Améliorer votre expérience de support client avec l'intégration de Zoho Assist et Zoho Desk

Améliorer votre expérience de support client avec l'intégration de Zoho Assist et Zoho Desk



Optimiser le processus de support et augmenter la satisfaction des clients exigent des outils robustes qui fonctionnent de façon transparente. Zoho Assist et Zoho Desk sont deux solutions performantes de Zoho qui permettent de mettre en place un système de support complet. Découvrez comment ce duo dynamique peut révolutionner vos opérations de support client.

Zoho Assist

Ce logiciel de support et d'accès à distance est conçu pour améliorer l'efficacité des équipes de support et des agents du service client. Il permet de se connecter à distance à l'appareil d'un client, de transférer des fichiers et d'effectuer des tâches de support comme s'ils étaient physiquement présents.

Principales fonctionnalités de Zoho Assist

  • Assistance à distance : se connecter instantanément à des appareils distants pour fournir une assistance à la demande et résoudre les problèmes sans avoir à être physiquement présent, ce qui améliore l'efficacité et la satisfaction des clients.
  • Accès autonome : connectez-vous en toute sécurité à des ordinateurs et serveurs autonomes pour effectuer facilement la maintenance, les mises à jour et le diagnostic à tout moment, même en l'absence de l'utilisateur, afin de garantir la continuité et la fiabilité du service.
  • Assistance multiplateforme : offre un support transparent pour un éventail de systèmes d'exploitation divers, Windows, macOS, Linux, Android et les appareils iOS. Cette polyvalence assure que les agents d'assistance peuvent aider les utilisateurs quel que soit leur appareil, améliorant ainsi l'accessibilité et l'efficacité globales du service.
  • Sécurité : des mesures de sécurité robustes assurent la protection de vos données. Cela inclut le protocole SSL, l'authentification à deux facteurs et le chiffrement AES 256 bits. Ces protocoles de sécurité de niveau entreprise protègent les sessions à distance et les transferts de données, offrant ainsi un environnement sécurisé aux agents d'assistance et aux clients.

Zoho Desk

Ce logiciel est conçu pour gérer les tickets de support client, suivre les problèmes et en assurer une résolution rapide. Il offre une plateforme pour gérer les interactions avec les clients par le biais de divers canaux tels que les e-mails, le téléphone, le chat, les réseaux sociaux et les formulaires web.

Principales fonctionnalités de Zoho Desk

  • Gestion des tickets : gérez et suivez efficacement les tickets des clients pour un support rationalisé. Ainsi, toutes les questions sont traités et résolus rapidement, ce qui améliore la satisfaction des clients et l'efficacité opérationnelle.
  • Automatisation : simplifiez les tâches répétitives grâce à l'automatisation des workflows, ce qui augmente votre productivité. L'automatisation réduit les interventions manuelles, et permet aux équipes de se concentrer sur des requêtes plus complexes et d'améliorer l'efficacité globale.
  • Portail libre-service : proposez une base de connaissances et un forum de communauté pour que les clients puissent trouver eux-mêmes des solutions. Cela responsabilise les clients et réduit la charge des équipes d'assistance, accélérant ainsi le processus de résolution.
  • Analyses : obtenez des informations et générez des rapports pour évaluer les performances du support. Des analyses détaillées permettent d'identifier les tendances, de mesurer l'efficacité des équipes et de découvrir les domaines à améliorer, ce qui favorise une meilleure prise de décision et de meilleures stratégies de support.

Pourquoi intégrer Zoho Assist et Zoho Desk ?

L'intégration de Zoho Assist à Zoho Desk crée une expérience de soutien transparente et efficace pour le personnel technique et les clients.

  • Accélérer la résolution des problèmes

Organisez des sessions d'assistance à distance directement à partir d'un ticket, pour établir un diagnostic et répondre aux questions instantanément. Cet accès en temps réel permet de résoudre rapidement les problèmes et de réduire considérablement le temps nécessaire pour résoudre les difficultés des clients.

  • Améliorer la satisfaction des clients

Une résolution rapide et efficace des problèmes se traduit par des clients plus satisfaits. L'assistance à distance instantanée minimise le temps de réaction et améliore l'expérience globale du client.

  • Rationaliser les workflow

Toutes les activités de support sont enregistrées dans Zoho Desk, ce qui permet de centraliser l'information et d'assurer la continuité, même si plusieurs agents sont impliqués.

  • Favoriser la collaboration

Les outils intégrés permettent une collaboration plus efficace. La gestion des tickets de Zoho Desk, combinée aux capacités de support à distance de Zoho Assist favorise aux équipes de travailler ensemble de façon transparente sur des problèmes complexes.

  • Obtenir des informations détaillées

Des rapports détaillés et des analyses sur les sessions d'assistance à distance fournissent des informations sur les performances, aidant les responsables à identifier les domaines à améliorer et à prendre des décisions fondées sur des données.

En associant des fonctions de support à distance robustes à une gestion complète des tickets les agents de support sont en mesure de fournir une assistance plus rapide, plus efficace et de meilleure qualité. Elle permet également aux entreprises d'accroître la satisfaction de leurs clients, d'optimiser leurs processus d'assistance et d'obtenir des informations précieuses sur leurs opérations.

Avez-vous intégré Zoho Desk et Zoho Assist dans votre organisation ? Faites-nous part, dans les commentaires, de la façon dont cette intégration a contribué à améliorer le service client de votre organisation.

