you more of an administrative

understanding of the system I'm going to

go ahead and sign in okay now that I

have signed

in I can see live traffic so I can see

incoming uh traffic outgoing traffic um

if I have the extension installed on my

website you can see all of that and then

the nice thing about this too is I can

search for tickets agents and contacts

so this is different than what we see we

saw previously within the Zoho desk

application where I'm really in the Zoho

Des application not I can't do a lot of

administrative work here right like I

can't see the different agency I can see

different tickets that's what's nice

about Zoho radar if we flip back is I

can go over and see the different agents

that are in system as well as you can

see I'm the only agent which makes sense

I'm in a demonstration instance but here

I also have this quick view and this

quick view shows me all the tickets that

are in the system and essentially it's a

Zoho radar as in mobile application is a

buffed up version of Zoho desk mobile

application for administrators that's

the way that you think about it there is

some overlap obviously right because I

can view tickets here and um do some of

the things I can do in the Zoho Des

mobile application but this is primarily

for administrators so if you're an

administrator get both you're not going

to regret it you'll need to have both okay so here's where I can get into

okay so here's where I can get into configuration for the radar store select

configuration for the radar store select the customer support metrics that you

the customer support metrics that you want to monitor so here I can see live

want to monitor so here I can see live traffic and then I can see Channel

traffic and then I can see Channel traffic daily Trend current stats I'm

traffic daily Trend current stats I'm going to go ah and select a bunch of

going to go ah and select a bunch of these the radar store just allows me to

these the radar store just allows me to select the different reports that I want

select the different reports that I want to see exception handling see daily

to see exception handling see daily toast get notified pick a time to get

toast get notified pick a time to get notified about daily ticket stats

notified about daily ticket stats average time handling first Contact

average time handling first Contact resolution all these important metrics I

resolution all these important metrics I can just get right from my mobile app

can just get right from my mobile app and I can apply I can set different

and I can apply I can set different preferences here as well if I want to

preferences here as well if I want to change the different color if I want to

change the different color if I want to go to dark mode or if I want it to be

go to dark mode or if I want it to be automatic do that as well going to go

automatic do that as well going to go ahead and keep it in dark mode I'll do

ahead and keep it in dark mode I'll do red on black here those are my

red on black here those are my colors and then from here I can jump

colors and then from here I can jump into the menu and then I can see the

into the menu and then I can see the different trends that are happening see

different trends that are happening see the daily Trend and go back and go to

the daily Trend and go back and go to Stats and essentially gives me um all

Stats and essentially gives me um all the reports that I want and that I

the reports that I want and that I configured previously right so customer

configured previously right so customer stats or current stats average handling

stats or current stats average handling time first Contact resolution I'm going

time first Contact resolution I'm going to break some of these down for you so

to break some of these down for you so average handling time this is like how

average handling time this is like how long it takes you on average over the

long it takes you on average over the last s days right and you can actually

last s days right and you can actually change that to 30 days whatever time

change that to 30 days whatever time span makes sense to you you for

span makes sense to you you for reporting you can see hey on average how

reporting you can see hey on average how long does it take us for us to get do

long does it take us for us to get do our first response how how long does it

our first response how how long does it take us on average to respond in general

take us on average to respond in general right because you can have 50 responses

right because you can have 50 responses in one ticket so on average how how fast

in one ticket so on average how how fast do we respond then you can see

do we respond then you can see resolution that just means closed one if

resolution that just means closed one if it's it's closed one there was a

it's it's closed one there was a resolution to the ticket or the

resolution to the ticket or the situation that required customer support

situation that required customer support got first Contact resolution you can

got first Contact resolution you can kind of jump in there more depth and

kind of jump in there more depth and then customer happiness uh people can

then customer happiness uh people can customers can reply or respond to a

customers can reply or respond to a ticket with a rating and say how happy

ticket with a rating and say how happy they are with their customer support

they are with their customer support service so you can view all that

service so you can view all that information at a glance within the

information at a glance within the application super helpful administrator

application super helpful administrator tool here to be able to view the

tool here to be able to view the different reports that are critical for

different reports that are critical for you so main thing I want you to take

you so main thing I want you to take away from here is if you're going to use

away from here is if you're going to use Zoho desk you might as well go all in

Zoho desk you might as well go all in and get um all the tools that are

and get um all the tools that are available from the application not just

available from the application not just the web application but you want to have

the web application but you want to have the web application you want to have the

the web application you want to have the Zoho desk mobile application and if

Zoho desk mobile application and if you're an administrator you also want

you're an administrator you also want access to the radar application everyone

access to the radar application everyone loves automation because it allows you

loves automation because it allows you to work while you sleep and you can

to work while you sleep and you can automate the Redundant and mundane tasks

automate the Redundant and mundane tasks that way you can focus on what's most

that way you can focus on what's most critical for the organization and you

critical for the organization and you can put your brain power in the right

can put your brain power in the right place and

place and allow the software to work for you so

allow the software to work for you so this is really why you use a solution

this is really why you use a solution like Zoho Des not just for reporting in

like Zoho Des not just for reporting in and usability and organizing your

and usability and organizing your organizing your data but it allows you

organizing your data but it allows you to automate and that's what I find my

to automate and that's what I find my clients get most excited about is

clients get most excited about is automation

automation opportunity so some Pro tips before we

opportunity so some Pro tips before we jump in and I actually show you

jump in and I actually show you tactically how to go about automation

tactically how to go about automation because I think this is helpful to know

because I think this is helpful to know up front number one every workflow

up front number one every workflow follows the same pattern and the pattern

follows the same pattern and the pattern of every workflow is three-fold you've

of every workflow is three-fold you've got the trigger you've got the condition

got the trigger you've got the condition which is optional then you have the

which is optional then you have the action so you'll notice as we create

action so you'll notice as we create each of these automations no no matter

each of these automations no no matter where you go to create an automation

where you go to create an automation it's going to follow those three

it's going to follow those three components that same workflow you're

components that same workflow you're going to set up a trigger and a trigger

going to set up a trigger and a trigger has two parts it has two two options for

has two parts it has two two options for a trigger you have event based triggers

a trigger you have event based triggers and then you have time based triggers so

and then you have time based triggers so an event based trigger would be like

an event based trigger would be like when a record is created then trigger

when a record is created then trigger the automation

the automation a Time based trigger would be every

a Time based trigger would be every morning at 8: a.m. trigger this

morning at 8: a.m. trigger this automation or you could say when this

automation or you could say when this field that says birthday when it's that

field that says birthday when it's that day trigger this automation that's

day trigger this automation that's another time based trigger so you have

another time based trigger so you have those two general trigger types for an

those two general trigger types for an Automation and then the condition the if

Automation and then the condition the if you'll notice we'll go through that when

you'll notice we'll go through that when we go through the workflow Builder and Z

we go through the workflow Builder and Z flow and the other tools here for

flow and the other tools here for automation that's optional you don't

automation that's optional you don't have to put a condition you can say

have to put a condition you can say every time a record is created every

every time a record is created every single time it's someone's birth they

single time it's someone's birth they send out a message you can also say hey

send out a message you can also say hey if it's created and this field equals X

if it's created and this field equals X Y or Z then trigger the automation just

Y or Z then trigger the automation just allows you to be a little more

allows you to be a little more intentional about the automations that

intentional about the automations that you're creating and then you have the

you're creating and then you have the then so when if then trigger condition

then so when if then trigger condition action the action is what you actually

action the action is what you actually want the automation to do you want it to

want the automation to do you want it to send the birthday message you want it to

send the birthday message you want it to um send out a notification you want it

um send out a notification you want it to assign you want the system Zoho Des

to assign you want the system Zoho Des to assign a ticket to somebody it's the

to assign a ticket to somebody it's the then what do you actually want to do

then what do you actually want to do with the automation so I'm really

with the automation so I'm really excited to go over this this stuff is

excited to go over this this stuff is pretty fun one last tip for you examine

pretty fun one last tip for you examine your operations to build impactful

your operations to build impactful automation don't rush automate it takes

automation don't rush automate it takes a lot of effort okay so I see a lot of

a lot of effort okay so I see a lot of people that just want to jump in and

people that just want to jump in and automate everything and we're going to

automate everything and we're going to go over the best way to prioritize

go over the best way to prioritize automations because automations take a

automations because automations take a lot of time and effort and it's not

lot of time and effort and it's not always worth

always worth the time and effort it takes to automate

the time and effort it takes to automate something especially when you have this

something especially when you have this automate everything mentality you've got

automate everything mentality you've got to realize you don't want to cement bad

to realize you don't want to cement bad practices into your

practices into your organization so you need to be able to

organization so you need to be able to prioritize the most impactful

prioritize the most impactful automations in your organization what

automations in your organization what you should actually go about building

you should actually go about building that's what we're going to talk about

that's what we're going to talk about here with this effort impact Matrix and

here with this effort impact Matrix and the idea here is you can list all all

the idea here is you can list all all the potential automations that you are

the potential automations that you are thinking of building out and another way

thinking of building out and another way to do that is actually to line out your

to do that is actually to line out your or to um build your process from left to

or to um build your process from left to right or simply in a bulleted list and

right or simply in a bulleted list and go through the whole process and circle

go through the whole process and circle opportunities for automation examine

opportunities for automation examine your operations and say what are things

your operations and say what are things I could potentially automate here so

I could potentially automate here so don't have to do it manually from that

don't have to do it manually from that list and you circling different

list and you circling different opportunities what you can do is you can

opportunities what you can do is you can bring them into stick notes and you can

bring them into stick notes and you can do this

do this exercise and this is a very popular

exercise and this is a very popular decision making framework and it works

decision making framework and it works really well you would take the list of

really well you would take the list of opportunities to automate something in

opportunities to automate something in your organization and you would say okay

your organization and you would say okay on a scale of one one being low impact

on a scale of one one being low impact and 10 being high impact what would be

and 10 being high impact what would be the most impactful automations that is

the most impactful automations that is kind of vague but it's the best word we

kind of vague but it's the best word we can use impact because I don't know how

can use impact because I don't know how to define what's going to be most

to define what's going to be most impactful for your organization and as a

impactful for your organization and as a consult

consult I can make a guess and say ah it seems

I can make a guess and say ah it seems higher than that but you're going to

higher than that but you're going to know based on the specific situations

know based on the specific situations your organization is in what's going to

your organization is in what's going to be most impactful for your organization

be most impactful for your organization to implement and so that's what I'd

to implement and so that's what I'd suggest you determine impact what's

suggest you determine impact what's going to be most

going to be most impactful and then you'll line up every

impactful and then you'll line up every single opportunity for automation on the

single opportunity for automation on the high impact axis here the Y AIS then the

