Zoho Desk: Help Desk Software Solutions
Zoho Desk is packed full of features, from support agent controls to admin controls and even customer controls. Note that this is not a comprehensive list! If you’d like something more thorough before implementing Zoho Desk, let us know and we’ll organize a demo for you.
Multi-Channel Ticketing System
In a given day, you might receive tickets from a number of different sources. Email, social media, phone, and live chat are just a few of these. What if you have even more? No matter what, Zoho Help Desk allows for automatic sorting of tickets by channel and by department, so you can route them appropriately, prioritize them, and report on them.
Artificial Intelligence (AI) Capability
Sometimes, the simple act of identifying a customer’s issue and categorizing it before tending to it can eat up mounds of valuable time. Zoho includes their artificial intelligence engine, Zia, inside Zoho Desk to do not only that, but even answer customers’ questions for you automatically, via text or voice chat.
Customer Portal with a Knowledge Base
zoho desk customer portal. Zoho Desk puts more power into the hands of your customers with a self-service portal. Once customers log into the portal, they can submit their own tickets to you,or browse your knowledge base, which you can use as an FAQ center, for solutions to common questions. You can populate your knowledge base directly with documented solutions from tickets, or by typing text articles – the choice is yours.
A Mobile App in the Hands of Agents
The Zoho Desk mobile app allows you to get instant notifications about the tickets you follow, including accounts and contacts. The full details of responses and internal comments are available here, too.
The app automatically organizes your tickets, prioritizing those that need your attention most. And you have CRM customer information available within, as well, so you can reference those contact details and past interaction details.
Special Views, Text Snippets, and Private Comments
Both agents and administrators in your Zoho service desk can check open tickets by priority and by other views, which can be customized.
Desk support members can expedite their response times by using a snippets feature, which auto-inserts a piece of pre-written text like a merge field, for solutions that require telling many clients the same or similar information.
Private ticket comments, along with agent tagging, make sure that all related correspondence is tracked, and that other agents know when they’re being called upon to contribute to a discussion. It’s all done in the name of speeding up your support interactions, and reducing confusion.
Have you ever wished there were a way to document your whole support process in a hierarchy tree so no one would ever get confused about what to do next?
Zoho has anticipated that need and given us Blueprint. Blueprint in Zoho Desk allows administrators to map any support process in the form of clickable buttons and associated actions. These buttons appear inside tickets as choices that support agents can click to advance a ticket to another stage in your process; when selected, tickets are advanced, and Zoho Desk can perform other actions (such as emailing a client) automatic
