Zoho Desk does not have a dedicated "Topics" management feature in the traditional sense. Instead, Zoho Desk organizes work through its Activities module, which includes tasks, calls, and events—the primary work items your support team manages daily.
Why this matters
Understanding how to work with activities in Zoho Desk is essential because these are the core units of work your team tracks and completes. Whether you're organizing customer follow-ups, scheduling internal reviews, or logging support interactions, knowing how to create, assign, and manage these items keeps your support operations running smoothly and ensures nothing falls through the cracks.
How activities are organized in Zoho Desk
The Activities module in Zoho Desk serves as your central hub for managing work items. Activities include tasks, calls, and events—each representing different types of actions your team needs to complete.[8] Each activity contains vital information such as start time, duration, priority level, and status that you can access directly from the record.[2]
Tasks are specific pieces of work that must be completed within a defined time frame.[8] They can be stand-alone (like sending a follow-up document) or associated with a ticket.[8] Agents can create tasks and assign them to themselves or other team members.[8]
Calls represent customer interactions over the phone and help you track the volume and nature of support requests received.[8]
Events are scheduled activities with a specific place, time, and duration—useful for planning team meetings or customer appointments.[8]
Step-by-step: Creating and managing tasks
Step 1. Navigate to the Activities module. Open Zoho Desk and select the Activities section from your main menu. This is where you'll find the Tasks home page where all tasks are listed.[2]
Step 2. Create a new task. Click the option to add a new task. You can create a task that stands alone or associate it with an existing ticket, depending on your workflow needs.[2]
Step 3. Assign a task owner. Each task requires an owner—someone responsible for completion.[8] When creating a task, assign it to yourself or another agent on your team. Note that tasks can also be assigned automatically through automation rules.[8]
Step 4. Set task details. Fill in the task description, priority level, due date, and any other relevant parameters. These details help your team understand the scope and urgency of the work.[2]
Step 5. Use task views to track progress. Zoho Desk provides pre-defined task views that let you see, for example, a list of completed tasks or tasks due today.[2] This helps you monitor team progress without manually reviewing every record.
Searching and filtering activities
To locate specific tasks or activities quickly, use the Search option in Zoho Desk. You can search across modules including Activities without having to scroll through entire lists, saving time when you need to find a particular record.[2]
You can also create custom list views to filter activities based on specific criteria—for instance, showing only high-priority tasks assigned to a particular agent. Over time, you may accumulate many custom views; you can archive unused ones to keep your interface clean and make frequently used views easier to locate.[2]
What to check
- Verify that each task has a clear owner assigned and that the owner understands their responsibility for completion.
- Confirm that your most-used task views are easily accessible and that archived views are not cluttering your interface.
- Review your automation rules to ensure tasks are being assigned according to your team's workflow (for example, auto-assigning based on agent availability or ticket type).
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*This article is provided by Beam Help — independent expert support for Zoho. We are not official Zoho support.*