We want to be able to have our customers agree to our support policy
before they activate their account. This should be another page that
they will need to click the i agree button and then we should be able to
see if they completed that when they signed up.
This will really help us understand if the customer has violated our policies.
We think that this would be a good idea for our staff and all Zoho
We have it set up in our company that certain agents can only access
Like a Level 1 User can only view and reply to tickets assigned to them
A Level 2 user can only reply to tickets assigned to them and reply to
A Level 3 user can assign tickets, reply to forums and configure
A Level 4 user is considered a supervisor, this role can assign tickets,
reply to forums. view all tickets, and configure certain settings.
A level 5 user is the help desk admin,This user can do anything that
they want to do.
We have this set up with our staff and we think its a good idea to
implement in Zoho. We understand that there are agent roles but this
could be a certain feature that is above that.
We should be able to customize our own forum statues. This way we can
add whatever status we want. In some cases the maybe later status should
be planned. And we should be able to add additional ones as well.
We really need this and hope its done soon!
Support Manager @ Jacob's Sales & Tech Store
eBay & Amazon.com Seller
Some of our staff use the Zoho Support App On Some of our Ipads, and it
would be nice to actually have the help desk forums right within the
app. This way they can work normally without having to struggle to get
back to customers that they have promised to keep update!
Dir. of Communications/Office & Product Manager/Customer Account
@Jacob's Sales & Tech Store
There should be a message to the buyer or customer when you are chatting
with them that when you transfer their chat to another agent, there
should be a message stating that their chat is being transferred and the
chat box should be disabled for further messages until chat is accepted
by other agent.
This is able to be used in Zopim. Consider it in Sales IQ
Dir. of Communications/Office&Product
Manager/Customer Account Manager @Jacob's Sales & Tech Store