high impact axis here the Y AIS then the x-axis is effort so how much effort is

x-axis is effort so how much effort is it going to take to actually get this

it going to take to actually get this completed now this is where you may

completed now this is where you may struggle with understanding how hard

struggle with understanding how hard it's going to be and it might be easier

it's going to be and it might be easier for me to understand because I've done

for me to understand because I've done it before so based on the automation

it before so based on the automation you're trying to create you can actually

you're trying to create you can actually go to an expert a software partner an

go to an expert a software partner an automation specialist someone technical

automation specialist someone technical on your team your it team whoever can

on your team your it team whoever can understand the intricacies of actually

understand the intricacies of actually building automations should be able to

building automations should be able to help you determine okay based on all the

help you determine okay based on all the automations you've listed and said you

automations you've listed and said you know these are going to be the most

know these are going to be the most impactful this is how much effort it's

impactful this is how much effort it's going to take to get done and then

going to take to get done and then they're going to sort them from left to

they're going to sort them from left to right for you and that's where you can

right for you and that's where you can then see what the best opportunities are

then see what the best opportunities are and what you can do so if something is

and what you can do so if something is super high impact and low

super high impact and low effort so it's here right the the closer

effort so it's here right the the closer you are to the top left

you are to the top left the better the opportunity for

the better the opportunity for automation is it's super high impact

automation is it's super high impact it's low effort that's something it's a

it's low effort that's something it's a quick and easy win it's going to be very

quick and easy win it's going to be very impactful for you it's not going to take

impactful for you it's not going to take a lot of effort to get done let's move

a lot of effort to get done let's move on that quickly this is low hanging

on that quickly this is low hanging fruit then you have major projects it's

fruit then you have major projects it's high impact but it's going to take

high impact but it's going to take forever and it's going to take a lot of

forever and it's going to take a lot of effort that's a high impact

effort that's a high impact but High also I high

but High also I high effort uh objective which means it's

effort uh objective which means it's going to be a long-term project it's

going to be a long-term project it's going to take a little more organization

going to take a little more organization so let's move on these first because

so let's move on these first because they're high impact and low effer and

they're high impact and low effer and then we can move over to Major projects

then we can move over to Major projects then you've got fill in which I also

then you've got fill in which I also will call a backlog for task which means

will call a backlog for task which means slow eper it's not going to be that hard

slow eper it's not going to be that hard to get done but it's also low impact

to get done but it's also low impact it's not super impactful to the

it's not super impactful to the organization so these are things that we

organization so these are things that we can keep in mind but they're not

can keep in mind but they're not necessarily critical to operations and

necessarily critical to operations and then you have things that are high

then you have things that are high effort and very low impact which means

effort and very low impact which means they're Money Pit they're not going to

they're Money Pit they're not going to do anything for you it's not really

do anything for you it's not really worth focusing on it was a nice thought

worth focusing on it was a nice thought but let's not actually move on it

but let's not actually move on it because you have with automation the

because you have with automation the important thing to understand is it's a

important thing to understand is it's a game of strategy you have very finite

game of strategy you have very finite resources in time you have infinite

resources in time you have infinite number of things you can do with the

number of things you can do with the software especially Zoho desk it's

software especially Zoho desk it's extremely robust people always complain

extremely robust people always complain to me they say we already we only know

to me they say we already we only know we're using 5% of the application that's

we're using 5% of the application that's pretty normal I've never met anyone

pretty normal I've never met anyone who's using 100% of an application I've

who's using 100% of an application I've seen people who are using 10 15% really

seen people who are using 10 15% really well not anyone that's using 100% so the

well not anyone that's using 100% so the key thing isn't measuring how much of

key thing isn't measuring how much of the system that you're using but how

the system that you're using but how impactful the system is in helping you

impactful the system is in helping you operate in the best way possible and the

operate in the best way possible and the way that you can do that is by making

way that you can do that is by making better decisions about how you're going

better decisions about how you're going to develop the system over time because

to develop the system over time because you can't develop everything can't use

you can't develop everything can't use all the options in Zoho desk you can

all the options in Zoho desk you can only you should only be using the most

only you should only be using the most impactful features and functionalities

impactful features and functionalities within an application so that is a

within an application so that is a decision uh making framework here the

decision uh making framework here the effort impact map and that's a quick

effort impact map and that's a quick exercise that you can do with a team in

exercise that you can do with a team in a workshop section to determine what

a workshop section to determine what you're going to automate and you can

you're going to automate and you can just do it personally if you're just a

just do it personally if you're just a onean shop or one person shop then you

onean shop or one person shop then you can just do that for yourself it's

can just do that for yourself it's totally fine those are some professional

totally fine those are some professional tips for you every workflow follows the

tips for you every workflow follows the same pattern examine your operations

same pattern examine your operations effort impact Matrix so this is the more

effort impact Matrix so this is the more conceptual part of this section I just

conceptual part of this section I just these are really helpful tips that help

these are really helpful tips that help uh you make better decisions before or

uh you make better decisions before or you even go about automation the last

you even go about automation the last thing that I want to have happen to you

thing that I want to have happen to you is you get really excited about

is you get really excited about automation you build one it's useless

automation you build one it's useless and you're like automation who cares I'm

and you're like automation who cares I'm just going to do things manually so you

just going to do things manually so you got to go slow initially to go fast and

got to go slow initially to go fast and that will make automation much better

that will make automation much better for you and your organization so we're

for you and your organization so we're going to transition over to the Tactical

going to transition over to the Tactical and what we have for tactical in

and what we have for tactical in automation is we're going to do a ticket

automation is we're going to do a ticket assignment automation we're going to do

assignment automation we're going to do SLA escalation automation SLA if you're

SLA escalation automation SLA if you're not familiar just means service level

not familiar just means service level agreement and essentially service level

agreement and essentially service level agreement is if someone purchases

agreement is if someone purchases something from you a service or a

something from you a service or a product they want to know what level of

product they want to know what level of service or customer support they can

service or customer support they can expect from you after the transaction

expect from you after the transaction occurs so for example they say hey I'm a

occurs so for example they say hey I'm a premium client of yours does that mean

premium client of yours does that mean I'm going to I'm going to hear from you

I'm going to I'm going to hear from you 12 hours after I submit a ticket 24

12 hours after I submit a ticket 24 hours 48 hours what can I expect so

hours 48 hours what can I expect so that's

that's SLA what you also have here is

SLA what you also have here is notification Automation and the

notification Automation and the notification automation allows your

notification automation allows your agents and the people in your organiz

agents and the people in your organiz oranization to get notifications on

oranization to get notifications on what's happening in real time inside of

what's happening in real time inside of Zoho desk and then finally you have Zoho

Zoho desk and then finally you have Zoho flow it's really important to understand

flow it's really important to understand Zoho flow it's essentially like zapier

Zoho flow it's essentially like zapier zapier is a very popular automation

zapier is a very popular automation platform zof flow has an equivalent

platform zof flow has an equivalent product to zapier that you should just

product to zapier that you should just take advantage of because it's just as

take advantage of because it's just as robust if not more robust has tons of

robust if not more robust has tons of options and it's way cheaper and if

options and it's way cheaper and if you're in zoha 1 you're actually already

you're in zoha 1 you're actually already paying for Zoho F so and why not use it

paying for Zoho F so and why not use it and it has lots of trigger points for

and it has lots of trigger points for Zoho desk as an application so we're

Zoho desk as an application so we're going to get into the Tactical of ticket

going to get into the Tactical of ticket assignment SLA escalation notification

assignment SLA escalation notification and Zoho flow all right let's start off

and Zoho flow all right let's start off with how we can create a ticket

with how we can create a ticket assignment automation now this is for

assignment automation now this is for the situation in which you are receiving

the situation in which you are receiving tickets or tickets are being created in

tickets or tickets are being created in your system and you have multiple people

your system and you have multiple people on your team so in order for your team

on your team so in order for your team to understand what tickets they need to

to understand what tickets they need to handle they need to be assigned to them

handle they need to be assigned to them something important to understand about

something important to understand about Zoho desk is each ticket needs to be

Zoho desk is each ticket needs to be assigned to someone on your team someone

assigned to someone on your team someone on your team being referred to as an

on your team being referred to as an agent so how do we actually do ticket

agent so how do we actually do ticket assignment to agents if we go into Soho

assignment to agents if we go into Soho desk and we click on the gear icon we'll

desk and we click on the gear icon we'll be taken to the screen and from here you

