Using Zoho in the Member Services Division (MSD)

Using Zoho in the Member Services Division (MSD)

Purpose of Zoho in MSD

Zoho is the ticketing system used by the Member Services Division to manage and action member enquiries that come through:

  • the online member web portal
  • emails from members
  • referrals from other parts of the union
  • voicemails from missed calls to the First Response team

Zoho supports consistent handling, documentation, and tracking of member enquiries across the MSD.

The MSD Open Tickets View

What it is

MSD Open Tickets is the primary operational view used in Zoho. It displays all tickets that have not yet been closed and is the main workspace for MSOs allocated to Zoho.

Required view configuration

Sorting

  • Tickets should be sorted by Due Date – Ascending.
  • This is set by clicking the ellipsis (three dots) in the top-right corner of the view.

This ensures older and more urgent tickets are prioritised appropriately.









Type of Query column

  • Add the Type of Query column using the button beneath the star icon (top-left).
  • This column uses common phrases to help identify the nature of the enquiry.
The Type of Query column assists with triage and consistent categorisation.



View modes

The most commonly used Zoho views are:

  • Table View
  • Classic View
MSOs can switch between these views using the button next to Total Count and should be familiar with both.



Zoho Knowledge Base (MSD Help Centre)

Zoho includes a built-in knowledge base, also referred to as the MSD Help Centre. This is the primary reference source for MSOs when responding to enquiries in Zoho and First Response.

The knowledge base is designed to support consistent advice, accurate referrals, and clear boundaries around what the MSD does and does not assist with.

How to access the MSD Help Centre

  • Click the Self Service button in the top-right corner of Zoho.
  • The icon appears as a person holding a book.
  • It is located between the Settings (gear) and Marketplace buttons.



Knowledge base article categories

The MSD Help Centre contains articles across several key categories, including:

Industrial & Employment Issues

Articles that support common member enquiries about workplace rights and processes, such as:

  • disciplinary and performance management processes
  • termination and show cause matters
  • workplace investigations and complaints
  • discrimination, bullying, and adverse action (high-level guidance)
  • non-work-related injury and capacity to work

These articles support both Zoho responses and First Response advice, and often help MSOs determine whether advice can be provided and closed, or a case needs to be created.

Awards, Agreements & Entitlements

Articles that help MSOs respond to queries about:

  • Awards and Enterprise Agreements
  • allowances and loadings
  • classifications and pay rates
  • hours of work, overtime, and penalties

These are commonly used to answer Zoho enquiries directly or support consistent advice during First Response calls.

Member Benefits & Services

Articles explaining benefits available to HSU members, including:

  • professional indemnity insurance
  • journey insurance
  • free wills and legal consultations
  • wellbeing and support packages

These articles also clarify when a matter should be handled by Member Admin, or when a referral or template response should be used.

Legal Referrals & External Support

Guidance on:

  • free will and general legal referrals
  • workers compensation referrals
  • when external legal advice is appropriate
  • referral boundaries and documentation requirements

These articles help ensure referrals are consistent, correctly recorded, and compliant with MSD processes.

MSD Processes & Practice

Internal guidance that supports MSD operations, such as:

  • First Response practices
  • Zoho handling expectations
  • case hygiene and documentation standards
  • referral and escalation pathways

These articles support how work is done, rather than member-facing advice.

Frequently Asked Questions (FAQs)

Short, targeted articles addressing:

  • common or recurring member questions
  • issues that can often be resolved without a case
  • clarification of what support MSD can provide

These are particularly useful for Zoho ticket responses and reducing unnecessary case creation.

HSU Newsletters & Member Communications

The knowledge base also includes:

  • HSU newsletters
  • union-wide updates relevant to members

These can be referenced where a member enquiry relates to a recent campaign, a policy or industrial update, or broader union activity.

Suggested articles (lightbulb feature)

When reviewing a Zoho ticket:

  • Click the lightbulb icon to view suggested knowledge base articles related to the enquiry.

MSOs should review relevant articles and use them where appropriate to support accurate, consistent responses.


Expectations when using the knowledge base

  • Use knowledge base articles to support consistency, not shortcuts.
  • Ensure advice is tailored to the member’s circumstances.
  • Escalate or create a case where an article indicates ongoing support is required.
  • Do not rely on memory when an article exists — check it.

Using Zia (Zoho AI) – Approval Required

AI governance requirement

Use of Zia (Zoho’s AI functionality) must comply with the HSU AI Guideline.

MSOs must not use Zia unless approval has been granted.

Before using any Zia function, MSOs must:

  • review the AI Guideline, and
  • submit an AI use request via the link provided in that guideline.

Requests should specify general use of Zia within Zoho, primarily for ticket summaries.

Approved use (once authorised)

Once approval is granted, Zia may be used to generate summaries of Zoho tickets to assist with review and understanding. Zia may support drafting content for IMIS interactions and IMIS case notes.



Responsibility and accuracy

Zia outputs are not authoritative. If information generated by Zia is copied into IMIS:

  • it becomes the MSO’s record, and
  • the MSO is responsible for verifying accuracy, correcting errors, and ensuring the note reflects what occurred.

Zia supports MSOs but does not replace judgement or accountability.


Linking Zoho Tickets to IMIS (Mandatory)

Whenever work completed in Zoho results in an interaction or a case note, the Zoho ticket must be linked to IMIS.

  • Copy the Zoho Ticket URL.
  • Paste it into the URL field when saving an Interaction or saving a case note in IMIS.

This ensures traceability, audit integrity, and continuity of information.


Zoho Ticket Closure Statuses

Correct use of closure statuses is essential for reporting, workload tracking, and handover clarity.

Status When to use it IMIS action required
Missed Call – Emailed Member Call attempt unsuccessful and follow-up email sent Interaction logged, Missed call SMS and email sent
Waiting for Member Response Further information requested from the member Interaction logged
Case Generated Matter is complex and requires ongoing case management Interaction then covert into case 
Query Answered Advice provided (via email or call) and no case required Interaction logged
Escalated Relates to an existing case or a non-MSD matter Case note or Interaction
Deleted Spam or non-genuine enquiry None

The selected status must reflect what actually occurred.

Zoho Analytics

The Analytics button on the top pane displays tickets completed by hour across the whole team over the previous 24 hours. This information supports operational awareness and monitoring.

Key expectations when using Zoho

  • Work from MSD Open Tickets.
  • Prioritise tickets by due date.
  • Use MSD Help Centre articles where relevant.
  • Link Zoho tickets to IMIS when recording work.
  • Only use Zia after AI approval and use it diligently.
  • Apply closure statuses accurately.

Consistency and accuracy are essential.

When to seek support

If you are unsure how to action a ticket:

  • consult the MSD Help Centre
  • speak with your Supervisor
  • do not guess or rush a response

This article provides an operational overview of Zoho use in MSD and applies to all MSOs, regardless of experience or allocation.


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