Nexus Zoho Desk Agent Practices/Tips
Nexus Service Desk Admin-Zoho Desk Agent How-To
Sign In
- Double click
Nexus Service Desk Admin desktop shortcut or go to this link
If asked to sign in, click the three dots menu here:
Then Click Microsoft
- Type in your email & hit Next OR click your Nexus email/username
- If prompted select ‘Work or school account’
- 1st time:
- will ask for acceptance of terms & time-zone
- allow permanently, then click allow access
- you’ll get a ‘Welcome to Zoho’ email
Handling tickets
- You’ll get an email when someone submits a request which you can click to load it
- It may be easier to simply go to Nexus Service Desk Admin website to see all requests
- There are three ways to work on a ticket:
Reply (on website): emails person. Reply to email (of new ticket) also emails person
Comment: does not go to person, use for detailed repair notes, equipment models, etc.
- Resolution: how it was fixed, doesn’t go to person unless you tick ‘Notify Contact’
- Reply or Comment to indicate you’re working on the issue so the person (& other techs) know
- Status: change to On Hold if you’re waiting on parts/warranty or a reply from the person
- Close Ticket (bottom-right): indicates the problem is resolved
- I usually like to ask person if it’s OK to close as resolved
Tagging Agents in ticket comments
1. Press the @ key
2. then their first name
3. Then click on their name
This Works in Zoho Desk and Teams
The agent will not usually be emailed unless you tag them.
They will not always be emailed even if you tag them.
Sometimes they will be emailed if they are not tagged (if no one has accepted assignment of the ticket yet, for example.)
Please follow up with the agent via Teams, phone call, or in person, if they don't respond to a tag.
FAQ
Important elements of a ticket:
Zoho Desk Field Reference
|
Field |
Required? |
Expected Data |
|
Name |
Yes |
Full name of customer |
|
Email |
Yes |
Email address of customer |
|
Title |
Yes |
Job Title of Customer |
|
Organization |
Yes |
Assigned Company of Customer |
|
Phone Number |
Yes |
Valid phone number that can reach the Customer |
|
Tags |
No |
* |
|
ContactLookup |
Yes |
Search with First, Last or Email |
|
Email |
Yes |
Email address of customer |
|
Contact Agency |
Yes |
Assigned Company of Customer |
|
Phone |
Yes |
Valid phone number that can reach the Customer |
|
Request Type |
Yes |
Other is not a valid response |
|
Product Name |
Yes |
Product Family/Brand/Platform |
|
Device Name |
No |
Hardware name, as applicable |
|
Program/Department |
Yes |
Department of the Customer |
|
Location |
No |
Physical location of the issue * |
|
Priority |
No |
Internal use field. Not currently tied to SLA timers. |
|
Channel |
Yes |
Closest available option to the submission method |
|
Classification |
No |
* |
*potential changes and revisions to come later
- Zoho company has some FAQ’s on their site: What is Help Desk Software/Zoho, How can I respond to tickets, etc.
- While multiple agents/techs get the trouble email, changes in Zoho are seen by everyone
- If you need approval for something, you can forward the ticket to whomever you need to. Then their response will be logged in the ticket should you need to review it in the future
- Approval tab seems to do this too, but appears limited to Zoho techs which isn’t everyone you may need approval from
- Attachment tab allows you to save invoices, work completed sheets, & others to the ticket so everything is in one spot
- History tab will show a timeline of the request, notably when: it came in, work was done, closed, etc.
- If while searching for a ticket you know exists you may need to adjust your search to look further back in time: type in your search, tap top-right which should show a 'Sort' menu, click 'all days':
Complex FAQ
- If end-user assigned to wrong department move the ticket (3 dots in top-right header, Move). Then make a comment, change from private to public, to inform end user that they choose wrong department & you've handed it off to the correct one
- If you Reply-All (the default reply) it likely will create a new ticket
- Click the light-bulb icon to link a KB if one is available to solve the users issue
- Sharing KB link may not work well: takes two clicks for them to see. First click SSO signs them in then brings them to Zoho Desk homescreen
- Remote Assist emails user link, when they click it'll have them download/run a file that'll allow you to screen their screen right from the Chrome browser
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