be taken to the screen and from here you need to click on assignment rules right

need to click on assignment rules right here this is dedicated automation

here this is dedicated automation specifically for assigning tickets you

specifically for assigning tickets you have two general directions you can take

have two general directions you can take ticket assignment you have direct

ticket assignment you have direct assignment and then round robin so

assignment and then round robin so direct assignment means hey if it meets

direct assignment means hey if it meets this criteria assign it to this specific

this criteria assign it to this specific person

person round robin means if a ticket comes in

round robin means if a ticket comes in distribute it to the next person in line

distribute it to the next person in line so if we have four people let's evenly

so if we have four people let's evenly distribute tickets as they come in

distribute tickets as they come in across the team that's round robin so

across the team that's round robin so you've got direct assignment and Round

you've got direct assignment and Round Robin the important thing to understand

Robin the important thing to understand here is operationally round robin sounds

here is operationally round robin sounds nicer and a lot of people should use

nicer and a lot of people should use round robin but direct assignment is

round robin but direct assignment is typically the way to go in that you'll

typically the way to go in that you'll directly assign a ticket to a manager

directly assign a ticket to a manager the manager will analyze the ticket and

the manager will analyze the ticket and send it over to an agent now you can use

send it over to an agent now you can use either depending on the situation but

either depending on the situation but I've I've realized over time that a lot

I've I've realized over time that a lot of people like to first as a manager see

of people like to first as a manager see the ticket and then assign it to the

the ticket and then assign it to the person that's the best fit sometimes you

person that's the best fit sometimes you can make it quantitative so if they're

can make it quantitative so if they're an X location assigned to y agent but a

an X location assigned to y agent but a lot of times it's qualitative it's

lot of times it's qualitative it's harder to measure so you have to see the

harder to measure so you have to see the ticket the different information you

ticket the different information you have to read between the lines and then

have to read between the lines and then send it over to a specific agent who's

send it over to a specific agent who's competent and able to solve that

competent and able to solve that particular problem so those are the two

particular problem so those are the two options that you have direct assignment

options that you have direct assignment and Round Robin now we're going to go

and Round Robin now we're going to go ahead and create a direct assignment

ahead and create a direct assignment workflow rule so we're going to click

workflow rule so we're going to click here go ahead and jump over to the

here go ahead and jump over to the assignment actually apologies click

assignment actually apologies click we'll click on new direct assignment and

we'll click on new direct assignment and we're going to go over to

we're going to go over to assign all created

assign all created tickets so when ticket is

tickets so when ticket is created and then we'll do the win if

created and then we'll do the win if then right so when is required if is

then right so when is required if is optional so we'll do when ticket is

optional so we'll do when ticket is created then we'll do it like

created then we'll do it like this when ticket is created then

this when ticket is created then update agent to

update agent to manager to customer support

manager to customer support manager all right so ticket create that

manager all right so ticket create that will be the trigger execute rule on

will be the trigger execute rule on again back to my earlier point when if

again back to my earlier point when if then here's the win section for the

then here's the win section for the assignment Builder ticket create not

assignment Builder ticket create not ticket update we'll add a

ticket update we'll add a Target and when tickets are coming into

Target and when tickets are coming into Brock Bank agency is a department right

Brock Bank agency is a department right we have our different departments here

we have our different departments here then I can choose criteria which is if

then I can choose criteria which is if we don't have to worry about that one

we don't have to worry about that one we're going to assign the ticket to the

we're going to assign the ticket to the manager so we just need to identify who

manager so we just need to identify who the manager is on the team and we can

the manager is on the team and we can save it so now since this is set up and

save it so now since this is set up and it's active I jump out of here with

it's active I jump out of here with direct assignment sign all created

direct assignment sign all created tickets when ticket is Creed then update

tickets when ticket is Creed then update agent to the customer support manager

agent to the customer support manager which is me unfortunately I'm using a

which is me unfortunately I'm using a demo instance so I don't have a lot of

demo instance so I don't have a lot of agents that I can choose from to show

agents that I can choose from to show you but you're just going to choose the

you but you're just going to choose the agent if your situation requires this

agent if your situation requires this you're going to choose the agent that is

you're going to choose the agent that is the customer support manager and that

the customer support manager and that will allow them to analyze the ticket

will allow them to analyze the ticket and then assign so that's how you can

and then assign so that's how you can create a direct

create a direct assignment rule inside of zesk and have

assignment rule inside of zesk and have it happen

it happen automatically now that just happens on

automatically now that just happens on creation so it's perfect automation for

creation so it's perfect automation for that situation let's talk about round

that situation let's talk about round robin so I'm going to mark this inactive

robin so I'm going to mark this inactive so we can do the round

so we can do the round robin I'll save it okay so if you want

robin I'll save it okay so if you want to do the round robin which again you

to do the round robin which again you can see here sequential assignment it

can see here sequential assignment it just evenly distributes tickets amongst

just evenly distributes tickets amongst a team as you can see here a great

a team as you can see here a great visualization actually then we can go to

visualization actually then we can go to new round robin assignment I'm going to

new round robin assignment I'm going to go ahead and remove this one do new

go ahead and remove this one do new round robin assignment do round robin to

round robin assignment do round robin to Brock Bank

Brock Bank agency

agency agents then

agents then when ticket is

when ticket is created then assign ticket to next agent

created then assign ticket to next agent in

in round robin

round robin assignment okay so this is on ticket

assignment okay so this is on ticket creation again we don't want to do it on

creation again we don't want to do it on update could you imagine every time you

update could you imagine every time you updated a ticket was assigned to

updated a ticket was assigned to somebody else that would be extremely

somebody else that would be extremely frustrating so don't select

frustrating so don't select that now we're going to go to and in

that now we're going to go to and in couple notes so the rule will not

couple notes so the rule will not reassign tickets that were assigned via

reassign tickets that were assigned via other automations the rule will not

other automations the rule will not assign more tickets than the number

assign more tickets than the number specified under threshold when we add a

specified under threshold when we add a Target here that'll make more sense so

Target here that'll make more sense so criteria again we're not going to select

criteria again we're not going to select a criteria because we're doing this as a

a criteria because we're doing this as a blanket automation for all tickets

blanket automation for all tickets created but if you wanted to make it

created but if you wanted to make it more specific and tailored to specific

more specific and tailored to specific tickets coming in the door you could

tickets coming in the door you could actually select different ticket data

actually select different ticket data points or fields and then further

points or fields and then further Whittle down when this Trigger or

Whittle down when this Trigger or automation would be applied to tickets

automation would be applied to tickets so round robin type load based

so round robin type load based assignment assign tickets to agents

assignment assign tickets to agents based on their load until everyone

based on their load until everyone receives the set threshold you can do

receives the set threshold you can do that most people do sequential assign

that most people do sequential assign tickets equally among agents in a

tickets equally among agents in a sequential manner in round robin fashion

sequential manner in round robin fashion you also do skill-based assign tickets

you also do skill-based assign tickets to agents according to their designed

to agents according to their designed designated skills that's a little more

designated skills that's a little more advanced and it's kind of hard to set up

advanced and it's kind of hard to set up so we're going to go with sequential and

so we're going to go with sequential and then here's some points to remember when

then here's some points to remember when the list of Agents assigned to assign

the list of Agents assigned to assign ticket to field is modified the round

ticket to field is modified the round robin sequential assignment will be

robin sequential assignment will be reset it will start assigning tickets

reset it will start assigning tickets from the first agent in the list again

from the first agent in the list again okay that's important when all agents or

okay that's important when all agents or a team is chosen then the round robin

a team is chosen then the round robin sequential assignment will assign

sequential assignment will assign tickets to the agents in alphabetical

tickets to the agents in alphabetical order so you're going to choose a team

order so you're going to choose a team it's essentially a group of Agents just

it's essentially a group of Agents just understand that it's going to do the

understand that it's going to do the round robin assignment there um if you

round robin assignment there um if you have five people on the team it's going

have five people on the team it's going to go through that team in order of an

to go through that team in order of an alphabetical order because it doesn't

alphabetical order because it doesn't really have any other order to go off of

really have any other order to go off of if you think about it all right so from

if you think about it all right so from here I would choose the agents I can

here I would choose the agents I can also choose different teams if I want to

also choose different teams if I want to and this will if I had multiple users I

and this will if I had multiple users I click through all the users that

click through all the users that were relevant to this automation

were relevant to this automation everyone on the team that I wanted to

everyone on the team that I wanted to get a ticket and then it would

get a ticket and then it would sequentially sign tickets coming in the

sequentially sign tickets coming in the door to different members or agents on

door to different members or agents on the team or could do load based

the team or could do load based automation um so I could select uh this

automation um so I could select uh this and then could save it and then we can

and then could save it and then we can set a threshold here to essentially say

set a threshold here to essentially say hey at this point everyone needs to to

hey at this point everyone needs to to meet uh a certain number of tickets that

meet uh a certain number of tickets that way um if we start the round robin and

way um if we start the round robin and one agent already has 50 tickets um it's

one agent already has 50 tickets um it's not really fair to them if they're

not really fair to them if they're having more tickets so you could do load

having more tickets so you could do load based assignment but again most people

based assignment but again most people are using sequential so it's not really

are using sequential so it's not really not really too tricky to decide that

not really too tricky to decide that there just go with sequential if you

there just go with sequential if you need to do load based you can move over

need to do load based you can move over to that later all right so that is how

to that later all right so that is how you can do ticket assignment automation

you can do ticket assignment automation inside of Zoho desk let's go over SLA

inside of Zoho desk let's go over SLA escalation automation so again an SLA

escalation automation so again an SLA just means hey this is the service level

just means hey this is the service level agreement we agreed on this service

agreement we agreed on this service before we took you on as a customer so

before we took you on as a customer so we're going to make sure that if there's

we're going to make sure that if there's anything outside of our

anything outside of our SLA that we escalate that ticket so it

SLA that we escalate that ticket so it can quickly get resolved so the way that

can quickly get resolved so the way that you get to the SLA section is you go to

you get to the SLA section is you go to settings go to Automation and then you

settings go to Automation and then you go to escalate

go to escalate SLA so here are the active slas these

SLA so here are the active slas these have been pregenerated for me but if I

have been pregenerated for me but if I go to Priority based slas we can

go to Priority based slas we can configure this one and make sense of

configure this one and make sense of what the SLA automation actually does so

what the SLA automation actually does so here's when when do you want to execute

here's when when do you want to execute this SLA ticket create execute only when

this SLA ticket create execute only when associated with an account we don't want

associated with an account we don't want to select this as this is just another

to select this as this is just another way to filter but you can see here's our

way to filter but you can see here's our when and here's our then and then here's

when and here's our then and then here's our if we can do some different

our if we can do some different conditions here to actually have this

conditions here to actually have this trigger keep in mind that slas are

trigger keep in mind that slas are dependent on the department that they're

dependent on the department that they're assigned to so you can assign different

assigned to so you can assign different slas to different

slas to different departments all righty so when when do

departments all righty so when when do you want to execute the SLA on ticket

you want to execute the SLA on ticket creation we can certainly do that we

creation we can certainly do that we want to respond to a ticket within a

want to respond to a ticket within a certain amount of hours so this is where

certain amount of hours so this is where we want to configure this more in depth

we want to configure this more in depth you can see here set the conditions for

you can see here set the conditions for this target so if there's a priority

this target so if there's a priority ticket is high so if I go into a ticket

ticket is high so if I go into a ticket show you

show you this I jump into a ticket

this I jump into a ticket here and I go over

here and I go over to Priority I select high and save now

to Priority I select high and save now we're going to trigger this SLA so the

we're going to trigger this SLA so the priority is high that's the if right we

priority is high that's the if right we have when if then here's the if it's the

have when if then here's the if it's the condition then what we want to do about

condition then what we want to do about it is we want to make sure that

it is we want to make sure that they um that we have a response to that

they um that we have a response to that ticket within let's say 4 hours let's

ticket within let's say 4 hours let's say that's our SLA only for their first

say that's our SLA only for their first response not every response has to be

response not every response has to be within four hours you may have that

within four hours you may have that requirement you may not but if you do

requirement you may not but if you do have that requirement you have an option

have that requirement you have an option that you can configure for which is

that you can configure for which is great so you have to respond within 4

great so you have to respond within 4 hours within once a ticket is created

hours within once a ticket is created you have to resolve the ticket which

you have to resolve the ticket which means SB Mark closed so response just

means SB Mark closed so response just means you have to email and say hey

means you have to email and say hey we've received your ticket we're

we've received your ticket we're analyzing things we we'll get back to

analyzing things we we'll get back to you and then resolve within means it

you and then resolve within means it needs to be marked closed jump over to

needs to be marked closed jump over to the ticket see there's different

the ticket see there's different statuses on hold you need a market

statuses on hold you need a market closed within 6

closed within 6 hours all right so within that or since

hours all right so within that or since we have this set for the response and

we have this set for the response and resolution time now we decide the then

resolution time now we decide the then the action that occurs once this is

the action that occurs once this is breached so response escalation if you

breached so response escalation if you don't respond within 4 hours what do we

don't respond within 4 hours what do we want to do about it so when to escalate

want to do about it so when to escalate on time you could also do after X amount

on time you could also do after X amount of minutes after or on the time on the

of minutes after or on the time on the dot four hours on the dot um if they

dot four hours on the dot um if they have not responded whom are we going to

have not responded whom are we going to escalate to usually we escalate to a

escalate to usually we escalate to a specific agent right we say hey this is

specific agent right we say hey this is the person to this is our manager we're

the person to this is our manager we're going to escalate to this manager if the

going to escalate to this manager if the SLA is breached then we can say we can

SLA is breached then we can say we can choose the template too

choose the template too and say notify agent when ticket is

and say notify agent when ticket is escalated saying hey this ticket has

escalated saying hey this ticket has breached the SLA agreement this is an

breached the SLA agreement this is an SLA violation you want to make sure that

SLA violation you want to make sure that this is taken care of you can select the

