How to Improve the Customer Service with Zoho
Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is important that all customer calls are taken care of in a linear and controlled manner. Doing the same without using the correct tool can prove to be difficult.
In the beginning, you will require a place to store and manage all the conversations because if the valued customer returns following up on the previous calls, or asks more questions then you must be aware. With time, you will be able to form a relationship with your customers and you will also need to maintain the context of all your interactions with them. Additionally, there will be a need to do the same overall types of channels so that your customers can reach out effectively.
That being said, all of this is just a glimpse of what exactly can be done by customer service software. In this blog, we will have a detailed look at the steps in which you can overshine your customer service with Zoho Desk.
Before we take a look at how Zoho Desk support helps us in detail, let us first begin by understanding what Zoho Desk is in complete detail.
What is Zoho Desk?
Zoho Desk is actually customer service software that is created to assist businesses to provide exceptional support to their valued customers. It is embedded with various tools and functionalities that offer a wide range of helpful analytics while enhancing business productivity.
Zoho Desk support helps numerous industries. For instance; all manufacturing and distributing organizations might encounter a problem with their returns because of defective products, sudden shipments, and the like. With the help of Zoho Desk, these clients can be helped by getting a simple way to submit requests. Additionally, the Zoho can also be embedded into the Zoho Finance applications or the Zoho ERP software applications, which provides a better custom solution.
Working of Zoho Desk:
The working of the Zoho Desk is rather simple and hassle-free to get a grip on. At the time when a customer encounters a problem that they would like to solve at the earliest, they are more than likely to call or send an email to the company. Although this can sound and seem obvious, it can actually turn into a problem if the volume of customer service calls rises too high.
As support in this situation, Zoho Desk comes in and routes the different support requests directly to a specific department or to a support agent. With the help of the Zoho Desk, the clients can be encouraged to reach a committed assistance phone address. This further helps in supporting the administrator in the sense that it offers an ability to route and oversee any prompts as and when they reach.
The benefit of Zoho Desk For Customer Service:
Managing Customer Service with Zoho Desk
Zoho Desk is actually integrated with social support that allows the customers to ask questions, pass requests, and call for assistance through well-known networks on social media platforms such as Twitter, Facebook, etc. It is well acknowledged that the quality of customer support should be at a Peak in all cases and so, the software assists the business managers in making sure that complete support is offered through all networks.
With the expert support of analytics and reporting tools, the company managers and operators can figure out the concern and problems linked to the productivity and performance of the staff. All the insights so acquired from the software are used for enhancing the performance while handling the customer support tasks.
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.
To read the complete blog, please refer to the link below
Cheers!
Abhi
(Seasoned Zoho Authorized and Certified Partner)
Feel free to contact me if you have any queries
Email: abhishek(@)encaptechno(dot)com
Call: +1-416-405-8185
Access your files securely from anywhere
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
Abhishek - Zoho Partner
Yaali Bizappln Solutions
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
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
Add Custom Reports To Dashboard or Home Tab
Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! ChadPricing Strategies: #1 Nuances in Pricing
When Clara first opened her digital printing shop, pricing was simple. She sold handmade greeting cards, planners, business cards, and other physical items at fixed label prices, individually and in bulk. One SKU, one price, one bill, and that's all it[Free Webinar] Learning Table Series – Education Management in Zoho Creator
Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage filesMove attachments from one module to another with Deluge
I have created a button that works just like the convert button for my custom modules. I would like this custom function to move any attachments in this record to the new module. I can't seem to find any documentation on how this can be accomplished.Help in function code
Hi, could someone look at the code below and tell me what 's wrong with it? After a deal creation or edition the code should find the related Account, than all open Deals for that Account and copy the field Total_Open_Deals from the Account record toAutomation Series: Auto-update Phase Status
Hello Folks! You can auto-update your phase's status based on status of underlying tasks using custom functions. In this series, we will showcase how to create and run custom functions, using Deluge, with ease. Follow the steps below and automate yourhow to add subform over sigma in the CRM
my new module don't have any subform available any way to add this from sigma or from the crmZoho Projects - Project Details on the Project Menu
Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.Zoho Projects - Add Feed to Project Tabs
Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you canFlow - Fetch info from drop down in another module
I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for thisShow unsubscribed contacts ?
Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)Zoho Developer Community Hackathon 2025 is LIVE!
Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, thisConverted Leads Not Showing in Lead Reports
Converted leads are not showing in the Lead reports. How can I make converted leads visible in the report,Text widgets in dashboards
Having a text widget in a dashboard would help immensely. It would allow adding links to related documents, relevant CRM views, etc. It would allow adding explanations of the data displayed in the other widgets, about how to interpret them or about filtering.[Webinar] Zoho Writer for content creators and publishing houses
Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:Adding Reports to Portals
Is there a way to add Reports to portals so only the user can see report templates relevant to them?How to assign one Manual to multiple Spaces?
Hello, I have two spaces, one called tech knowledge and the other one called HR knowledge. I have a manual that is called HR tech. I want to assign this manual to HR knowledge and tech knowledge. How should I do that?How can I assign courses to Spaces?
How can I make courses show up here in this space?:When will Zoho Learn be able to support SCORM files on the mobile app?
When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I willAnnouncing new features in Trident for Windows (v.1.35.6.0)
Hello Community! Trident for Windows just got better with an update that makes working with your emails even more efficient. Let’s dive into what’s new! Work with PST files more efficiently. You can now do more than just view mounted PST files. You canMarketing Tip #9: Track your traffic sources
Not all marketing channels work equally well. Knowing whether your visitors come from Google, Instagram, or email helps you focus on what actually drives sales. Try this today: Check your Zoho Commerce reports or connect Zoho PageSense to see your topGoogle Analytics import data inaccurate (as of October 11, 2025)
We have Zoho Analytics connected to GA4 to import daily event data. This has been running without issue for a couple of years. However, a month ago we started noticing discrepancies. All data until October 10 lines up perfectly - October 11 onward isE-Invoicing in Belgium with Zoho Billing
Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. Invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing worksZoho Voice lance BYOC (Bring Your Own Carrier) : intégrez votre opérateur
Pour accompagner sa croissance, une entreprise a besoin d’une infrastructure téléphonique flexible et évolutive. Les solutions de téléphonie s’adaptent aux exigences du centre de contact, tout en intégrant aisément les opérateurs locaux de votre choix.Zoho Recruit Slow and Freezing on all screens
We have had an issue with Zoho Recruit for weeks being extremely slow and at times freezing. We have 100 mega internet, and I went into each computer and updated the virtual memory so there is more available. Also restarted all computers daily. Still having the issues. Almost unable to work.Prevent accidental duplicate entry of Customer Ordersome
Zoho Support has confirmed that Zoho currently does not have any method (using Deluge, flow or any other method) to alert a user when a sales order has been entered twice using the same customer reference number (i.e. a duplicate). Most ERP platformsZoho Books | Product updates | November 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax DigitalInsert Image into Notebook page
Prior to today, I could add images to my notebook pages. Today when I tried to do this I got an error message that said something like, "There's been a problem on our end. Try again later." So, I've tried all the ways I know how, but I can't insert an【開催報告】名古屋 ユーザー交流会 Vol.2 2025/11/21 Zoho Analytics / Inventory で実現する在庫の"未来予測"
ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 11/21(金)に名古屋 ユーザー交流会 を開催しました。 本投稿では、当日実施したセッションの様子及び投影資料をお届けします。 会場にて参加できなかった皆さまも、ぜひご参照ください。 （Zoho 社員セッションの登壇資料については、11/28(金)開催の東京回の開催報告で共有いたします） 今年2回目の開催となる名古屋 ユーザー交流会では、株式会社エンツナクリエイト 野末さんによる Zoho Analytics / InventoryIs there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This wouldImproved RingCentral Integration
We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.Edit Pinned Comments in Zoho Desk
It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.Updating Secondary Contact (CCs)
We use Zoho Forms to capture the user request and integrated with Zoho Desk to raise tickets. Active Microsoft login is captured in our Zoho forms and registered as Primary contact in Zoho desk ticket. We also an have an option to raise ticket on behalfblank page after login
blank page after logging into my email account Thanks youWriterTh
After every space Writer goes to capital letters mode in my Android tablet. The cap mode stays till the second letter is typed in the word then it comes to normal mode.Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer
I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks veryI have already created some Bots, Commands, and Widgets in Cliq, but I am still not seeing the “Create Extension” option in my account. Could you please help me enable or access this option?
Cliq iOS can't see shared screen
Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? RegardsInfinite loop of account verification
Hi I can't do anything on my zoho account. I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying.Next Page