FAQs: Customers

FAQs: Customers

The Contacts are individuals or customers that you provide support for through the various channels in Zoho Desk. The Account is a company or an organization that the contacts belong to or represent. Therefore, it makes sense to associate multiple contacts with an account to better assist your customers.

To associate a contact to an account, follow the steps mentioned below:
  1. Click the Customers module
  2. Open the contact that you want to associate with an account.
  3. Click the More icon (  ) at the upper-right corner of the screen and click Edit.
  4. On the Edit Contact page, click the Search icon in the Account Name lookup field.
  5. Choose the preferred Account on the Select Account window.
  6. Click Save.

Alternatively you can associate contacts from inside an account.
To do the same follow the steps mentioned below:
  1. Click the Customers module.
  2. Click Accounts on the lower-left corner.
  3. Open an account to view its details.
  4. Click the Contacts tab at the top of the Account Details page.
  5. On the Contacts page, click the Add icon (  ).
  6. Select the contacts you would like to associate.
  7. Click Associate Contact.

Can I send a survey to customers from Desk?

A survey is an account of a customer's feedback on the support provided by the agents while resolving their problems. It is an account of ratings given by the customers while their tickets are resolved or closed. These ratings in Desk are termed as the customer happiness index.
 
The customer happiness index can be used to:
  • Gauge customers' opinions on the support service provided by the agents.
  • Evaluate an agent's conduct during internal audits.
  • Understand the percentage of customers that are satisfied with the current service.

 

By default, there are three types of happiness ratings:
  • Good
  • Okay
  • Bad
You can edit and configure these according to your orgnization's needs and requirements. For example, you can rename them to satisfied, dissatisfied, need help etc.
 
You can also use emojis for each rating, and configure an auto-response for ratings and feedback.

 


Users with Support Admin profiles can configure the happiness index from Setup > General > Customer Happiness.

You can customize the customer happiness page according to your requirements using the following options:
  • How do you want to send the ratings to your customer? For example, with every reply or when the ticket status is marked as closed.
  • Do you want to send the ratings with questions only or with smileys?
  • Who should access the rating link? For example, the end user, any user with the link, or the user with whom the rating link has been shared to.

  • Which department (In case you have more than one) should the survey be sent from? 

  • Should the tickets be re-opened if an agent gets a bad response?

  • You can choose from all ratings, good ratings, bad ratings, okay ratings or none in order to notify the ticket owner about the ratings they have got.

  • You can customize your reply emails, by customizing the templates to suit your requirements.
 
Click here to learn more about setting customer happiness rating in your account.

How to mark contacts as spam in bulk?

Spam contacts are unsolicited users who send junk emails to your support email address. You typically get a lot of unwanted emails, such as subscriptions or promotional offers from such contacts. In such cases, you can mark the contacts as spam manually. Once marked, the contacts will be moved to the Spam Contacts view, where you can unmark them if required.

To mark multiple contacts in a view as spam, follow the steps mentioned below:
  1. Go to the Contacts module.
  2. Select a contact view from the left pane
  3. Select the contacts you want to mark as spam from the list view.
  4. Click the Mark Spam option displayed at the top of the page.
  5. Click OK.

Here are some things to keep in mind as you mark contacts as spam.
  1. The contact will be denied access to your help center.
  2. All existing and future tickets from the contact will be marked as spam.
  3. Any duplicate contacts having the same email address will be marked as spam.
  4. The contact's tickets shared with other departments will be revoked.

There are chances that legitimate contacts are also marked as spam. You can unmark such contacts so that you can continue to receive tickets from them.

To unmark contacts as spam:
  1. Go to the Contacts module.
  2. On the left pane, under Views, select Spam Contacts.
  3. Select the contacts you want to unmark as spam from the list view.
  4. Click the Not Spam option displayed at the top of the page.
  5. Check the "Unmark existing tickets from the contacts also as spam" option if needed.
  6. Click OK.

We hope that this list of frequently asked questions about Customers is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!



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