this is taken care of you can select the agent that will receive that

agent that will receive that notification and it will be assigned to

notification and it will be assigned to them or you can you can actually choose

them or you can you can actually choose you can build a workflow rule to assign

you can build a workflow rule to assign it to him but here would just be the

it to him but here would just be the notification escalation letting the

notification escalation letting the manager know that a ticket has breached

manager know that a ticket has breached or violated the SLA actions on

or violated the SLA actions on escalation um you can also so choose to

escalation um you can also so choose to again change the ticket owner to a

again change the ticket owner to a specific agent if you wanted to um you

specific agent if you wanted to um you could even set the ticket priority to

could even set the ticket priority to high so if for example this was priority

high so if for example this was priority is low you could then set it to high

is low you could then set it to high after the SLA has been violated on that

after the SLA has been violated on that ticket that's what you can do there

ticket that's what you can do there resolution escalation so you can choose

resolution escalation so you can choose the same criteria we just did

the same criteria we just did for assignment based on if a ticket has

for assignment based on if a ticket has been resolved or not if it's been if it

been resolved or not if it's been if it hasn't been closed in 6 hours then we

hasn't been closed in 6 hours then we want to escalate this want to make it a

want to escalate this want to make it a high priority now this is kind of a

high priority now this is kind of a tight SLA 6 hours and 4 hours but it

tight SLA 6 hours and 4 hours but it just depends on what your customer

just depends on what your customer support is able to provide for

support is able to provide for service and so you would choose the

service and so you would choose the template again who you'd want to send

template again who you'd want to send the notification to who you'd want to

the notification to who you'd want to escalate to then you can choose a new

escalate to then you can choose a new owner if

owner if needed then you can also so add number

needed then you can also so add number two which if you look here set when and

two which if you look here set when and whom to be escalated for level two

whom to be escalated for level two escalation so you can say Hey you know

escalation so you can say Hey you know on time we want to do it after this

on time we want to do it after this amount of time but if it's you know 3

amount of time but if it's you know 3 hours after or maybe we'll say a day

hours after or maybe we'll say a day after then we want to resolve someone

after then we want to resolve someone even higher in the food chain within the

even higher in the food chain within the Zoho or within the customer support

Zoho or within the customer support operations um hierarchy within your

operations um hierarchy within your organization we can do that as well

organization we can do that as well agent notification template you choose

agent notification template you choose that again so you can set multiple

that again so you can set multiple levels as well based on how long it's

levels as well based on how long it's been since the resol since it's breached

been since the resol since it's breached or violated the

or violated the SLA so you can also keep in mind you can

SLA so you can also keep in mind you can actually do it before so you can be

actually do it before so you can be proactive and say hey we're getting to

proactive and say hey we're getting to 20 minutes before the escalation we want

20 minutes before the escalation we want to make sure that it's reassigned that

to make sure that it's reassigned that way a customer support agent or manager

way a customer support agent or manager can take action and make sure that this

can take action and make sure that this is

is so that is how you can configure an SLA

so that is how you can configure an SLA Automation and that will help you to

Automation and that will help you to stay ahead of the game if you have a

stay ahead of the game if you have a service level agreement that you are

service level agreement that you are trying to keep to and if you do have a

trying to keep to and if you do have a service level agreement you are

service level agreement you are obligated to set this up so that you can

obligated to set this up so that you can provide the service that was promised

provide the service that was promised when you offered a product or service to

when you offered a product or service to a customer so that's SLA escalation

a customer so that's SLA escalation automation let's talk about notification

automation let's talk about notification automation so in order to get over to

automation so in order to get over to this notification section you go into

this notification section you go into settings and then you'll go to notify

settings and then you'll go to notify and this will keep your team up to date

and this will keep your team up to date in real time for what's going on in the

in real time for what's going on in the system so contact notifications or

system so contact notifications or contacts receiving a new ticket this is

contacts receiving a new ticket this is notifications actually not even for your

notifications actually not even for your agents but for your contacts so when a

agents but for your contacts so when a new ticket is received you can look here

new ticket is received you can look here you can configure a template say dear X

you can configure a template say dear X dear contact name your ticket has been

dear contact name your ticket has been created someone from our customer

created someone from our customer service team will reviewed and respond

service team will reviewed and respond shortly thanks

shortly thanks that can save your butt for SLA as well

that can save your butt for SLA as well so you can configure these different

so you can configure these different email templates and then SMS templates

email templates and then SMS templates as well for different events like

as well for different events like receiving a new ticket acknowledging a

receiving a new ticket acknowledging a ticket reply closing a ticket you'd want

ticket reply closing a ticket you'd want to set these so that your contact is

to set these so that your contact is notified with where their request is um

notified with where their request is um in your system so that's helpful to be

in your system so that's helpful to be very you want to be over communicative

very you want to be over communicative with your customers on where something

with your customers on where something is at in the process you don't want to

is at in the process you don't want to underc

underc wondering what's going on and if you're

wondering what's going on and if you're even doing anything about their issues

even doing anything about their issues or their questions so make sure that you

or their questions so make sure that you configure these to reflect the different

configure these to reflect the different events that are happening as you are

events that are happening as you are going about your customer support

going about your customer support operations for a customer so that's the

operations for a customer so that's the contact notifications section then you

contact notifications section then you have agent notifications again so for

have agent notifications again so for assigning a ticket if you wanted them to

assigning a ticket if you wanted them to be aware of that go you would go to edit

be aware of that go you would go to edit and then you would change the template

and then you would change the template if you wanted to change the template but

if you wanted to change the template but you'd select the modules already

you'd select the modules already selected the name is already selected or

selected the name is already selected or is already filled out for you you can

is already filled out for you you can select the folder that you'd like this

select the folder that you'd like this to exist within and then you can even

to exist within and then you can even choose who this will be from you have

choose who this will be from you have your different prom addresses here your

your different prom addresses here your reply to your subject and so forth so

reply to your subject and so forth so you can even add attachments to if you

you can even add attachments to if you need to but that allows you to notify

need to but that allows you to notify your agents for what's happening in the

your agents for what's happening in the system as well so I like that these are

system as well so I like that these are pre-built pre-built you can just flip

pre-built pre-built you can just flip them on they're all very useful and

them on they're all very useful and they're pretty intentional so you can go

they're pretty intentional so you can go through here and make sure that these

through here and make sure that these are selected that way you're agents are

are selected that way you're agents are getting a good idea of what's going on

getting a good idea of what's going on in the system as well so that is

in the system as well so that is notification automation inside of Zoho

notification automation inside of Zoho desk now we've got Zoho desk workflows

desk now we've got Zoho desk workflows all right so Zoho desk workflows are

all right so Zoho desk workflows are essentially the workflow Builder that

essentially the workflow Builder that gives you the most amount of flexibility

gives you the most amount of flexibility in building a workflow what we've gone

in building a workflow what we've gone over so far they're very situational

over so far they're very situational right SLA is very situational um

right SLA is very situational um assignment rules is very situational

assignment rules is very situational this is more General Building workflows

this is more General Building workflows more generally for more comp processes

more generally for more comp processes it's not as specific as the other

it's not as specific as the other automations we've gone through the way

automations we've gone through the way that you get to the section you go to

that you get to the section you go to settings and then you'll see workflows

settings and then you'll see workflows under the automation section go ahead

under the automation section go ahead and click on workflows and you'll be

and click on workflows and you'll be right here so again workflow rules like

right here so again workflow rules like the other um automations we've gone over

the other um automations we've gone over are dependent on the department so you

are dependent on the department so you want to make sure Department selected

want to make sure Department selected you can click to learn more through

you can click to learn more through there and then we can go to create rule

there and then we can go to create rule at the top right again let's just create

at the top right again let's just create rule right here Blue Button you go to

rule right here Blue Button you go to create the rule you'll select first of

create the rule you'll select first of all a module that this workful rule will

all a module that this workful rule will be um based in which in this example

be um based in which in this example we're going to go do ticket and then

we're going to go do ticket and then we're going to do ticket

we're going to do ticket name we'll do ticket

name we'll do ticket automation

demonstration wonderful I'll go to next so now we can choose the trigger for

so now we can choose the trigger for this automation we can do it on create

this automation we can do it on create edit customer reply then we can say hey

edit customer reply then we can say hey every time a customer rep replies we

every time a customer rep replies we want

want to on every single ticket we're not

to on every single ticket we're not going to select a criteria because

going to select a criteria because that's optional we're going to send a

that's optional we're going to send a notification send an alert or no alerts

notification send an alert or no alerts associated with this rule let's do this

associated with this rule let's do this we'll go create build updates assign

we'll go create build updates assign ticket

ticket email

email template let's do

notification and click not ification that's one way to do it I want to do it

that's one way to do it I want to do it like

like this actions

this actions create alerts ah okay we'll do an

create alerts ah okay we'll do an existing or a

existing or a new and then we can select a different

new and then we can select a different there we go we can select an email

there we go we can select an email template here and do

template here and do notify

agent notify agent when a response is sent for review you can choose the

sent for review you can choose the relevant notify agent when a customer

relevant notify agent when a customer replies do that and then send email

replies do that and then send email alert to a team or specific agent and

alert to a team or specific agent and I'm not doing this with a specific use

I'm not doing this with a specific use case I want to show you generally how

case I want to show you generally how this section is worked um choosing the

this section is worked um choosing the trigger is pretty straightforward um but

trigger is pretty straightforward um but actually choosing a action can get a

actually choosing a action can get a little um a little confusing because

little um a little confusing because there's so many different actions that

there's so many different actions that you can choose from you got email

you can choose from you got email template here notify agent when a

template here notify agent when a customer replies send email alert to

customer replies send email alert to agent and then you can choose the

agent and then you can choose the specific agent also notify the record

specific agent also notify the record owner record Creator notify contact the

owner record Creator notify contact the reason Zoho is able to do this also

reason Zoho is able to do this also notify section is because Zoho knows

notify section is because Zoho knows that we're in the tickets module because

that we're in the tickets module because we defined that earlier so now it knows

we defined that earlier so now it knows based on the ticket we can see

based on the ticket we can see Associated modules or objects like the

Associated modules or objects like the owner Creator the contact and additional

owner Creator the contact and additional recipients inside of that specific

recipients inside of that specific ticket so we could also notify them as

ticket so we could also notify them as well so very robust actions that you

well so very robust actions that you have here another thing that you can do

have here another thing that you can do you have a lot of different actions go

you have a lot of different actions go through you have alerts you have field

through you have alerts you have field updates so you can update fields on the

updates so you can update fields on the record you can assign the ticket to

record you can assign the ticket to somebody else you can add a comment send

somebody else you can add a comment send an email reply reply via instant message

