Can I create multiple tasks for a request and assign them to different support reps?
Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the response time.
To know more about adding a task pertaining to a request, please refer to this link.
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Can I automatically assign Support Reps to Requests?
Yes, you can assign Support Reps automatically with a condition, by using our Workflow Settings. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. Refer Workflow ...
What are Workflow Rules, Workflow Alerts, Workflow Tasks & Workflow Assignment Values?
Workflow Rules Workflow Rules help you specify when a workflow should be triggered & when it should be executed ( based on criteria ). For more details about Workflow Rules, refer http://www.zoho.com/support/help/workflow-settings.html#wf-rules ...
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...
How can I enter the time spent on a request and the cost of support rep who worked on it?
In Zoho Support, you can enter the time spent by a support representative on a request and the cost per hour to calculate the wage to be paid to support reps. The instructions listed below would help you with this. Open a Request from the Request ...
How do I notify my Support Agent when a request is assigned?
To notify Support Agent when a request is assigned, Goto Setup > Notification Settings > Notification rules >and select the options as required. For more, refer Notification Rules.