Narrative 4: Exploring the support channels

Narrative 4: Exploring the support channels

Behind the scenes of a successful ticketing system - BTS Series

Narrative 4 - Exploring the support channels

Support channels in a ticketing system refer to the various communication methods that customers use to contact a business for assistance. These channels enable the conversion of customer inquiries into trackable tickets, facilitating the efficient management and resolution of issues.


Importance of support channels

This type of system enhances customer satisfaction by providing users with multiple options for reporting issues and seeking assistance, which improves their overall experience. Next, offering multiple channels, including email, chat, and phone, allows customers to choose their preferred method of communication. 

A ticketing system centralizes communication across all of these channels to maximize efficiency and make relevant information easily accessible to support staff during interactions. All of this helps speed up the resolution process.

Email

Emails are the primary method of communication between customers and Zoho Desk when they submit tickets. When customers send emails, those messages turn into tickets. Each ticket is assigned a unique ID to boost tracking and management. To set this up, forward the emails from your support mailbox directly to Zoho Desk. 


Create a support email address

(e.g., support@yourcompany.zohodesk.com)

Share it with customers in your help desk to enable them to submit tickets.

Quote
Before setting up your email channel, it’s essential to understand email delivery and bounce rates. These factors significantly impact the effectiveness of your support processes. 

Phone

The Phone feature connects the PBX system to Zoho Desk, which contains all the essential customer details. With this feature, Zoho Desk provides a platform to manage incoming and outgoing calls on your computer.
QuoteQuote
 When customers call, you can see the following details on your screen: 
  •  Name 
  •  Phone number 
  •  Overall Happiness Score 

Chat

Enhance your customer engagement by enabling Live Chat to connect with your customers conveniently in real-time. Respond to support inquiries promptly, significantly enhancing your turnaround time. Delight your customers with prompt interactions and exceptional service every single day.

The Chat module in Zoho Desk serves as a central hub, enabling support agents to interact seamlessly with visitors while maintaining access to historical conversations with customers. This comprehensive overview not only facilitates real-time engagement but also enhances the agents' ability to draw insights from past interactions, ultimately leading to more effective and informed resolutions to customer inquiries.

The Chat module

My Chat: Displays the agent's active, missed, and closed.

Chats: A list view of all the chats sorted by status (active, closed, missed, reopened, and monitored)

Help Center

The Help Center is the only self-service channel. It is a customer panel that allows users to learn about and understand the product by accessing knowledge base articles.

This offers a platform for self-help and learning where customers can find answers to their questions by browsing FAQ guides and Community forums, raising tickets, viewing other users' tickets with similar issues, and more.

Instant Messaging

Instant messaging facilitates quick and direct communication. This immediacy not only streamlines conversations but also makes it easier to respond promptly to questions and ideas. The convenience of instant messaging has revolutionized how we interact by enabling seamless discussions.

How does IM work in Zoho Desk?

The instant messaging module connects your business with different messaging platforms. When a customer sends a message on any of the integrated channels, it appears in your IM inbox. Zoho Desk automatically creates or updates a ticket based on your ticket thread settings. This allows agents to respond quickly through a single interface. They can easily attach files, use predefined responses, and get AI-driven suggestions to improve communication.

You can also set up automation rules, deploy chatbots, and implement routing logic to manage messages more effectively. This method not only simplifies processes but also increases customer satisfaction by enabling quick and effective responses.

Supported Platforms

WhatsApp Business

Facebook Messenger

Telegram

LINE

WeChat

Instagram

Business Messaging (Native Live Chat)

Social

Platforms like Facebook, X, and Instagram enable customers to seek support easily, with interactions captured as tickets within your system. This integration streamlines the support process, allowing the agents to manage and respond to inquiries from social media channels alongside traditional methods. By automatically converting these interactions into tickets, businesses can establish a consistent response framework, efficiently track customer concerns, and maintain a comprehensive overview of customer engagements across various platforms.

Utilizing Social for customer support not only enhances responsiveness but also broadens the reach of customer service, allowing businesses to connect with customers where they are most active. This holistic approach to ticket management helps improve overall customer satisfaction and loyalty, as customers feel heard and supported, no matter the medium they choose for assistance.

Web Forms

Web Forms make it easy to capture support tickets straight from your website and import them into your Zoho Desk account. These tickets can come from customers who need help or want to share feedback about your product or service. No matter the reason, Web Forms are straightforward to use.


There are two types of Web Forms in Zoho Desk:

  • Feedback Widget: This is a simple option that you can easily embed on your website. It allows customers to share their thoughts or concerns with minimal effort.
  • Advanced Web Forms: These offer more customization and can gather detailed information from customers. You can adjust them to meet specific needs and ensure you have all the necessary information to address customer inquiries effectively.

