ThriveLab

Zoho Desk — Ticket Management

3 min read

Zoho Desk — Ticket Management

See first: Getting Started

What is Zoho Desk?

Ticket system for logging and managing problems, requests, and incidents. ThriveLab uses it for internal IT communication and patient support management.

The Two Departments

IT Department (Internal)

  • Internal problem tickets: bugs, feature requests, failed automations
  • Created by ThriveLab team members
  • Managed by: William Canizalez and Josué

Support (External / Patients)

  • Patient tickets: questions, complaints, refill requests
  • Also receives emails from patients redirected here
  • Auto-assigned to the patient’s Contact Owner
  • IT does not intervene in these tickets except for technical escalation

Rule: IT almost never talks to patients directly. If a patient ticket lands in IT, reassign it to the corresponding contact owner.

Ticket Flow (IT Department)

Ticket arrives → "Unassigned" Queue → William/Josué reviews → Assigns → Resolves → Closes with Outcome

Who assigns: William and Josué. Josué handles most day-to-day; William reviews what Josué isn’t sure how to assign.

When to escalate: If the ticket requires work from another person (Mauricio, Douglas, Luis), assign it to them with a private comment explaining context.

Actions Inside a Ticket

ActionWhen to use
ReplyCommunicate with whoever created the ticket. Always remove “support” from the To field and add the correct person.
Comment (private)Internal notes. The requester does NOT see these. Use for context, escalation instructions.
AssignChange who is handling the ticket.
Change statusOpen → any open state; Spam → blocked; Closed → closed.
CloseRequires entering an Outcome (what happened).

Common Outcomes when closing

  • Provider error (incorrect action by the doctor)
  • Failed test (tests don’t carry full patient data, functions fail)
  • Broken automation (function failed in a workflow)
  • Spam
  • Resolved (fix applied)

Common Ticket Types

IT Department

  • Failed function/workflow: An automation triggered, the function failed, Zoho generates a ticket automatically.
  • Portal or app bug: A team member found something broken.
  • Feature request: Someone asks for a change or new functionality.
  • Test error: A test triggered automations with incomplete data.

Support (reference)

  • Patient asking for medication refill
  • Patient reporting technical problem with portal/app
  • Patient wanting to cancel or filing a complaint
  • Emails redirected from the general support address

Spam

Arrives frequently in the IT queue. Examples:

  • Vendors asking about services (“Is your Trustpilot actively managed?“)
  • Emails sent by mistake to the support address

Action: Mark as spam and close. No elaborate Outcome needed.

Zoho Assist (Remote Support)

For tickets where the problem requires seeing the affected person’s screen.

Zoho Assist = remote control of the user’s device (similar to TeamViewer or Zoom’s remote control).

When to use: Provider reports something isn’t working on their computer/tablet → start a Zoho Assist remote session → control their device to diagnose/resolve.

Who has used it: Primarily William Canizalez.

Quick Reference

Ticket arrives
    │
    ├─ IT Department?
    │       ├─ Spam → Block
    │       ├─ Simple → William/Josué resolves → Close with Outcome
    │       └─ Complex → Assign to right person + Private comment
    │
    └─ Support (Patients)?
            └─ Assign to Contact Owner (do not intervene)

Source: Onboarding session with William Canizalez, May 19, 2026.

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