The New Zoho Support: Close Tickets Even Faster

At Zoho Support, we strive to build and maintain quality helpdesk software. Our development team is relentlessly working on rolling out new features that help simplify the process of providing customer support.  In this endeavor, we have released a sleek new UI that offers improved usability and faster navigation.

Let’s take a look at the enhancements and additions in the new UI.

The Interface

The new UI is an effort towards unifying the vast range of Zoho products so that users enjoy a consistent, smooth experience while navigating between products. Our intention is not only unify the Zoho experience, but also to cut down scrolls, increase ease of access and make it more spacious.

Usability

To be honest, our old UI was probably not that great in terms of ease of use.  We received feedback that one needed to scramble across the UI for updating a ticket property, creating a view and searching for it in the drop-down was tedious, recently visited views were located on to your right etc.

Now, with the new UI:

• You can edit the properties of a ticket from the right panel without even clicking on edit.
• Properties which are frequently edited are placed at the top followed by those less visited. So closing a request; changing request owner, status, priority etc., is now much easier.
• You can find the views placed more prominently on the left panel. They are arranged one below the other grouped as recently visited, pre-defined and custom.
• Also, we now carry the actions tab while you scroll down a page across all modules.

Brand New Additions

There are some new additions in the latest UI. You are provided with a filter-by option for requests, which can be used to quickly filter and view requests assigned to a specific agent. You can even filter requests by status, priority, channel, and due date.

You can also view requests based on the time frame they were received in Zoho Support. This would help you quickly locate a request or to assess request load during a specific period. You can view requests received for the last 15 days, 30 days and 3 months.

We hope that our new UI helps you provide that awesome customer support much faster than before. As always we encourage your feedback and suggestions. So help us by sparing a few minutes in providing feedback about how the new UI panned out for you.

We are also working on integrating with Facebook & Twitter so that your posts and tweets would be created as requests in Zoho Support. Expect to see it released soon.