OK, so this might not be a huge feature release but we do promise to keep you updated on all Zoho updates however big or small!
Zoho Support, the online HelpDesk solution for small businesses, now has a 'tag' function for support tickets, that allow agents to easily identify or categorise client support requests.
How? Easy. Key words perhaps, or if you have an internal categorisation / naming convention that all of your agents use you could use wording in the tags, or maybe you want to identify certain tickets in a positive / negative manner to quickly extract them for review or even training purposes.
We use this function to help find tickets quickly, by using a keyword, but as you can see by the above very colourful graphic you can indeed use them to show whether or not a ticket went to plan or whether the customer was happy with the responses.
Another great use for these tags is for product improvement. If you come up with a word or phrase, that you can use when a customer comes up with a good idea when in contact with your support department, you can log this as a tag, then list all of these later on to see a list of feature / product improvement requests.
You can use it for anything really!
Tags are listed on the left side of the screen when viewing tickets, simply click the tag you want and all the tickets with that tag will be displayed.
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