Community

The Community support channel offers individuals a platform to collaborate and discuss shared interests. Customers can pose questions, seek assistance, share tips, respond to inquiries from others, or start discussions. Agents, too, can address customer queries, provide solutions, and collaborate with users to brainstorm ideas and solutions.

Due to its extensive reach, the Community also serves as an adequate space for making announcements regarding product launches and beta feature access. Organizations can effortlessly collect suggestions from customers when required. Ultimately, these proactive strategies can help improve outreach and elevate the overall customer service experience.

Now boost customer service efficiency.

  • Customers can conveniently choose their preferred method of communication, such as email, chat, phone, or social, making support more accessible and user-friendly. 
  • Aligning the type of support request with the most appropriate channel speeds up resolutions. 
  • A variety of channels allows support teams to balance their workload more effectively. 
  • When appropriately managed, multichannel support ensures customers enjoy a cohesive and consistent experienceacross all platforms. 
  • As your business grows, multichannel approaches scale easily, allowing you to serve more customers simultaneously.
  • Prompt, multichannel assistance demonstrates care and reliability, which fosters trust, satisfaction, and ultimately leads to customer loyalty.

Conclusion

Managing support channels in a unified platform is essential because centralizing interactions allows agents to access customer history quickly, respond efficiently, and maintain high-quality service. Providing multiple support channels enhances efficiency and makes support more accessible to meet the needs of each customer.


Please stay tuned for more Desk behind-the-scenes series.

 

Regards,

 

Kavya Rao

The Zoho Desk Team

    • Recent Topics

    • Zoho CRM Meetings Module Issues

      We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

    • Zoho Books integration sync from Zoho CRM does not work

      Hi Zoho Community & Zoho Support We just tried to get a sync some products into Zoho Books from CRM using the native sync and we're getting an error: "It looks like some mandatory fields you're trying to map are empty. Please provide valid field names

    • Disable Auto Send Email Notification in Invoice Creation

      Here is what I am facing Make payment via Razor Pay (All Good) Capture payload data on my webapp Send this data, along with other data to Zoho books to create the invoice However in this step - An email goes to the client + The Invoice remains as draft

    • P & L Sub-categorized accounts

      How can I show sub-categorized Income and Expense accounts on the P & L report?

    • Report showing Bill Details with Project and Sales Invoice Number

      Hi There, I am hoping that someone can help, I am looking for report that can show the bill and expense details along with project its as assigned to and the invoice number that the sales has been raised in. The goal is I can filter a customer/project

    • Advanced Payment for Inventory Items with serial numbers

      Hello, We sell equipment that we track the unique serial numbers on using Sales Orders. We can charge the customers an advanced payment, then the balance on delivery. We cannot figure out a way to do this in Books/Inventory: - Cannot part invoice a SO

    • Is it possible to restrict ZCRM user to see only custom views created by administrator

      I have segmented data in my CRM and I want to allow different users to be able to see only parts of it based on some criteria. I've tried to create and share a custom view, but then there is always an option for user to see all open lead for example.

    • Issues Logging into ZOHO

      Hello, one of my coworkers is having issues logging into ZOHO, she has requested a code when entering and the email is correct but she has not received the code. can you help us with this?

    • Google Fonts Integration in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

    • Add Popup Rejection Metrics to Reports

      Hello Zoho PageSense Team, We would like to request improved reporting for popup interactions. Current Limitation: PageSense currently provides conversion data, but there is no clear visibility into: Popup rejections Popup closes (✕ button clicks) Dismissals

    • Ability to Reset / Reinitialize Popup Cookies

      Hello Zoho PageSense Team, We would like to request the ability to manually reset popup cookies. Current Limitation: At the moment, it is not possible to initiate a new popup cookie from the our side. Visitors who rejected or closed a popup will not see

    • Control Popup Cookie Expiration Duration

      Hello Zoho PageSense Team, We would like to request an enhancement related to popup cookie management. Current Limitation: Currently, PageSense popup cookies remain active for 365 days, and this duration cannot be modified by us. If a visitor closes or

    • Clone / Export Popup Design Across PageSense Projects

      Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated only

    • Are there settings for hyperlinks?

      Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?

    • Automatically include all ticket attachments in the ticket resolution email

      Hello Zoho Community, We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients. The problem When a ticket is closed or resolved, Zoho Desk sends

    • Keep Zoho People Feature Requests in the Zoho People Forum

      Hello Zoho People Product Team, Greetings. We would like to submit a feature request regarding the handling of feature requests themselves, specifically for Zoho People. Issue: Feature Requests Being Moved to Zoho One Zoho People feature requests are

    • Can I write a check in Zoho Books with no associated bill?

