ZOHO Guides and Resources

ZOHO Guides and Resources

Ed-Tech Services Teams
The Members of Ed-Tech Services is available if you have questions or need assistance. 

Please do not hesitate to submit a Ed-Tech Services Request for Support Ticket.

Support Teams:

Canvas OnSite Support Members
  1. Chris Sweets
  2. Sebastian Larios
  3. Tim Bryant
EdTech Systems Members
  1. Chris Sweets
  2. Sebastian Larios
  3. Tim Bryant
Assessment Technology Members
  1. Alexander Wolf
  2. Joe West
  3. Kasey Rewolinski
  4. Katelyn Novak
  5. Liss Carmody
  6. Megan Kane
  7. Seth Kerney
General Support
  1. Alexander Wolf
  2. Chris Sweets
  3. Debra Slack
  4. Sebastian Larios
  5. Tabitha Ward
  6. Tim Bryant
MultiMedia Product Support Members
  1. Adam Mancilla
  2. Daniel Krajny
  3. Michael Fisher
  4. Roger Morgan
  5. Stephanie Thompson
Zoho OnSite Support Members
  1. Debra Slack
  2. Tabitha Ward

Ticketing System Workflows
For your use and quick access, below is the link to the Ed-Tech Services ticketing system workflow.



Updated Zoho UI 2022
Below is the Link to the 2022 New Desktop User Interface slide deck presentation.
Please contact Zoho OnSite Support if you need assistance or have additional questions.
-          2022 Zoho Desk:  New Desktop User Interface Presentation
Zoho Desk Refresher

ED-TECH HELPDESK ADMIN TEAM

Zoho Desk Dashboard Refresher - ESS Group


Topics:

  1. Ticket Properties
  1. Shared Tickets
  1. Dashboard Ticket Views
  1. Statuses, Notifications, & Alerts
  1. Ticket Process Workflow
  1. Email Failures

Ticket Properties & Panel Icons:

  1. Ticket Details
  2. Suggested Articles
  3. Timeline
  4. Followers
  5. Ticket Share
  6. Parent-Child Ticketing


Ticket Share Process:



Ticket View Options:

Classic View


Table View


Compact View


Status Mode

Ticket Statuses, Notifications & Alerts:

 Open: New Ticket or Response has been received
 Awaiting Response: Agent needs something more from the requestor
 In Progress: Agent is actively working on the request
 Extended Hold: Agent requires more time for the request, or additional help is needed
 Closed: Resolved Ticket requiring no further action

The Status Type and Alerts portion of the workflow is displayed.


Zoho Business Hours?
 8-6 pm EST
 Notifications are not based on business hours 
 Alerts are based on business hours
 Remember: A CLOSED ticket is never really CLOSED

Ticketing Process Workflow:

3 statuses place a ticket on hold:
  1. Awaiting Response
  1. In Progress
  1. Extended Hold
  

Keeping your On Hold ticket count down:
  1. Check your ON-HOLD tickets once a week to see if anything can be closed
  1. When you respond to a recipient, do not reply with an open-ended question
  1. Select Send and Close vs. Send for any tickets you do not anticipate or need a response from the requestor


Email Failures & Alerts:

Undeliverable Return to Sender

Email Failure
Zoho Mobile Quick Guides
The Zoho Desk Mobile App Guides are also available for your use.
  1. Zoho Desk Mobile App Guide Apple Device
  2. Zoho Desk Mobile App Guide Android Device
Zoho Quick Guides
For your use and quick access, below are links to the Zoho Quick Guides available for use and review
  1. E-Learning Support Quick Guide
  2. Ed-Tech Services Zoho Quick Guide
  3. Multimedia Product Support Quick Guide
If the links are not functioning, please reach out to Zoho OnSite Support.







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