Nexus Zoho Desk Agent Practices/Tips

Nexus Zoho Desk Agent Practices/Tips

Nexus Service Desk How-To

Handling tickets

  1. You’ll get an email when someone submits a request or one is moved to your queue which contains a link you can click to open in Zoho.
  1. It may be easier to simply go to Nexus Service Desk Admin website to see all requests
  1. Pick tickets from the queue you are working and fill out details of ticket with customer info to start (details below in Training/FAQ section).
  2. There are three ways to work on a ticket:
  1.  Reply (on website): emails person. Reply to email (of new ticket) also emails person
  2.  Comment: Private - does not go to person, use for detailed repair notes, equipment models, etc. Public comments are seen by all and emails the ticket requestor and any registered CC'd contacts.
  3. Resolution: how it was fixed, doesn’t go to person unless you tick ‘Notify Contact’
  1. Reply or Comment to indicate you’re working on the issue so the person (& other techs) know. We aim to respond within 15 minutes at T1. Either to acknowledge receipt of issue, notify work in progress, or request additional details such as screenshot/model/serial #s/ etc.
  2. Status: Set to "Waiting for customer" after replying or finishing any work that can be done without input. Set to "On Hold" if you’re waiting on parts or external, non-Nexus 3rd party. Automatically changes to open upon receiving any reply.
  3. Close Ticket (bottom-right): indicates the problem is resolved. By default, and in general, emails the requestor and if you reply and close does generate a separate response and closure email - this is okay and expected.
  1. I usually like to ask person if it’s OK to close as resolved. There are going to be many cases where an experienced tech is confident an issue is resolved (such as adding to/removing from distribution lists) where you do not need to confirm. Use your judgement.

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.

Training/FAQ/Important Elements of a Ticket

What details to fill out on a ticket and how to format:

 

Field

Required?

Expected Data

Example/Explanation

Contact Name

Yes

Full name of customer


Pulled from contact properties
ContactLookupYes
Search with First, Last or Email
(should display Last when complete)
Matches zoho contact properties

Email

Yes

Email address of customer

Internal/external as appropriate

Title

Yes

Job Title of Customer

Organization

Yes

Assigned Company of Customer

Agency name in Nexus-(agency) format or SERCC/Walden Crossing/Aspen House

Phone Number

Yes

Valid phone number that can reach the Customer

Tags

No

*

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

Add/Change/Move/Troubleshoot

Product Name

Yes

Product Family/Brand/Platform
*

Dell Laptop/Hardware/Peripheral/
3CX/etc.

Device Name

No

Hardware name, as applicable

Program/Department

Yes

Department of the Customer

Minimum: department code
Best case: Match long department codes from:
Department Codes.xlsx

Location

No

Physical location of the issue or remote / off-site

*
Most agencies have separate programs/locations/department options - i.e. Admin, Nursing, "Marseille", "P4", "Castle", etc.

Priority

No

Internal use field. Not currently tied to SLA timers.

Channel

Yes

Closest available option to the submission method

Email/Chat/Phone/etc.

Classification

No

*

Question/Problem/Feature/Others

 *potential changes and revisions to come later



  1. Zoho company has some FAQ’s on their site: What is Help Desk Software/Zoho, How can I respond to tickets, etc.
  2. While multiple agents/techs get the trouble email, changes in Zoho are seen by everyone
    1. If two techs are looking at the same ticket (on the PC) it shows this symbol in top-left: 
  3. 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

    1. Approval tab seems to do this too, but appears limited to Zoho techs which isn’t everyone you may need approval from
  4. Attachment tab allows you to save invoices, work completed sheets, & others to the ticket so everything is in one spot
  5. History tab will show a timeline of the request, notably when: it came in, work was done, closed, etc.
  6. 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/Other frequently used features

  1. If submitter assigned to wrong department: move the ticket (3 dots in top-right header, Move).
    1. 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

    3. If you Reply-All (the default reply) it likely will create a new ticket
  2. Click the light-bulb icon to link a KB if one is available to solve the users issue

    2. 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
  3. 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
    1. IT Dept-Zoho Assist Remote Support Requests
    2. Respond to a Zoho Assist tech screen share

Getting Signed In

  1. 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 


  1. Type in your email & hit Next OR click your Nexus email/username


  1. If prompted select ‘Work or school account’
  2. 1st time:
  1. will ask for acceptance of terms & time-zone
  2. allow permanently, then click allow access
  3. you’ll get a ‘Welcome to Zoho’ email


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