Supervisors in Zoho Desk can view all tickets in their department, reassign tickets between agents, access team and individual performance reports, and manage SLA escalation responses. They cannot change system-wide configurations like billing or global SLA policies.
Supervisors use Zoho Desk dashboards and the RADAR app to monitor ticket queues in real time. They can identify agents with high backlogs, tickets approaching SLA breaches, and unassigned tickets that have been waiting too long, and intervene directly.
Supervisors are the primary recipients of SLA escalation notifications. When an agent’s ticket approaches a breach, the supervisor is alerted and can reassign the ticket, contact the agent, or respond to the customer directly to maintain service levels.
A supervisor in Zoho Desk has elevated permissions to monitor agent queues, reassign tickets, run reports, and manage escalations. They oversee day-to-day support operations without full administrative access.
Supervisors use the Zoho Desk dashboard and RADAR app to see live ticket queues, agent availability, SLA countdowns, and tickets at risk of breaching. They can intervene by reassigning or prioritising tickets in real time.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.