Configure service operations on the web for the selected company. A member/team definition is separate from the company role invitation that allows a staff member to sign in.
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Route and own work
- Create the Helpdesk and keep it active for new work.
- Configure categories and required custom fields.
- Create members, review availability/status and add them to the appropriate teams.
- Choose the team's manual, round-robin or least-loaded assignment strategy.
- Configure automatic routing by the offered team, priority, category, channel and keyword conditions.
- Create a controlled ticket and check the actual selected owner/team and activity history.
An assignment recommendation is not a staff acceptance receipt. Inactive or out-of-company relationships must not become valid simply because their IDs were previously saved. Subscription queue limits and Helpdesk routing capability apply where configured; do not assume ticket creation includes unlimited team/routing configuration.
Business hours and service targets
Set timezone, working days and start/end times in Helpdesk settings. Configure SLA policies and the acceptance deadline as needed. Inspect the due times on a representative ticket across an open/closed business period. SLA targets, actual response times and notification delivery are different facts.
Use escalation with a recorded reason for work needing attention. Resolve with a useful outcome note, then close when appropriate. Auto-close settings operate on resolved tickets through the configured background lifecycle, not merely because a browser is open. The scheduler and workers must run. Reopen deliberately and inspect the resulting service state.
Customer feedback
When enabled, resolution can request feedback using the configured wording and secure feedback link. The settings include link validity in days. An expired or unauthorized link must not be treated as new customer feedback. Inspect the recorded feedback on the ticket; sending a request does not prove a customer responded.
Customer-created/updated ticket forms need the selected editable WhatsApp Form and its supported update behavior. Review the customer-visible fields and messages instead of assuming internal notes are published.
Notifications and delivery
Configure only the destinations your team uses and check member preferences. Inspect notification records for actual outcomes and retries; queued is not delivered. A CRM support handoff or Zoho Desk update can enter native lifecycle behavior, but does not bypass routing, current roles or required fields.
See Helpdesk setup, Tickets, Workflows and Zoho Desk.
Service overview layout
The overview leads with open, unassigned, overdue and resolved-today counts. Expand the service-performance section for the retained response, resolution, SLA and feedback metrics. Team workload and agent escalation summaries remain separate. A missing measurement displays as unavailable, not zero.