Create customized SLAs for your customer base with support plans
Managing customer expectations, prioritizing critical issues, and resolving customer inquiries on time is quite a juggle. Without a clear timelines or defined priorities, a support team may struggle with delays in response, SLA violations, and pending tickets, which will eventually impact customer satisfaction.
Support plans help businesses customize the support services based on service type, product requirement, issue type, business tier, customer needs, and more. By setting specific support plans for different accounts, businesses can ensure that every interaction is handled with the right level of attention and urgency to improve overall efficiency and customer satisfaction.
How are support plans beneficial?
Efficient SLA management
Businesses can create specific SLAs for support tiers and account types to ensure that the team meets customer expectations efficiently and consistently.
Example: A business can set different resolution times for various clients—such as 4 hours for enterprise customers and 48 hours for others—keeping service levels consistent while avoiding the risk of missing important deadlines for high-priority clients.
Clear credit cycle and limit management
Businesses can define specific credit cycles and limits for accounts based on their support plan to help manage service usage and costs effectively.
Example: A business can set a monthly support limit for an account on a basic plan and ensure that additional services beyond this limit are billed accordingly. For premium accounts, the business can offer higher or unlimited credit to provide flexibility while still maintaining control over resource allocation and usage. This helps businesses manage their support costs and optimize resource allocation strategically.
Automatic escalation handling
Critical issues can be escalated automatically if they’re not addressed within the set SLA, which ensures that urgent matters receive the necessary attention.
Example: If a critical issue isn’t resolved within the specified time, it can be escalated to the support manager without manual intervention. This ensures no critical issues are overlooked.
Greater flexibility for seasonal business models
Companies with fluctuating customer demands can adjust support plans to match seasonal trends.
Example: During holiday seasons, when demand is expected to increase from certain client types, businesses can associate multiple support plans to a single account. This allows them to provide the necessary level of support for different needs without the hassle of constantly upgrading and downgrading plans, ensuring smooth operations and quick resolution of time-sensitive issues.
Note: A support plan can be associated with multiple contracts. However, one contract can be associated with only one support plan at any given point.
Enhanced team accountability and performance
By setting clear SLAs and goals for different support plans, businesses can track team performance and ensure accountability.
Example: Support teams can track whether agents meet SLAs or not and optimize the SLA timelines and improvise other aspects periodically.
How does it work in Zoho Desk?
- Assign support plans to accounts: Within Zoho Desk, businesses can create and assign different support plans to specific customer accounts based on their requirements. This allows for customized SLA management.
- Set up SLAs: For each support plan, businesses can configure different SLA policies, such as response and resolution times, which will apply to tickets associated with the respective plans.
- Track performance: Zoho Desk will enable the manager track SLA performance and notify the team if the SLA is at risk of being breached, which helps ensure timely resolution.
- Escalation rules: Automatic escalation rules can be set up within Zoho Desk to ensure that critical issues get the necessary attention if they are not resolved within the specified SLA time.
This feature is available to all users across all the DCs. Please give it a try and provide your feedback and suggestions in the comments below.
Thanks, and have a great day!
Regards,
Varsha P
Zoho Desk | User Education
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Varsha P
Sticky Posts
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust emailUsing Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantWebinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Passing the CRM
Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine whenPaid Support Plans with Automated Billing
We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? TheDifferent form submission results for submitter and internal users
I'm looking for suggestions on how to show an external submitter a few results while sending internal users all the results from the answers provided by the external user. The final page of our form has a section with detailed results and a section withHelp Desk Services Solution
I am here looking for Help Desk services solution for organization. I also searched this on many different website and found many solutions. We are bit confused to which one to choose. One of my friend suggest me this platform, and i am hoping i willFacing Issues with Sites Mobile font sizes
my page renediaz.com is facing issues mobile view, when i try to lower font sizes in home page, instead of changing the size, it changes the line spaceRemove 'This is an automated mail from Zoho Sign' in footer
Hi there, Is it possible to remove or change the text under the e-mail templates? I can't figure out how to do that: Would love to hear from you. Kind regards, TristanFormatting and slow
Creating campaigns are difficult. I'm fairly computer literate but some of the way Zoho Campaigns formatting works is painful. Images fail to upload or are very slow. To top it off, syncing the contacts is a pain as well as temperamental links to create Segments. At this rate I'm afraid we might need to migrate back to Mailchimp.Default Ticket View - Table?
Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JVBoost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually leadPaste emails to create segment
We are moving over from Mailchimp to ZOHO. However Mailchimp allows me to create a segment by pasting in emails from excel (or importing a .csv) can I do the same in Mailchimp?COQL API in JS Widget only pulling 200 records
Hello! We've been building a custom homepage widget using the Zoho JS SDK, and it seems that this https://help.zwidgets.com/help/latest/ZOHO.CRM.API.html#.coql only allows 200 records. I thought the limit was 2000 for COQL queries, but am I mistaken?Getting the Record ID of a form once it is submitted - so that form can be edited later
In Zoho Forms, where can I access the record ID of a form once the form is submitted? - Record ID is not available in webhook payloads - It is not available to form fields, including in formulas - It is not available as a parameter in a thankyou pageAuto-Generate Line Numbers in Item Table Using HTML & CSS Counters (Zoho Books & Zoho Inventory Custom Templates)
<div> <style> /* Start counter from 0 inside tbody */ tbody#lineitem { counter-reset: rowNumber; } /* Increment counter for each row */ tbody#lineitem tr { counter-increment: rowNumber; } /* Show counter value in first column */ tbody#lineitem tr td:first-child::beforePossible to define default font and size in Zoho Campaigns?