an email reply reply via instant message notify via instant message so much going

notify via instant message so much going on there add tags remove tags add

on there add tags remove tags add followers Mark ticket is Spam share

followers Mark ticket is Spam share ticket add skills remove skills

ticket add skills remove skills recalculate skills resign ticket based

recalculate skills resign ticket based on skills wow change layout task custom

on skills wow change layout task custom functions there's so much going on here

functions there's so much going on here um then you have custom functionality

um then you have custom functionality which if you don't know Zoho allows you

which if you don't know Zoho allows you to build custom function custom

to build custom function custom functionality into Zoho desk so that you

functionality into Zoho desk so that you can further enhance the abilities of

can further enhance the abilities of Zoho desk for your organization in your

Zoho desk for your organization in your particular processes the way that it

particular processes the way that it allows you to do that is through

allows you to do that is through something called Deluge so you can see

something called Deluge so you can see existing automations I don't think there

existing automations I don't think there is one but if we were to create one we

is one but if we were to create one we can jump in and we can use Zoho Deluge

can jump in and we can use Zoho Deluge to add custom functionality into Zoho

to add custom functionality into Zoho desk for our organization we just need

desk for our organization we just need to pass data initially to the record via

to pass data initially to the record via arguments usually just pass the ID and

arguments usually just pass the ID and you are good to go with creating a

you are good to go with creating a custom script so this is the workflow

custom script so this is the workflow builder for Zoho desk we're going to

builder for Zoho desk we're going to take a step back so that's all of the

take a step back so that's all of the automation capabilities there's more but

automation capabilities there's more but that's the main automation capabilities

that's the main automation capabilities the critical ones within Zoho desk now

the critical ones within Zoho desk now we're going to transition into Zoho flow

we're going to transition into Zoho flow and in the same way that in reporting

and in the same way that in reporting you have reporting in Zoho desk and then

you have reporting in Zoho desk and then you have reporting in Zoho analytics for

you have reporting in Zoho analytics for automation you have automation

automation you have automation capabilities in Zoho desk and you have

capabilities in Zoho desk and you have then you have automation capabilities in

then you have automation capabilities in Zoho flow and the nice thing about Zoho

Zoho flow and the nice thing about Zoho flow is it allows you greater

flow is it allows you greater flexibility so if you go to Zoho flow um

flexibility so if you go to Zoho flow um you may not have Zoho flow if you're not

you may not have Zoho flow if you're not in Zoho one but it's something to be

in Zoho one but it's something to be aware of because Zoho flow has something

aware of because Zoho flow has something that Zoho desk doesn't which is ability

that Zoho desk doesn't which is ability the ability to integrate with other

the ability to integrate with other applications so integration automation

applications so integration automation as well and so I want to open your eyes

as well and so I want to open your eyes to the capabilities of the Zoho platform

to the capabilities of the Zoho platform and what's available to you and Zoho

and what's available to you and Zoho flow is very critical to workflow

flow is very critical to workflow management and automation creation so

management and automation creation so I'm going to go to create in Zoho flow

I'm going to go to create in Zoho flow you can go to flow. zoho.com you can't

you can go to flow. zoho.com you can't see the URL here but that's where I'm at

see the URL here but that's where I'm at or if you're in Zoho one go to 1.

or if you're in Zoho one go to 1. zoho.com and then navigate on the

zoho.com and then navigate on the sidebar over to Zoho flow you can't see

sidebar over to Zoho flow you can't see here because I'm just in flow but if

here because I'm just in flow but if you're in 1. zoho.com that's how you get

you're in 1. zoho.com that's how you get there all right so I'm going to go to

there all right so I'm going to go to create and then create flow we're going

create and then create flow we're going to do test flow we're going to do so

to do test flow we're going to do so hold desk test low and this is how the

hold desk test low and this is how the application works so we have a couple

application works so we have a couple and again back to what I mentioned

and again back to what I mentioned earlier you have three different parts

earlier you have three different parts to every automation three main

to every automation three main components the first is the trigger so

components the first is the trigger so we get a trigger trigger on an

we get a trigger trigger on an application event on a schedule which is

application event on a schedule which is a Time based event a web hook which is

a Time based event a web hook which is another event a type of event based

another event a type of event based trigger and an event

trigger and an event essentially or a web Hook is essentially

essentially or a web Hook is essentially someone is using using automation or

someone is using using automation or computer to send a basically uh post a

computer to send a basically uh post a URL into the URL bar and that's

URL into the URL bar and that's essentially what's going on with the web

essentially what's going on with the web hook and you can configure a web hook so

hook and you can configure a web hook so that if someone were to hit this

that if someone were to hit this specific URL or use it in a piece of

specific URL or use it in a piece of code it would trigger your automation so

code it would trigger your automation so that's just what a web Hook is schedule

that's just what a web Hook is schedule is pretty straightforward and

is pretty straightforward and self-explanatory an application event is

self-explanatory an application event is going to make more sense because that's

going to make more sense because that's what we're going to use then you have

what we're going to use then you have polls emails and RSS

polls emails and RSS so you have the three top ones are the

so you have the three top ones are the main ones three bottom ones I don't see

main ones three bottom ones I don't see used as much um email parsing sounds fun

used as much um email parsing sounds fun but honestly it's uh not as reliable as

but honestly it's uh not as reliable as what you'd have with a web hook so it's

what you'd have with a web hook so it's kind of a last resort to use in email

kind of a last resort to use in email parser let's go to app so the nice thing

parser let's go to app so the nice thing about Zoho flow I like Zoho analytics

about Zoho flow I like Zoho analytics and that it has a bunch of prebuilt

and that it has a bunch of prebuilt connectors to other applications you

connectors to other applications you ever done a integration with another

ever done a integration with another application you know that one of the

application you know that one of the most difficult Parts is

most difficult Parts is authentication or in other words making

authentication or in other words making sure that you via code are signing into

sure that you via code are signing into an application that you actually own

an application that you actually own that application instance or that you're

that application instance or that you're in that application instance so that you

in that application instance so that you can use it what I'm trying to say is it

can use it what I'm trying to say is it is so much easier to use Zoho flow than

is so much easier to use Zoho flow than it is to

it is to authenticate via code they've made it

authenticate via code they've made it very easy for you so what we can do here

very easy for you so what we can do here is we can just find Zoho

is we can just find Zoho desk and you saw there there's not just

desk and you saw there there's not just Zoho

Zoho applications there's

applications there's Azure base camp B in which is a Zoho

Azure base camp B in which is a Zoho application bonusly there's so many

application bonusly there's so many applications here I mean look this is an

applications here I mean look this is an absolute crazy amount of applications

absolute crazy amount of applications that you can integrate with in order to

that you can integrate with in order to improve your organization's workflow and

improve your organization's workflow and then you've got all the Zoho apps at the

then you've got all the Zoho apps at the bottom so with that we're going to type

bottom so with that we're going to type in Zoho

in Zoho desk then we're going to once we click

desk then we're going to once we click on that go to next

on that go to next and we can see all the different

and we can see all the different triggers here for Zoho desk now we've

triggers here for Zoho desk now we've got account created account updated all

got account created account updated all these different objects or modules have

these different objects or modules have their corresponding events that we can

their corresponding events that we can create an automation on so we can do to

create an automation on so we can do to get

get created then we can connect with Zoho

created then we can connect with Zoho desk we're just going to say Zoho

desk we're just going to say Zoho desk and then from here and we'll do all

desk and then from here and we'll do all triggers and

triggers and conditions we'll just do all triggers

conditions we'll just do all triggers there and then once that's successful as

there and then once that's successful as my portal I could use a department as

my portal I could use a department as well so you can see we're we're doing

well so you can see we're we're doing the same thing in different ways in

the same thing in different ways in different applications but it just

different applications but it just depends on your

depends on your situation right I mean my suggestion is

situation right I mean my suggestion is actually the opposite for reporting as

actually the opposite for reporting as it is to Automation in that automation I

it is to Automation in that automation I recommend you use the in application

recommend you use the in application workflows as much as you can before you

workflows as much as you can before you go to Zoho flow and then for reporting

go to Zoho flow and then for reporting it's actually the opposite most people

it's actually the opposite most people grow out of the reporting within an

grow out of the reporting within an application and then they move over to

application and then they move over to Zoho analytics eventually so I tell

Zoho analytics eventually so I tell people just learn Zoho analytics and get

people just learn Zoho analytics and get in there start using it um unless your

in there start using it um unless your reporting needs are extremely basic and

reporting needs are extremely basic and you know they're going to stay that way

you know they're going to stay that way which is rare but sometimes that's the

which is rare but sometimes that's the case so keep that in mind as well all

case so keep that in mind as well all right so real time ticket creation

right so real time ticket creation trigger and then we can actually go here

trigger and then we can actually go here and we can

and we can trigger actions in other applications

trigger actions in other applications that's where this becomes so powerful I

that's where this becomes so powerful I mean look we have all those applications

mean look we have all those applications we were seeing before but now instead of

