Introduction to Zoho Desk

Introduction to Zoho Desk

Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert addresses the question and resolves the problem.

Help desk is managed by the product experts from the customer support department who address customers' queries or issues. Most companies give out an email address or a toll-free number to contact these experts. Nowadays, companies have opened various channels like chat, SMS, social media, webforms, and community forums to help customers reach the help desk anytime, anywhere.
Help desk software organizes customers' requests and helps to resolve them in the quickest way possible. It automates most of the steps in this process as possible. Help desk software consists of three parts: Ticket Management, Automation Suite, and Reporting and Optimization.

Ticket Management: The software pulls customer emails from an email address and lists them in a single place. It allows a help desk executive to easily answer and log calls from customers. It enables customer support executives to listen and respond to customer feedback on social media, such as Facebook and Twitter.

Automation Suite: The Automation Suite allows a help desk coordinator to ensure that questions from customers are redirected to employees who can answer them satisfactorily. It enables the coordinator to monitor when a support executive hasn't responded to a ticket, when a ticket is taking too long to get resolved, or one of the several other possible cases.

Reporting and Optimization: This is the most important function of customer service. It pulls pertinent information about the critical aspects of the help desk. Managers can understand parameters such as load on the help desk team, turnaround time, and resolution rate of each executive from these data. Metrics like these give managers a quick perspective on how things are faring and let them make amends for the better.

Why Zoho Desk?

A web-based help desk software like Zoho Desk can give you the ability to manage your customer support activities efficiently. In addition to the key functionalities to manage tickets, offer multiple channels for support and service, provide easy branding and customization and essential automations like SLA and workflows, there is quite a lot more in Zoho Desk. All these put together ensures that you give great customer support experience. Here is a list of essential features that Desk has:

Key Functionalities

Connecting with your customers via multiple touch points

Collect customer requests via phone, email, social channels or web form and set priority to the incoming tickets. Additionally, the community forums provide your customers a platform for discussion with the ability to convert a forum post into a ticket.

Making use of various tools for agent's productivity

Improve the resolution time and customer service by creating an internal repository of solutions and articles that agents can refer to. This Help Desk Solution for your support teams will allow your support staff to provide appropriate solutions for customer tickets effectively and save valuable time otherwise spent drafting the same solutions repeatedly.

Providing a Help Center

Help your customers proactively before they contact your support team by building a self-service customer portal. This portal can be totally customized according to your brand's needs and includes the essential components with a comprehensive knowledge base, a community platform and a portal to submit, view, and track ones own tickets.

Automating essential and repeated tasks
Send acknowledgment emails on receiving tickets from your customers, assign tickets to agents based on various criteria and notify customers and agents sending notifications via email or SMS. Additionally, you can create SLAs to define ticket due dates and escalate them to multiple levels when they fall overdue.

Create Standard and Customized Reports

Take stock of your help desk activities and important facts about your support center's performance using in-built reports. Measure specific aspects of your ticketing process by generating custom reports effortlessly. You can determine the average resolution time, the number of tickets closed per agent per day, the number of tickets opened and more.

Maintaining a secure database

Do you receive sensitive information from your customers? Take charge by defining profiles, roles, and groups in Zoho Desk. Configure data-sharing rules and field-level security to ensure your proprietary information stays protected.


Accessing contextual information from Zoho CRM

Close your customer loop from sales to support by integrating with Zoho CRM, an industry-leading customer relationship management application. You can import your contacts and accounts information from Zoho CRM for contextual support service and view support tickets raised by your leads, contacts, and accounts from within Zoho CRM.




    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com


                              



                            



                          Manage your brands on social media




                              Zoho Marketing Automation

                                Zoho Sheet Resources

                                 




                                    Zoho Forms Resources


                                      Secure your business
                                      communication with Zoho Mail


                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times


                                        Carry your calendar with you
                                        Anytime, anywhere




                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now




                                                        Zoho TeamInbox Resources



                                                                Zoho DataPrep Resources



                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW


                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now










                                                                                          • Related Articles

                                                                                          • GoToWebinar for Zoho Desk

                                                                                            Webinars help give product demos and make a great tool for customer support. The GoToWebinar extension for Zoho Desk helps support agents explain their product efficiently through webinars, allowing them to resolve support tickets faster. With this ...
                                                                                          • Highrise for Zoho Desk

                                                                                            View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...
                                                                                          • Zendesk Sell for Zoho Desk

                                                                                            The Zendesk Sell for Zoho Desk extension makes it easy for you to know your customers' details so that you can better prioritize and manage tickets in Zoho Desk. It lets you manage contacts, deals, and tasks between these applications. You can view ...
                                                                                          • Integrating WhatsApp with Zoho Desk

                                                                                            WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...
                                                                                          • Managing Payments for IM through Zoho Desk

                                                                                            Managing IM Credits     •    Among the most widely used messaging channels, only WhatsApp charges its user for sending messages. Soon, other platforms might follow suit and charge their users for sending messages to customers. Note: WhatsApp charges ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace

                                                                                            Resources

                                                                                            Videos

                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                            eBooks

                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                            Webinars

                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.



                                                                                              Zoho Show Resources