Improve Customer Support with Mass Comments in Zoho Desk

Goldstar IT

TL;DR

Zoho Desk is introducing a new feature called “Mass Comments” to improve collaboration and communication between teams and customers. This feature allows agents to add private or public comments to up to 50 tickets at a time, facilitating consistent communication, reducing repetitive messaging, and saving time.

Key points to note include:

Only users with the permission to send mass comments can perform this action.
Mass comments cannot be added to tickets under blueprint-only mode to prevent modifications while the blueprint is running.
Comments will be queued and added to tickets in sequence.
A maximum of 10 attachments can be added in a mass comment.

The mass comment history can be viewed under the mass action log, which is currently in progress. The feature is now live and available for all users across data centers.

When it comes to customer service, resolving customer issues often requires effective collaboration between support agents and other internal teams. A study of customer care in SMBs by Superoffice indicates 72% of customers expect a response within 30 minutes of reaching out, and research by Salesforce shows 64% expect companies to respond to their inquiries in real time. Whether it’s working with the billing department to address invoicing errors or reaching out to the product team to clarify a technical query, smooth communication is critical for delivering quick and accurate solutions.

To support this, Zoho Desk is introducing a powerful new feature—Mass Comments. This addition aims to streamline communication across tickets, enhance collaboration, and reduce repetitive messaging, enabling agents to focus on delivering better service in less time.

The importance of comments in Customer Service

Consider this scenario: multiple customers report an issue where they’ve been incorrectly billed for their streaming subscriptions. Resolving this issue would involve multiple steps:

Collaboration with Internal Teams: The agent reviews the tickets and leaves a private comment for the billing department, requesting an investigation into the issue.
Clarity on the Resolution: After investigating, the billing team provides details in a private comment, informing the agent of the corrective actions being taken.
Updating the Customers: With the information from the billing team, the agent adds a public comment to all the affected tickets, informing the customers that the issue will be resolved in the next billing cycle.

In cases like this, comments become a vital tool for keeping internal teams aligned while maintaining consistent and transparent communication with customers.

What’s New with Mass Comments in Zoho Desk?

With the introduction of Mass Comments in Zoho Desk, managing communication across multiple tickets has become easier and more efficient. Here’s how it works:

Consistent Messaging Across Tickets: Agents can select up to 50 tickets at a time and add either a private comment (visible only to internal teams) or a public comment (shared with customers). This ensures all relevant tickets are updated with uniform communication.
Reduced Repetition: Instead of writing the same comment multiple times across different tickets, agents can now use Mass Comments to save time and effort.
Quick Collaboration: Mass Comments make it easier to coordinate with internal teams, enabling faster resolution of customer issues.

How Mass Comments streamline Customer Support

Let’s revisit the billing example. With Mass Comments, the support agent can:

Select all tickets raised regarding incorrect billing.
Add a single private comment to all the tickets at once, asking the billing department for an update.
Once the billing team provides a resolution, update all the tickets with a single public comment, informing customers of the corrective action.

This streamlined process eliminates unnecessary back-and-forth, minimizes errors, and ensures that customers are informed promptly and consistently.

Key benefits of Mass Comments in Zoho Desk

Enhanced Collaboration: Internal teams can easily stay aligned, resulting in faster resolutions.
Efficient Communication: Deliver uniform updates to multiple customers without duplicating effort.
Improved Productivity: Save valuable time by managing comments in bulk rather than individually.

A smarter way to manage Customer Support

Zoho Desk’s Mass Comments feature is designed to enhance the efficiency and effectiveness of your support team. By reducing repetitive tasks and making collaboration seamless, this feature allows agents to focus on what truly matters—delivering exceptional service and delighting your customers.

We invite you to explore Mass Comments in Zoho Desks and discover how they can enhance collaboration, increase efficiency and improve productivity. Should you have any questions or need further assistance why not b ook a meeting with our experts.