Zoho Desk is web-based help desk software that gives you the ability to manage your customer support activities efficiently. Zoho Desk allows you to assign, track and set up alerts on help desk tickets easily. You can customize Zoho Desk for your business and ensure satisfaction in your customer support experience.
Key Zoho Desk Features
Prioritize, Manage and Close Your Customer Support Tickets
With our help desk management software, you have control over customer tickets submitted to the support team via phone, email, or web form. You can set priority to an incoming ticket and then close those tickets in the preferred order.
Create a Help Desk Solution for Your Support Team
Improve your resolution time and customer service by creating a Knowledge Base of customer support articles with our help desk solutions. This will allow your support staff to provide appropriate solutions for customer tickets effectively.
Provide a Help Center
Help your customers proactively before they contact your support team. With the Help Center, you can create a Knowledge Base for your customers that is available to them 24/7. This feature also allows customers to create a ticket and track it online, eliminating the need to contact your support center.
Manage Contracts and Service Level Agreements
When a customer ticket is created, our help desk software will take into account an appropriate resolution time based on your business hours. If those parameters are missed, the ticket will be escalated automatically. You will also be notified when a service agreement or contract is about to expire. You can also use the advanced workflow feature which allows you to automate assignments, alerts, emails, and create tasks.Create Standard and Customized Reports
Get detailed reports including all the important facts about your support center's performance. You can determine the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.
Customize Your Help Desk
Control the look and feel of your help desk by customizing working tabs, staff roles and profiles, departments, workflow rules, email templates, web forms, business hours and parameters, help folders, catalog, accounts, contacts, and more.