      This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

    • Finding text within a ticket: Expand All or Search this Ticket

      The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows

    • Books & Desk. Client mapping

      Hi, I’ve been using Zoho Books for several years and am now looking to improve my customer service. I'm experimenting with Zoho Desk and want to sync and map my client data from Zoho Books. However, it seems that mapping requires both contacts to have

    • String handling

      If I cut a currency string from a quote and try and paste it into the Deal "Amount", it will fail unless I manually delete any commas. Dollar signs are no problem, but comma's seem to fail. Please correct this Input Validation error.

    • Allow Stripe Credit Card and Stripe ACH payment methods to be enabled separately on an invoice.

      I need to be able to pick at the invoice level whether Stripe Credit Card and/or Stripe ACH payment methods are available. Currently, I'm not able to select from the two Stripe payment methods individually on an invoice. However, there are some larger

    • SKUs for Invoices, POs, etc.

      It doesn't appear that one can enable SKU display on invoices, POs, etc. This is problematic, and I don't see a good reason why this shouldn't be an option. Some of our vendors and customers use this in their system. Every other identifier code is available

    • Feature Request - Allow Customers To Pick Meeting Duration

      Hi Bookings Team, It would be great if there was an option to allow customers to pick a duration based on a max and minimum amount of time defined by me and in increments defined by me. For example, I have some slots which are available for customers

    • YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

      YouTube Live streaming? how to? Zoom has this feature, built-in. Can't find it on zoho meetings.

    • Feature Request - A Way To Search Item Groups

      Hi Inventory Team, I can't find any way to filter or search by fields of Item Groups. It would be great to see that functionality added. I have a use case where a single product might come from 5 or more suppliers and each supplier's item is an Item in

    • Feature Reqeust - Include MPN In Selectable FIelds

      I have noticed that the MPN is not available to show in the list view of Items. Please consider adding it as EAN, UPC and ISBN are all available, so it doesn't make much sense to exclude this similar option. Thanks for considering my feedback.

    • Feature Request - Option To Hide Default System Fields on Items

      Hi Zoho Inventory Team, As far as I know it is not possible to hid some of the defult system fields on Items, such as UPC, MPN, EAN, ISBN. A good use case is that in many cases ISBN is not relevant and it would be an improved user experience if we could

    • Campaigns does not work!

      I am running into so many problems trying to use Zoho Campaigns, that I am seriously considering dropping the app from my (shrinking) list of Zoho applications I actually use. Apart from having to fight the software trying to create a design and email,

    • Feature Request - Make Available "Alias Name" Field In Item List View

      Hi Zoho Inventory Team, I have noticed that the "Alias Name" field does not appear on the list of selectable columns in the Customise Columns feature in the Items module. This would be very useful to see for businesses who are using the Alias Name field

    • product name field issue-n8n

      Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

    • How to filter Packages in zoho inventory api

      Hi Team, I want to perform some tasks in a schedular on the packages which are in "Shipped" state. I tried to use filter_by in my api call but in return I get response as {"code":-1,"message":"Given filter is not configured"} My Api request is as follows

    • CRM

      Is anyone else experiencing this issue? Our company is not moving out of using Gmail's web app. It just has more features and is a better email program than Zoho Mail. Gmail has an extension (Zoho CRM for Gmail) that we're using but we've found some serious

    • Syncing with Google calendar, Tasks and Events

      Is it possible to sync Zoho CRM calendar, task and events with Google Calendar's tasks and events. With the increasing adoption by many major tool suppliers to sync seamlessly with Google's offerings (for instance I use the excellent Any.do task planning

    • How can i view "Child" Accounts?

      It can be very useful in our field of business to know the parent-child account relationship. However, there seems to be a shortcoming in the parent account view: no child account list. How can we view the child accounts per each account?

    • Ability to assign Invoice Ownership through Deluge in FSM

      Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. This

    • Easily perform calculations using dates with the new DATEDIF function

      Hey Zoho Writer users! We've enhanced Zoho Writer's formula capabilities with the new DATEDIF function. This allows you to calculate the difference between dates in days, months, and years. Function syntax: =DATEDIF(start_date, end_date, unit) Inputs:

    • Adding Comments Using Workflows - How to Change User Attributed

      We have worklflows in Desk where a comment is added to a ticket based on certain criteria. It seems that the comment added is always attributed to the user who last edited the workflow. This does not make sense for us because: - It's misleading to other

    • Add Attachment Support to Zoho Flow Mailhook / Email Trigger Module

      Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,

    • Conect chat of salesiq with zoho cliq

      Is there any way to answer from zoho cliq the chat of salesiq initiated by customers?

    • Les dernières avancées en saisie de données et collaboration

      Après une année dédiée à la recherche et au développement, notre équipe est prête à dévoiler des améliorations majeures pour Zoho Sheet. Ces nouveautés seront lancées par étapes afin d’en assurer une prise en main optimale. Nous commençons avec des fonctionnalités

    • Next Page