Configuring the Zoho Assist Add-on for Zoho Desk
- Allows you to see the problem in real time from the customer’s perspective.
- Broadens your support capabilities as you can initiate remote support sessions directly from the Zoho Desk platform.
- Reduces the time to resolution and increases first-contact resolution rates. For example, you can fix issues instantaneously instead of shooting an email and wait for a response or have back and forth email conversations.
- Reduces the support costs by eliminating expensive site visits.
- Increases customer satisfaction and strengthens loyalty due to fast, appropriate and accurate solutions.
At the end of the 15-day trial, your subscription automatically rolls over to the Free plan with access to 1 remote support technician (i.e., Admin). You must upgrade your Zoho Assist subscription to continue providing remote assistance to your customers.
- There are no additional charges for using this add-on in Zoho Desk.
- Only the primary contact (or the super admin) in Zoho Desk can administer the Zoho Assist account linked to it.
Get a bonus 30-day trial of Zoho Assist on purchasing a Zoho Desk subscription.
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Zoho under Marketplace.
- On the Zoho page, click Zoho Assist.
- In the Zoho Assist Add-on page, click Enable.
- In the Confirmation dialog box, click Continue to create or link your Zoho Assist organization.
- The option to manage technicians is available only when you purchase licenses in Zoho Assist.
- By default, the primary contact of Zoho Desk is added as a remote support technician, and you cannot remove them.
- Only Zoho Desk agents can be added as remote support technicians.
- Click the Manage Technicians icon (
) on the Zoho Assist Add-on page.
The Add Technicians window slides open from the right. - Hover your mouse pointer over the agents' image to select them.
Alert: Adding "Pending" agents count toward your license seats in Zoho Assist. - Click Add Technician(s).
You can remove agents who were added as remote support technicians. The removed agents can no longer be able to conduct remote sessions inside tickets.
- Click the Remote Support Technicians tab on the Zoho Assist Add-on page.
- Hover your mouse pointer and click the Remove icon (
) corresponding to the technician you want to remove.
- In the Confirmation dialog box, click Remove.
- Click the Remote Support Technicians tab on the Zoho Assist Add-on page.
- Hover your mouse pointer and click the Re-invite icon (
) corresponding to the technician you want to re-invite.
The technician is re-invited instantaneously.
- Click the More icon (
) in the upper-right side of the Zoho Assist Add-on page.
- Click Disable Add-on from the menu.
- In the Confirmation dialog box, click Disable.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
|
Quick Links |
Workflow Automation |
Data Collection |
|
|
||
|
Form Templates |
||
|
|
||
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Zoho Sheet Resources
Zoho Forms Resources
Zoho Sign Resources
Sign, Paperless!
Zoho TeamInbox Resources
Zoho DataPrep Resources
Design. Discuss. Deliver.
Related Articles
Initiating Remote Assistance Sessions inside Tickets - Old UI
Remote assistance allows you to view and take control of remote PCs to resolve customer issues instantaneously. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, ...Configuring the Zoho Lens Add-on for Zoho Desk
Zoho Lens is an augmented reality (AR) remote assistance platform that allows technicians to provide remote assistance to customers using a smartphone camera or smart glass. A technician can intervene remotely, in real-time, carry out ordinary ...Initiating AR Remote Sessions from Tickets
Augmented reality remote assistance provides your customers with access to expert guidance—through their smartphone or smart glass—they need to perform any task with ease. You can visually guide and collaborate with customers right from their support ...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 ...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 ...