Each agent in Zoho Desk is assigned a role that controls what they can see and do. Administrators set role-based permissions for viewing other agents’ tickets, accessing reports, configuring settings, and managing the knowledge base. Roles ensure agents access only what is relevant to their function.
Agents can set their availability status in Zoho Desk. When set to Available, they receive tickets via assignment rules and round-robin distribution. When Busy or Offline, assignment rules can skip them so tickets go to active team members.
Zoho Desk tracks each agent’s ticket volume, response times, resolution rates, and CSAT scores in the Agent Activity Report. Managers use this data for performance reviews, coaching, and workload balancing across the team.
An agent is a support team member who manages and resolves customer tickets in Zoho Desk. Agents have role-based access to tickets, reports, and settings, and their performance is tracked through built-in activity reports.
Zoho Desk pricing is per agent. Plans scale from small teams to large enterprise support operations. Light Agents are available at a reduced cost for users who only need read and comment access without full ticket management.
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