we were seeing before but now instead of triggers we're seeing actions Within

triggers we're seeing actions Within These different applications um so

These different applications um so many possibilities here it's absolutely

many possibilities here it's absolutely wild how much you can do inside of Zoho

wild how much you can do inside of Zoho desk so if we wanted to we could go into

desk so if we wanted to we could go into Zoho desk again and we could create we

Zoho desk again and we could create we could use all these different

could use all these different actions to customize the capabilities of

actions to customize the capabilities of this automation so you do tiet created

this automation so you do tiet created update call timer update contract

update call timer update contract there's so much we can do here I'm just

there's so much we can do here I'm just going to grab one I'm not having a

going to grab one I'm not having a specific use case for this I just want

specific use case for this I just want to show you the general flow of using

to show you the general flow of using Zoho flow as an application so we're

Zoho flow as an application so we're going to do

going to do update ticket we'll say hey ticket is

update ticket we'll say hey ticket is created we want to update this ticket

created we want to update this ticket and what do we actually want to do well

and what do we actually want to do well for the Department Brockbank agency in

for the Department Brockbank agency in the Brock Bank agency to full layout

the Brock Bank agency to full layout here's all the fields in the ticket what

here's all the fields in the ticket what we want to do is we want to update the

we want to do is we want to update the due date to today and we have this as a

due date to today and we have this as a system variable current date we just

system variable current date we just update the due date for today and then I

update the due date for today and then I can go and save

can go and save this ticket ID you can now Zoho is

this ticket ID you can now Zoho is asking hey what ticket specifically do

asking hey what ticket specifically do you want to update to today's date for

you want to update to today's date for the due date we can go over to ID ticket

the due date we can go over to ID ticket ID and now the trigger ID from the

ID and now the trigger ID from the ticket created trigger will end up in

ticket created trigger will end up in the action ticket ID field so you can

the action ticket ID field so you can click done

click done and then I can flip this on and we're

and then I can flip this on and we're good to go this is ready to go it's

good to go this is ready to go it's working so it's a win ticket created

working so it's a win ticket created then update ticket no criteria so if we

then update ticket no criteria so if we wanted to do an if in this equation we

wanted to do an if in this equation we could do a

could do a decision then we could add that in there

decision then we could add that in there if we needed to um we could drop that

if we needed to um we could drop that onto the canvas and go from there we can

onto the canvas and go from there we can also create custom functions there's so

also create custom functions there's so much that goes into Zoho flow but I

much that goes into Zoho flow but I wanted to give you a quick introduction

wanted to give you a quick introduction as to how these automations flow through

as to how these automations flow through different sections of Zoho desk and how

different sections of Zoho desk and how it works in Zoho flow you want to get

it works in Zoho flow you want to get the most out of Zoho desk you've got to

the most out of Zoho desk you've got to learn how to build ports and dashboards

learn how to build ports and dashboards inside of Zoho desk so this is what

inside of Zoho desk so this is what we're going to go over in this section

we're going to go over in this section of the video we're going to go over

of the video we're going to go over reporting in Zoho desk and then

reporting in Zoho desk and then reporting for Zoho desk in Zoho

reporting for Zoho desk in Zoho analytics because to be completely

analytics because to be completely transparent with you Zoho desk reporting

transparent with you Zoho desk reporting capabilities are quite Limited in

capabilities are quite Limited in comparison to Zoho analytics and so most

comparison to Zoho analytics and so most people grow out of Zoho Des reporting

people grow out of Zoho Des reporting really any of the other Zoho

really any of the other Zoho applications in app reporting

applications in app reporting functionality they grow out of it and

functionality they grow out of it and then they move to Zoho analytics and so

then they move to Zoho analytics and so my suggestion is just take the hit learn

my suggestion is just take the hit learn Zoho analytics initially that way you

Zoho analytics initially that way you can get in and use it but some of you

can get in and use it but some of you are in a situation where you can only

are in a situation where you can only access Zoho desk so we are going to

access Zoho desk so we are going to start with Zoho desk reporting

start with Zoho desk reporting functionality and capabilities and then

functionality and capabilities and then we're going to move over into Zoho

we're going to move over into Zoho analytics so with that here is what

analytics so with that here is what we're going to go over together so first

we're going to go over together so first we're going to go reporting over

we're going to go reporting over reporting in Zoho desk we're going to do

reporting in Zoho desk we're going to do an overview of what reporting

an overview of what reporting capabilities are here inside of Zoho

capabilities are here inside of Zoho desk so first off in order to access all

desk so first off in order to access all the reporting capabilities in Zoho desk

the reporting capabilities in Zoho desk there's not a reports module there's not

there's not a reports module there's not a reports section there's an analytics

a reports section there's an analytics section so you click on analytics and

section so you click on analytics and there's a couple things to note here in

there's a couple things to note here in the analytics section I'm going to put

the analytics section I'm going to put your attention to the left hand sidebar

your attention to the left hand sidebar here we've got dashboards and a

here we've got dashboards and a dashboard is simply a combination of

dashboard is simply a combination of reports so you can see multiple reports

reports so you can see multiple reports at the same time and then you have the

at the same time and then you have the reports section here which just allows

reports section here which just allows you to create one report at a time

you to create one report at a time there's some pre-built reports that we

there's some pre-built reports that we are going to look over but you build

are going to look over but you build reports and you can add reports to a

reports and you can add reports to a dashboard and dashboards also have other

dashboard and dashboards also have other components you can add to them and we're

components you can add to them and we're going to review that in a moment then

going to review that in a moment then you've got Advanced analytics so that's

you've got Advanced analytics so that's Zoho analytics which is what I mentioned

Zoho analytics which is what I mentioned earlier if if you are using Zoho 1 or if

earlier if if you are using Zoho 1 or if you're on Zoho 1 as the platform then

you're on Zoho 1 as the platform then you have access to Zoho analytics but

you have access to Zoho analytics but maybe you just have Zoho desk which in

maybe you just have Zoho desk which in that case you're just going to be

that case you're just going to be limited to reports dashboards and you

limited to reports dashboards and you won't be seeing this Advanced analytics

won't be seeing this Advanced analytics section finally you've got radar for

section finally you've got radar for Zoho desk if you've been following along

Zoho desk if you've been following along throughout the entirety of this video

throughout the entirety of this video you know there's a section in this video

you know there's a section in this video for radar Zoho radar which going to zoom

for radar Zoho radar which going to zoom in here mobile app or insight and

in here mobile app or insight and impacts gives you a better idea of

impacts gives you a better idea of what's going on in the system from a

what's going on in the system from a mobile application so those are the

mobile application so those are the different options that you have for

different options that you have for reporting you've got Zoho desk reports

reporting you've got Zoho desk reports Zoho desk dashboards Zoho analytics and

Zoho desk dashboards Zoho analytics and Zoho radar all right next thing here

Zoho radar all right next thing here that we've got to go over is outof box

that we've got to go over is outof box reporting so there are reports that Zoho

reporting so there are reports that Zoho has pregenerated for us that we don't

has pregenerated for us that we don't even have to rebuild we can just take

even have to rebuild we can just take advantage of what Zoho anticip ipated we

advantage of what Zoho anticip ipated we would need so if we go to the analytics

would need so if we go to the analytics section of Zoho desk and then we go over

section of Zoho desk and then we go over to reports you're going to see all these

to reports you're going to see all these different reports here in different um

different reports here in different um folders so we can click down here

folders so we can click down here article reports account and contacts

article reports account and contacts activity reports there's a bunch of

activity reports there's a bunch of reports already built out for us so I

reports already built out for us so I can look at accounts by industry if I

can look at accounts by industry if I want to um I can flip through those I

want to um I can flip through those I can flip through popular articles I

can flip through popular articles I don't have any articles in my knowledge

don't have any articles in my knowledge B

B but that is a report that's generated

but that is a report that's generated for us and the idea I want to get across

for us and the idea I want to get across here is you don't have to create a

here is you don't have to create a report from scratch if you can find it

report from scratch if you can find it here first why do the double work if

here first why do the double work if Zoho has already done the work for you

Zoho has already done the work for you so I just want to make you aware that

so I just want to make you aware that there's pre-generated reports out of the

there's pre-generated reports out of the box in Zoho desk now we're going to talk

box in Zoho desk now we're going to talk about creating tabular reports if you

about creating tabular reports if you don't know too much about the difference

don't know too much about the difference between tabular and um like graphical or

between tabular and um like graphical or visual reports entally you got two major

visual reports entally you got two major buckets for reporting the tabular is a

buckets for reporting the tabular is a spreadsheet so if you see a report

spreadsheet so if you see a report that's got columns and rows and it

that's got columns and rows and it reminds you of a spreadsheet it's got a

reminds you of a spreadsheet it's got a spreadsheet like interface that means

spreadsheet like interface that means it's tabular that report is tabular and

it's tabular that report is tabular and often times it really is the most

often times it really is the most popular other than probably a line graph

popular other than probably a line graph and a bar chart and then on the other

and a bar chart and then on the other hand from having the tabular reports you

hand from having the tabular reports you have visual reports which is seeing like

have visual reports which is seeing like a bar graph or or a bar chart or line

a bar graph or or a bar chart or line graph and those visual reports help you

graph and those visual reports help you see Trends over time better than you can

see Trends over time better than you can see within a tabular report you got

see within a tabular report you got those two major buckets we're going to

those two major buckets we're going to go over the tabular reporting here we're

go over the tabular reporting here we're going to move into dashboard so you can

going to move into dashboard so you can see some of the graphic um or the visual

see some of the graphic um or the visual reports that Zoho can provide you within

