1. Automatic Ticket Notifications: Organizations can set up the Zoho Desk in a way that when a customer sends an email to a specific email address, it will be organically captured in the form of a Zoho Desk. After this gets set up, almost any email that goes to that specific address will notify all users in an organization just so that prompt action can be taken.
In addition, one can also get an automatic notification in case a customer replies or goes ahead to re-open the ticket. All users are always notified as to when these messages occur so that when the track is lost, you can actively avoid the phone and email.
2. Tracking Agent Availability: In case you are aware of customer service, you would know that the Service Level Agreements or the SLAs are an important concept. One can set the particular turn-around time that is needed for replying to the support tickets either for following up or closing.
If the Service Level Agreement is not met then you will be notified immediately and the ticket will have a red highlight. The agents can also set their availability in the top right corner of the Zoho Desk.
In this way, you can know that an agent is available at the desk for taking care of the support tickets. There is another feature called agent collision in the ticketing interface that enables two or more agents to open and see the tickets at the same time.
3. Direct Reply to Customers: With Zoho Desk, the organization representative can directly reply to the customers and view their email chain accordingly. In this way, there is no need to give your support staff access to the support email inbox directly.
The support staff can reply to all customers’ right from the support email ID provided and linked with Zoho Desk. In addition, there is also a comment private feature that helps in communicating with the staff internally about a specific ticket. All these comments can be effectively seen by the customers.
4. Creating Custom Reports: One can find a summary of all tickets along with detailed reports on the metrics that explain the tickets. The reports can be viewed in the summary in a tabular form or a matrix. There will be a need to either configure or customize the report before one can view it.
You can select a module and then a different column from the module that you would wish to see in the report. You can also group your columns just as you wish while choosing a method to display a mathematical sum or an average.
For example: in case you wish to see how many tickets were closed by an agent, all that is needed to do is to select the name, email, and the status of the agent so that you can get a sum of all numbers. These are different kinds of customizations that can be achieved but all reports plainly zero in on the report types, criteria, and column for the report.
5. Creating Modules: Zoho Desk enables the creation of distinct customer service modules. For instance: you might have different individuals who send a support ticket or who were your customers in a project. These individuals are often placed in the Contact modules.
These contacts might be affiliated with a company that is billed. Therefore, contacts will be eventually associated with accounts that are typically a module.
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