Manual ticket prioritisation isn't just an inconvenience; it takes valuable time away from actually resolving customer issues. Handshake Mode automatically orders your tickets into columns based on the customer's status in Zoho CRM, letting your support team focus on support rather than sorting.
Once the integration is active, Handshake Mode presents tickets in a Kanban-style view, sorted into columns by the customer's status in CRM, such as Lead, Potential Customer, or Existing Customer. Agents can see deal valuation and evaluated products directly alongside the ticket, giving genuine business context rather than treating every customer the same regardless of their relationship or value to the business.
A support ticket from an existing, high-value customer arguably deserves different urgency than one from an anonymous lead who hasn't converted yet. Handshake Mode makes that distinction visible and actionable at a glance, without requiring an agent to manually check each contact's CRM record before deciding how to prioritise a response.
Since Handshake Mode relies on synced CRM data, it's worth knowing that records are checked for duplicates during the Desk-to-CRM sync: Contacts are matched primarily by email address, Accounts by Account Name, and Products by Product Name.