reports that Zoho can provide you within Zoho desk okay so with that we're going

Zoho desk okay so with that we're going to go over to the reporting section

to go over to the reporting section we're going to hover over this plus icon

we're going to hover over this plus icon and click it we're just going to add a

and click it we're just going to add a report and we want once we add a report

report and we want once we add a report Zoho is going to ask us which module we

Zoho is going to ask us which module we want to build this report on when you

want to build this report on when you build reports you build it on top of a

build reports you build it on top of a module and if you when you think of a

module and if you when you think of a module I want you to think of a

module I want you to think of a spreadsheet with multiple tabs you know

spreadsheet with multiple tabs you know when you created a spreadsheet and you

when you created a spreadsheet and you look at the bottom there's multiple tabs

look at the bottom there's multiple tabs and you can flip through maybe the

and you can flip through maybe the contacts the accounts in the tab each of

contacts the accounts in the tab each of those tabs represent in an application

those tabs represent in an application what a module is it's an object

what a module is it's an object object meaning a digital representation

object meaning a digital representation of a real thing so a contact is an

of a real thing so a contact is an object that represents a person an

object that represents a person an account is an object that represents an

account is an object that represents an organization it's a digital thing that

organization it's a digital thing that represents a real thing so when you

represents a real thing so when you think of tickets tickets represents

think of tickets tickets represents situation in which requires customer

situation in which requires customer support so we're going to select tickets

support so we're going to select tickets and what we want to do here is we just

and what we want to do here is we just want to see our tickets for this example

want to see our tickets for this example in relation to statuses you know how

in relation to statuses you know how many tickets do we have per status if

many tickets do we have per status if you remember you go to desk and we jump

you remember you go to desk and we jump into

into the ticket

the ticket section you'll remember that there are

section you'll remember that there are different statuses here for tickets so

different statuses here for tickets so we just want to see what tickets how we

we just want to see what tickets how we want to see a summarization of tickets

want to see a summarization of tickets Associated tickets by statuses that'll

Associated tickets by statuses that'll help us see how things are progressing

help us see how things are progressing if things are stuck in in our process

if things are stuck in in our process now you can also select related modules

now you can also select related modules so this is the nice thing about a

so this is the nice thing about a relational database right a spreadsheet

relational database right a spreadsheet is not a relational database the data is

is not a relational database the data is not tied together in a meaningful way

not tied together in a meaningful way you can force it but that's not how it's

you can force it but that's not how it's it's intended to be used out of the box

it's intended to be used out of the box whereas in application like Zoho

whereas in application like Zoho desk each of the records look at other

desk each of the records look at other records so a ticket on a ticket record I

records so a ticket on a ticket record I jump onto a ticket I can see a contact

jump onto a ticket I can see a contact right so what does that allow for me it

right so what does that allow for me it allows me to grab a related module

allows me to grab a related module contacts because Zoho knows that there's

contacts because Zoho knows that there's relationships between ticket records

relationships between ticket records right this is the ticket and the contact

right this is the ticket and the contact record and the owner record so and the

record and the owner record so and the um and the account because the account

um and the account because the account is associated to contact so all the

is associated to contact so all the information ties together to allow us um

information ties together to allow us um to build better reports and better

to build better reports and better relationships between data so we can

relationships between data so we can jump to the correct information quicker

jump to the correct information quicker than we could in something like a a

than we could in something like a a spreadsheet or um a better comparison

spreadsheet or um a better comparison isn't even a spreadsheet really it's to

isn't even a spreadsheet really it's to compare Zoho Des to an email inbox CU

compare Zoho Des to an email inbox CU mentioned this earlier in the video a

mentioned this earlier in the video a lot of people just use their email inbox

lot of people just use their email inbox to handle all their customer support

to handle all their customer support operations good luck reporting on that

operations good luck reporting on that is extremely difficult if not

is extremely difficult if not impossible all right so for this report

impossible all right so for this report we're not even going to worry about

we're not even going to worry about related modules we're just going to

related modules we're just going to continue with just the tickets so we got

continue with just the tickets so we got a couple options tabular which is just

a couple options tabular which is just straight up spreadsheet

straight up spreadsheet and it's it's like raw data coming from

and it's it's like raw data coming from zesk summary reports allows you to view

zesk summary reports allows you to view data along with subtotals groupings and

data along with subtotals groupings and groupings and other summary information

groupings and other summary information we're actually going to select summary

we're actually going to select summary for this report then matric Matrix

for this report then matric Matrix reports Matrix reports allow you to view

reports Matrix reports allow you to view data summarized in a grid against both

data summarized in a grid against both horizontal and vertical columns we're

horizontal and vertical columns we're going to select summary reports because

going to select summary reports because that best fits our use case for wanting

that best fits our use case for wanting to see the number of tickets Associated

to see the number of tickets Associated broken down by rather

broken down by rather statuses so now we're going to go over

statuses so now we're going to go over to columns we're just going to make sure

to columns we're just going to make sure that our statuses are available here and

that our statuses are available here and you can see this on the right hand side

you can see this on the right hand side is our selected columns and then we have

is our selected columns and then we have our available columns here we going to

our available columns here we going to go over to grouping we want to summarize

go over to grouping we want to summarize the information by

the information by status and from here actually we're

status and from here actually we're going to select ID ticket ID

going to select ID ticket ID and then we're going to go columns to

and then we're going to go columns to Total we can select additional columns

Total we can select additional columns if we want to Total that and see that in

if we want to Total that and see that in the report we've got criteria if we want

the report we've got criteria if we want to filter there's an outof box filter

to filter there's an outof box filter for created time so we could do last 30

for created time so we could do last 30 days last 180 days whatever time frame

days last 180 days whatever time frame makes sense for the reporting is what

makes sense for the reporting is what we'll select and we'll run the

we'll select and we'll run the report before we run it we got to give

report before we run it we got to give it a name we'll do

it a name we'll do ticket ticket

ticket ticket count by status

count by status and then we'll just keep that in the

and then we'll just keep that in the ticket reports

ticket reports folder we let that load up and you can

folder we let that load up and you can see because I'm in a demonstration

see because I'm in a demonstration instance of Zoho there's not a lot of

instance of Zoho there's not a lot of tickets happening in the system there's

tickets happening in the system there's not a lot of tickets that I've been

not a lot of tickets that I've been created but we're seeing ticket rolled

created but we're seeing ticket rolled up tickets by

up tickets by status so what this allows me to do is I

status so what this allows me to do is I can click into the ticket itself and it

can click into the ticket itself and it will take me right to the ticket so I

will take me right to the ticket so I can see that breakdown of ticket ticks

can see that breakdown of ticket ticks and their status corresponding status if

and their status corresponding status if I had more tickets you'd see more rows

I had more tickets you'd see more rows here but you get the idea it's pretty

here but you get the idea it's pretty simple reporting nothing too crazy save

simple reporting nothing too crazy save those reports save as and I can further

those reports save as and I can further customize and go back to the original

customize and go back to the original settings for making the report another

settings for making the report another thing that I can do which is nice is if

thing that I can do which is nice is if I had built a robust report and someone

I had built a robust report and someone was asking for it I could export it as

was asking for it I could export it as an Excel a CSV a PDF or even a csb Max

an Excel a CSV a PDF or even a csb Max record or I could print it those are the

record or I could print it those are the options there for reporting inside of

options there for reporting inside of Zoho desk so you've got a couple of

Zoho desk so you've got a couple of options if you want to get into visual

options if you want to get into visual reporting and tab reports are actually

reporting and tab reports are actually more popular in my opinion for what I've

more popular in my opinion for what I've seen as compared to visual reports until

seen as compared to visual reports until you get into dashboards then people use

you get into dashboards then people use both but mainly visual reports and so

both but mainly visual reports and so we're going to go over the different

we're going to go over the different options you have here for creating

options you have here for creating dashboards inside of Zoho desk so you

dashboards inside of Zoho desk so you got two options you got these public

got two options you got these public dashboards which you can modify quite a

dashboards which you can modify quite a bit and have full customization

bit and have full customization capabilities you've got these popular

capabilities you've got these popular dashboards so ticket status dashboard

dashboards so ticket status dashboard right which tickets are escalated which

right which tickets are escalated which are in progress which are Open tickets

are in progress which are Open tickets by State open State on hold State closed

by State open State on hold State closed state so different statuses relate to

state so different statuses relate to different states and that's where you

different states and that's where you get this report as well so you have

get this report as well so you have these that are built for you blueprint

these that are built for you blueprint dashboard SLA dashboard um you can see

dashboard SLA dashboard um you can see SLA

SLA violations average residual time like

violations average residual time like when do you actually resolve all the

when do you actually resolve all the different um tickets that come in the

different um tickets that come in the door you get all these reports built for

door you get all these reports built for you so you don't have to build them

you so you don't have to build them yourself this overview dashboard Open

yourself this overview dashboard Open tickets on hold tickets and these are

tickets on hold tickets and these are quite nice what I've realized over time

quite nice what I've realized over time is the reason people will move away from

is the reason people will move away from these because they do look really nice

these because they do look really nice you're probably thinking this is

you're probably thinking this is probably all I need to start it's

probably all I need to start it's probably all you need but over time as

probably all you need but over time as issues come about or you have new

issues come about or you have new objectives as an organization custom

objectives as an organization custom reporting becomes more and more critical

reporting becomes more and more critical and that's that's where people leave

and that's that's where people leave these uh pre-built bakedin reports and

these uh pre-built bakedin reports and then they move over to something like

then they move over to something like Zoho analytics so this is great at first

Zoho analytics so this is great at first but over time you typically shift over

but over time you typically shift over to a more robust solution so use what

to a more robust solution so use what you got if you're just in Zoho desk use

you got if you're just in Zoho desk use this but if you have access to Zoho

this but if you have access to Zoho analytics you can create nice dashboards

analytics you can create nice dashboards like this there and then add custom

like this there and then add custom reports as needed so you got a couple of

reports as needed so you got a couple of options here you can actually export

options here you can actually export these dashboards as excess csb you can

these dashboards as excess csb you can print set as a default go to full screen

print set as a default go to full screen um you can do quite a bit there and then

