Focus on what you need.
Views help agents focus on the tickets that matter the most to them, by using filters to show them only what they want to see. You can save the view for easy access later.
When you need to collaborate with agents from another department, it's cumbersome to forward or reassign tickets to them. In the former case, everything becomes messy, and in the latter, accountability goes for a toss. Zoho Desk lets you share tickets to agents in other departments. This allows them to perform ticket actions without changing ownership or creating copies.