Page 21 - Business Requirement Document 0.3

re-assign the ticket to a different agent.
● Ticket status

The ticket status helps to track how many tickets your team has
received, how many are in progress, and how many have been resolved.
Zoho Desk's default statuses are 'Open', 'On hold', 'Escalated', and

'Closed'. You can also create custom ticket statuses that better suit your
workflow.

● Business hours and Holiday list

Specify your working hours and holidays to ensure that your SLAs are
applied accordingly. In this section the business hours can be defined.
As an administrator, the holiday list can be customized based on

different regions and time zones respectively.

All the problems and hurdles faced by ABC Corporation Limited against the email
marketing will be solved with the implementation of Zoho Campaigns.

Campaign Management:

As per the detailed discussions with the key persons during the requirement
workshops the following list of features would help ABC to backtrack all the
customer base and also increase the customer's on their portal:-

● Contact Syncing

● Import Contact
● Autoresponders
● Workflows
● Email/Form Templates
● Reports

Using "Autoresponders" in campaigns will help ABC to engage better with the contacts.
Autoresponders helps to send a series of automated messages based on contact
activity. Managers can also automate communication such as welcome messages,

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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