um you can do quite a bit there and then from here you can also add different

from here you can also add different filters so you want to add um a filter

filters so you want to add um a filter for the time frame and just do the last

for the time frame and just do the last 30 days you can do that too but you can

30 days you can do that too but you can see it's pretty much baked in there's

see it's pretty much baked in there's not a lot you can do to mess around with

not a lot you can do to mess around with it and that's typically the downfall of

it and that's typically the downfall of these pre-built reports is it doesn't

these pre-built reports is it doesn't reflect what's critical for you it

reflect what's critical for you it reflects what Zoho thought would be

reflects what Zoho thought would be critical for you and it probably is

critical for you and it probably is initially but over time you're going to

initially but over time you're going to grow out of it

grow out of it that's one option then you got public

that's one option then you got public dashboards and this is where you have

dashboards and this is where you have more customization capability so public

more customization capability so public dashboards you can see I'm just seeing

dashboards you can see I'm just seeing these three here just like I'm seeing

these three here just like I'm seeing these three dashboards here if I go to

these three dashboards here if I go to ticket and article dashboards I can see

ticket and article dashboards I can see a breakdown of the tickets in my

a breakdown of the tickets in my database so I can see all overdue

database so I can see all overdue tickets tickets by status if I want to

tickets tickets by status if I want to add a component I can go here and then

add a component I can go here and then from reports I can see reports that Zoho

from reports I can see reports that Zoho has created for me I can also see the

has created for me I can also see the reports I've created in the reporting

reports I've created in the reporting section over here as well so what I can

section over here as well so what I can do is I can do all tickets that are on

do is I can do all tickets that are on hold for example I'll select this and

hold for example I'll select this and then I can choose the visualization I

then I can choose the visualization I want to see the information see as a pie

want to see the information see as a pie chart you can see it as a funnel as a

chart you can see it as a funnel as a line graph as a um as multiple lines in

line graph as a um as multiple lines in a line graph I can do whatever I like

a line graph I can do whatever I like there they pretty limited again as far

there they pretty limited again as far as customization or configuration of y

as customization or configuration of y axis and xaxis but you get the idea I

axis and xaxis but you get the idea I can add this

can add this as a component and I don't have any on

as a component and I don't have any on hold tickets so let's do this just throw

hold tickets so let's do this just throw one of these on

one of these on hold and I'll refresh

hold and I'll refresh it and I'll refresh this report here we

it and I'll refresh this report here we should see it populate awesome on hold

should see it populate awesome on hold tickets then I can actually click into

tickets then I can actually click into the ticket and then into the ticket

the ticket and then into the ticket again through subject and it will take

again through subject and it will take me right to the ticket that is what I

me right to the ticket that is what I like about this reporting that it has

like about this reporting that it has that functionality or capability out of

that functionality or capability out of the box that I can actually jump into

the box that I can actually jump into the report I can actually click into the

the report I can actually click into the report and then into the record that's

report and then into the record that's pretty powerful so that's what you can

pretty powerful so that's what you can do to create your own dashboard within

do to create your own dashboard within Zoho desk analytics now we're going to

Zoho desk analytics now we're going to talk about reporting in Zoho analytics

talk about reporting in Zoho analytics so we're going to go over the relevant

so we're going to go over the relevant part of Zoho analytics for reporting in

part of Zoho analytics for reporting in Zoho desk but there is so much you can

Zoho desk but there is so much you can do with Zoho analytics because Zoho

do with Zoho analytics because Zoho analytics is what you call a bi tool a

analytics is what you call a bi tool a business intelligence tool or platform

business intelligence tool or platform it allows you to actually grab data from

it allows you to actually grab data from multiple applications that way you can

multiple applications that way you can blend the data together the way that you

blend the data together the way that you want to create the reports and

want to create the reports and dashboards that you need for your

dashboards that you need for your organization which is something that

organization which is something that Zoho desk is not capable of doing which

Zoho desk is not capable of doing which is why I tend to steer over to Zoho

is why I tend to steer over to Zoho analytics when it's an option for my

analytics when it's an option for my clients and I suggest you do the same so

clients and I suggest you do the same so Zoho analytics is just more robust in

Zoho analytics is just more robust in every single way if you're in Zoho one

every single way if you're in Zoho one you already have Zoho analytics if you

you already have Zoho analytics if you can't access Zoho analytics ask an

can't access Zoho analytics ask an administrator on your team go into the

administrator on your team go into the admin panel and add you to Zoho

admin panel and add you to Zoho analytics all right so here is Zoho

analytics all right so here is Zoho analytics and the way that it works is

analytics and the way that it works is from the bottom up so what I want you to

from the bottom up so what I want you to do if you're using Zoho desk I want you

do if you're using Zoho desk I want you to add Zoho desk as a data source so if

to add Zoho desk as a data source so if it's not first off if it's already added

it's not first off if it's already added don't worry about adding it but if it's

don't worry about adding it but if it's not added what you do is you go over to

not added what you do is you go over to add data sources here and when you click

add data sources here and when you click on add data sources you can see there's

on add data sources you can see there's so many different options so much going

so many different options so much going on here and these are pre-built data

on here and these are pre-built data sources so th this isn't even the limits

sources so th this isn't even the limits for your op options for bringing in data

for your op options for bringing in data sources into Zoho analytics this is just

sources into Zoho analytics this is just what's been done for you so that you can

what's been done for you so that you can easily throw in your credentials and get

easily throw in your credentials and get going but what you're going to do for

going but what you're going to do for Zoho desk is you're just going to do

Zoho desk is you're just going to do Zoho

Zoho desk then you'll see Zoho desk here you

desk then you'll see Zoho desk here you click into it and then you'll SN you'll

click into it and then you'll SN you'll choose the portal that you're going to

choose the portal that you're going to sync d data with see I already have one

sync d data with see I already have one so it's not going to let me but from

so it's not going to let me but from here it shows you a breakdown of the

here it shows you a breakdown of the different modules that you can select

different modules that you can select and then the different fields for

and then the different fields for corresponding modules and you'll see

corresponding modules and you'll see that if you're if you're setting that up

that if you're if you're setting that up then from there you have data right so

then from there you have data right so when you again if you think of an

when you again if you think of an application like a spreadsheet with

application like a spreadsheet with multiple tabs each tab would represent a

multiple tabs each tab would represent a table a data table like we're seeing

table a data table like we're seeing here so if I go over to Zoho desk

here so if I go over to Zoho desk modules you see how every module is a

modules you see how every module is a different table we look at the raw data

different table we look at the raw data here let's do it like this go into

here let's do it like this go into data and then I go over to Zoho desk and

data and then I go over to Zoho desk and go into

go into tickets you can see the different

tickets you can see the different tickets I here have here in its raw data

tickets I here have here in its raw data which is very helpful for

which is very helpful for creating uh query tables from the ground

creating uh query tables from the ground up you don't know what a query table is

up you don't know what a query table is essentially you can use what's called

essentially you can use what's called SQL or SQL as they call it to string

SQL or SQL as they call it to string data or blend data together the way that

data or blend data together the way that you want so that you can create reports

you want so that you can create reports on top of that data that you need so

on top of that data that you need so that's where you have query table from

that's where you have query table from there you create reports so we can see

there you create reports so we can see that there's different Zoho desk reports

that there's different Zoho desk reports I scroll down

I scroll down here let's find Zoho

desk right we don't have Zoho deser reports we're going to create a Zoho

reports we're going to create a Zoho deser report um typically when you

deser report um typically when you create when you add a new data source it

create when you add a new data source it asks if you want default reports created

asks if you want default reports created um looks like I didn't select that which

um looks like I didn't select that which is totally fine so what I'm going to do

is totally fine so what I'm going to do now is I'm going to go over to reports

now is I'm going to go over to reports I'm going to go over to chart View and

I'm going to go over to chart View and you can see when I create a new report

you can see when I create a new report it asks me to select a base table in the

it asks me to select a base table in the same way if you watch the last section

same way if you watch the last section of this video that Zoho asked me which

of this video that Zoho asked me which module I wanted to build reports on when

module I wanted to build reports on when I was inside of Zoho desk specifically

I was inside of Zoho desk specifically so in the same way that I did that in

so in the same way that I did that in Zoho desk I do that here in Zoho

Zoho desk I do that here in Zoho analytics and then I can determine what

analytics and then I can determine what data points I want to bring into this

data points I want to bring into this report so let's say I want to to see

report so let's say I want to to see tickets in relation to their statuses

tickets in relation to their statuses similar to what we did in the last

similar to what we did in the last section inside of Zoho desk the way that

section inside of Zoho desk the way that I would do that here is I would go over

I would do that here is I would go over to ID and I'd get the ticket

to ID and I'd get the ticket ID and then from there I'd put that in

ID and then from there I'd put that in as the Y AIS and then for the x axis I

as the Y AIS and then for the x axis I would choose status and I throw status

would choose status and I throw status over

over here now once I generate it you can see

here now once I generate it you can see it's pretty simple because I just have

it's pretty simple because I just have one in each but Zoho analytics will sync

one in each but Zoho analytics will sync the rest of the data over on a periodic

the rest of the data over on a periodic basis so every 3 hours um as long as the

basis so every 3 hours um as long as the system information is changing you'll

system information is changing you'll see that reflect here um every couple of

see that reflect here um every couple of hours that's one advantage I will say

hours that's one advantage I will say that Zoho desk in application reporting

that Zoho desk in application reporting has as an advantage over what we're

has as an advantage over what we're seeing here in Zoho analytics as far as

seeing here in Zoho analytics as far as it's real time data sync within Zoho

it's real time data sync within Zoho desk as an

desk as an application but Zoho analytics offers

application but Zoho analytics offers you more it just has a periodic sync of

you more it just has a periodic sync of every 3 hours that's the minimum

every 3 hours that's the minimum currently for data syncs so keep that in

currently for data syncs so keep that in mind that is one advantage that Zoho

mind that is one advantage that Zoho does certainly has you can see here I

does certainly has you can see here I can actually switch these two if I

can actually switch these two if I wanted

wanted to and I can flip the report so I can

to and I can flip the report so I can see okay how many are open how many are

see okay how many are open how many are on hold I can drill down into the data

on hold I can drill down into the data as well I can select the ID

as well I can select the ID actually go back in Zoho desk into a

actually go back in Zoho desk into a ticket

ticket itself and then I could throw in the

itself and then I could throw in the ticket ID and it would take me right to

ticket ID and it would take me right to that ticket quite a bit that you can do

that ticket quite a bit that you can do there you can also search for it I

there you can also search for it I believe you can't search by ticket ID

believe you can't search by ticket ID but you can throw it into the URL and

but you can throw it into the URL and get to the specific record that you want

get to the specific record that you want to go to from the report you can also do

to go to from the report you can also do a concatenation of the base URL here

a concatenation of the base URL here and the ID that way you don't have to do

and the ID that way you don't have to do what I just did for the URL I don't

what I just did for the URL I don't think you guys can see the URL for what

think you guys can see the URL for what I'm showing um but yeah you can

I'm showing um but yeah you can essentially concatenate the base URL

essentially concatenate the base URL with an ID that way you can actually

with an ID that way you can actually jump to the Zoho desk ticket record

jump to the Zoho desk ticket record right from the report in the same

right from the report in the same fashion or in the same way that inside

fashion or in the same way that inside of the Zoho do reporting capabilities

of the Zoho do reporting capabilities you can jump into the report you can

you can jump into the report you can click into the report and then you can

click into the report and then you can get the ticket ID as well so the nice

get the ticket ID as well so the nice thing about this I'm going to call call

thing about this I'm going to call call this

this Zoho D

Zoho D tickets bu

tickets bu status we'll do Zoho does ticket count

status we'll do Zoho does ticket count by status save

by status save that and then from

that and then from here you have and we've been going from

here you have and we've been going from the bottom up right so we've gotten data

the bottom up right so we've gotten data sources data reports we've got

sources data reports we've got dashboards so with the dashboard I go

dashboards so with the dashboard I go ahead and create a dashboard call this a

ahead and create a dashboard call this a Zoho death

dashboard can actually grab the tickets report that I

tickets report that I created it's so

created it's so desk want to

desk want to see

status see Z does take account by status wonderful all right I can select that

wonderful all right I can select that and there we go there's the report that

and there we go there's the report that I created but now it's a component on

I created but now it's a component on the dashboard so that's how you can

the dashboard so that's how you can first off get data into Zoho desk um get

first off get data into Zoho desk um get data from Zoho desk into Zoho analytics

data from Zoho desk into Zoho analytics that's how you can view its raw data

that's how you can view its raw data again allowing you to either create

again allowing you to either create query tables which is blending data

query tables which is blending data together it's pretty Advanced so we're

together it's pretty Advanced so we're not going to go too far into that in

not going to go too far into that in this video but I want you to be aware of

this video but I want you to be aware of its capabilities especially if you've

its capabilities especially if you've got the resources on your team to take

got the resources on your team to take advantage of SQL it is extremely

advantage of SQL it is extremely powerful stuff then you've got the

powerful stuff then you've got the ability to create reports just

ability to create reports just individual reports visual or tabular and

individual reports visual or tabular and then finally dashboards which allow you

then finally dashboards which allow you um to create uh visualizations of

um to create uh visualizations of multiple reports in one view which we're

multiple reports in one view which we're seeing here so that is the power of Zoho

seeing here so that is the power of Zoho analytics with reporting on Zoho desk

analytics with reporting on Zoho desk data

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YouTube Transcript:Zoho Desk FULL Beginners Tutorial | Masterclass 2025