Is it possible to define a default font (font, size and colour) for the text, H1 and H2 in Zoho Campaigns? For example: In a campaign, I add a text block, and the text is automatically century gothic, size 11, grey (6f6f6e) by default? Thank you!Zoho Sites - General Feedback
Hi Everyone-- Quick question for discussion: is it me or is working with Zoho Sites like entering the Twilight Zone? I've built many sites over the years, but this platform seems impossible. I've spent an entire day and a half trying to get a simple one-colorFile Upload field not showing in workflow
Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?You cannot send this email campaign as it doesn't have any eligible contacts in the selected mailing list. You can try adding contacts or choose other mailing lists.
please helpStrengthening the capabilities of CommandCenter in Zoho CRM Plus
When you look at the prospect-to-customer journey in most businesses 10 to 15 years ago, it was relatively straightforward. Many of us remember walking into a store, sharing our requirements with a sales associate, reviewing a few options, and makingWorld date & time format
Hello, Is there a timeline to get the worldwide used date and time format ? I mean not the american one... I mean day month year, and 24 hours clock. RegardsHow can Data Enrichment be automatically triggered when a new Lead is created in Zoho CRM?
Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems likeAnnouncing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.
Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,Any recommendations for Australian Telephony Integration providers?
HI, I am looking for some advice on phone providers as we are looking to upgrade our phone system, does anybody have experience with any of the Australian providers that integrate with CRM Telephony? So far we are looking at RingCentral and Amazon Connect, and would love to hear feedback on any of the other providers you might have tried. Thank youCRM Cadences recognise auto-responses
I have leads in a Cadence. I get an auto-responder reply "I'm out of the office..." Normally Cadences seems to know that isn't a real reply and keeps the lead enrolled in the cadence. However, today, Cadences has UNENROLLED a Lead who sent an auto-reponseZoho Campaigns Workspaces
Hi, I’m currently working on a Zoho CRM + Zoho Campaigns setup for a franchisee-based organization, where each franchise must only see and use its own contacts. At the moment, franchisees cannot properly access their contact lists in Zoho Campaigns unlessLimited System because of Limited Number of Fields for Car Dealership
Dear Zoho Support, we want to have all the information about a car inside of a car record. We want to have Zoho CRM as our single source of truth for our data, but the limited number of fields are not allowing that. The data consist of: technical dataAutomatically Update Form Attachment Service with Newly added Fields
Hi, When I have a Form Setup and connected to a 3rd Party Service such as OneDrive for Form Attachments, when I later add a new Upload Field I have to remove and redo the entire 3rd Party Setup from scratch. This needs to be improved, such as when newZoho CRM for Everyone's NextGen UI Gets an Upgrade
Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everythingNewsletter in multiple languages
Hi We are planning on starting to use Zoho Campaigns for our newsletters. Since we send our newsletters in three languages, I would need the "unsubscribe page" and other pages related to the NL (Thank you page and so on) to be available in different languagesFixed assets in Zoho One?
Hi, We use Zoho Books and have the fixed asset option in it. I started a trial for Zoho One and I do not see that as an option. Is the books that is part of zoho one equivalent to Zoho Books Elite subscription or is it a lesser version? Thanks, MattSet Default Status of Assembly to "Assembled" When Entered in UI
I've just discovered the new "confirmed" status of Assemblies within Inventory. While I understand the intent of this (allowing for manufacturing planning and raw material stock allocation), it was initially confusing to me when manually entering someI need to Record Vatable amount and non vatable amount separately in zoho books in a single line
I need to Record Vatable amount and non vatable amount separately in zoho books in a single line give me the customisation option and in invoice copy to customer the total amount should be inclusive 5%vat and no need to show the vatable and non vatableSort Legend & stacked bar chart by value
I'd love to see an option added to sort the legend of graphs by the value that is being represented. This way the items with the largest value in the graph are displayed top down in the legend. For example, let's say I have a large sales team and I createScanned Doc - selecting Item overwrites Rate
I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and itTimesheet invalid data error
Getting the "Invalid Date" error when trying to add a time sheet to an appointment in a work order. I initially though the work order was corrupt or something so I deleted the work order and recreated it. I added the first time sheet to the AP and savedConvert invoice from zoho to xml with all details
How to convert an Invoice to XML format with all detailsAny update on adding New Customer Payment Providers who support in store terminal devices?
Currently there is only one Customer payment provider listed for terminal devices in USA- Everyware. They charge a monthly fee of almost $149 minimum. Will you add other providers - like Zoho Payments or Stripe or Worldpay that would allow integratedDealing With One-Time Customers on Zoho Books
Hello there! I am trying to figure out a way to handle One-Time customers without having to create multiple accounts for every single one on Zoho Books. I understand that I can create a placeholder account called "Walk-In Customer", for example, but ICustomizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t foundPassing the image/file uploaded in form to openai api
I'm trying to use the OpenAI's new vision feature where we can send image through Api. What I want is the user to upload an image in the form and send this image to OpenAI. But I can't access this image properly in deluge script. There are also some constraints"Temporary" Field Value?
I have a custom action in Form A report Detail View that passes the Rec ID and updates a Temp Record ID lookup field in the Form B record via openURL (and opens the Form B report in popup) . The updated Temp Record ID field value in Form B is then usedNext Page