Managing client emails with Zoho Desk

Managing client emails with Zoho Desk

Hi there,

We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their gmail accounts on laptops and mobile phones. For each project there is a dedicated project manager on our team that manages the project. 

Often the questions clients ask are the same. If we had a knowledge base for clients to find answers to FAQ then we would get less emails.

Also, we are getting emails out of business hours so we are thinking about how we can auto reply to clients saying "unless this is urgent we will reply tomorrow" but someone still has to check the emails to see if it's actually urgent. If we had a central location for all emails then maybe we can spread the load and have multiple people replying to clients but it looks like the emails came from the project manager.

It seems Zoho desk could help us but I'm concerned that creating a ticket for every email and then my team having to remember to close everything might just be adding to their workload and not reducing it.

Do companies that have a lot of email communications use Zoho Desk to manage this?




                            Zoho Desk Resources

                            • Desk Community Learning Series


                            • Digest


                            • Functions


                            • Meetups


                            • Kbase


                            • Resources


                            • Glossary


                            • Desk Marketplace


                            • MVP Corner


                            • Word of the Day



                                Zoho Marketing Automation
                                        • 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 email
                                        • Announcing the New and Improved Article Editor

                                          KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
                                        • Announcing the Happiness Rating 2.0!

                                          Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                        • Webinar 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 service
                                        • Edit 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-important


                                        Manage your brands on social media



                                                Zoho TeamInbox Resources

                                                  Zoho DataPrep Resources



                                                    Zoho CRM Plus Resources

                                                      Zoho Books Resources


                                                        Zoho Subscriptions Resources

                                                          Zoho Projects Resources


                                                            Zoho Sprints Resources


                                                              Qntrl Resources


                                                                Zoho Creator Resources


                                                                  Zoho WorkDrive Resources



                                                                    Zoho Campaigns Resources

                                                                      Zoho CRM Resources

                                                                      • CRM Community Learning Series

                                                                        CRM Community Learning Series


                                                                      • Tips

                                                                        Tips

                                                                      • Functions

                                                                        Functions

                                                                      • Meetups

                                                                        Meetups

                                                                      • Kbase

                                                                        Kbase

                                                                      • Resources

                                                                        Resources

                                                                      • Digest

                                                                        Digest

                                                                      • CRM Marketplace

                                                                        CRM Marketplace

                                                                      • MVP Corner

                                                                        MVP Corner




                                                                            Design. Discuss. Deliver.

                                                                            Create visually engaging stories with Zoho Show.

                                                                            Get Started Now