L'équipe Zoho France


      • Sticky Posts

      • Desk - Astuce #5 : Déplacer les tickets entre les départements

        Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

      • Zoho Desk - Nouveautés 2023

        Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

      • Desk : Le cycle de vie d'un ticket - Introduction

        Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

      • Zoho Desk - Chapitre 1 : Anticipez vos besoins

        Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

      • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

        Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres

        • Recent Topics

        • Validation Rule for Controlled Stage Movement in Deals Module (Deluge Script)

          For keeping a control over module stage or status, you can use the below deluge script. The below deluge script defines validation control over deals module stages: // Function to validate allowed stage transitions in the Deals module map validation_rule.LeadStatustValidation1(String

        • Pick List Issues

          I have created a pick list that looks at a table in a sheet, it selects the column I want fine. Various issues have come along. The option to sort the pick list is simplistic, only allows an ascending alphabetical sort. Bad luck if you want it descending.

        • Four types of task dependencies

          "Nothing is particularly hard if you divide it into small jobs."                                                                                                                  - Henry Ford Projects, small or large, are driven by simple work units called tasks. Monitoring standalone tasks might look simple but as the workflow becomes elaborate, tasks may start relying on one another. In project management, this relationship between tasks is termed as "Task Dependencies". Dependency between tasks arise

        • 1099 tracking

          Do zoho books offer feature of tracking for 1099's for contractors, etc? Quick books offers this feature and wondered when/if Zoho books will do same

        • VAT-type Taxes in US Edition?

          I'm located in the US, and I use the Zoho One US edition of Books. We are in the process of registering with Canadian authorities for their GST / HST, which is a VAT-type of scheme. It is not immediately obvious to me how one would deal with input tax

        • 2 users editing the same record - loose changes

          Hello, I'm very new to Zoho so apology if this has been addressed somewhere i can't find. I have noticed the following: If we have 2 users put an inventory item in edit mode at the same time: say user1 click on edit and user2 while user1 is still in edit,

        • Schedule sms to be sent later

          When will you make available an option to send sms's at a later time??? You finaly have this option available on emails, so it will be very useful to have it also with sms. Our sms provider, has already this available but we cannot use it because you

        • Ecommerce integration with prestashop

          Development of campaigns integration with prestahop. When???

        • How to create an article containing images and rich text via the api?

          Hi, I'm trying to migrate our kb articles from our previous helpdesk service, and import them to ZohoDesk. Is there any way to create an article that contains images?  Is it possible to add formatting to articles created via the API? Thanks, Adam.

        • Number of statement execution limit exceeded on deluge scheduled function

          I'm working on a send email functionality in creator that sends out crew work orders at the end of the day each day for the next day. I'm running into the issue that zoho is unable to handle the number of statements that I am doing to be able to successfully

        • Color of Text Box Changes

          Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," and

        • Zoho SignForm In Progress But Cannot Be Completed

          If a person starts signing a document (via SignForm), but closes the window before submitting, Zoho marks the document "in progress", but how do they finish signing it?

        • How to show Assemblies AND component items in a report

          Hi Is there any way in Analytics to create a report that shows the Composite Item AND the Component Items with mapped quantity? It seems that the component item is not exposed in any table that I can find. Also, the same question but for Stock on Hand.....this

        • Mandatory Messages for Specific Members in Zoho Cliq Channels

          Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement to Zoho Cliq that would allow marking certain messages in a channel as mandatory for specific members — with built-in tracking and reminders. 🎯 Use Case:

        • Admin Access to Message Read Statistics in Zoho Cliq

          Hello Zoho Cliq Team, We hope you're doing well. We would like to request a feature enhancement that would allow admins or channel owners to view read/unread statistics for messages, even if they were not the original sender. 🎯 Use Case: Currently, in

        • Online Member Visibility in Channels (Similar to WhatsApp Group Presence)

          Hello Zoho Cliq Team, We hope you're doing well. We’d like to request an enhancement to Zoho Cliq’s channel experience by introducing online presence indicators for channel members — similar to how WhatsApp shows how many people in a group are currently

        • Show ticket field in Zoho Desk only if that same field is not empty (API‑created records)

          Zoho Team , We have a ticket workflow where every ticket is created via API based on dynamic logic from an external form. That form has complex logic and already decides what’s relevant to ask, and the API only populates fields in Zoho Desk based on that

        • Multiple Products on Ticket

          Good morning. We will classify all tickets based on the product. Users sometimes send different requests on the same ticket, so we are facing some challenges. Is there a way to add more than one product to the ticket, or is there a way to tie the product

        • Não recebo Email de confirmação e validação de cadastro do PagSeguro

          Olá, utilizei uma das minhas contas de email Zoho para criar um cadastro no PagSeguro, contigo o email com o link de confirmação da conta não chega no meu email Zoho (nem.ma caixa de spam, nem na lixeira, e nem em outras pastas). Outros emails do PagSeguro

        • Does Thrive work with Zoho Billing (Subscriptions)?

          I would like to use Thrive with Zoho Billing Subscriptions but don't see a way to do so. Can someone point me in the right direction? Thank you

        • accounts payable and receivable subaccounts

          How to create accounts payable and receivable subaccounts? Being that I have several clients and in my balance sheet have to specify the accounts of each client and not only appear "accounts receivable or accounts payable" ??

        • DUPLICATING WORKFLOWS IN CREATOR

          Hi all, I want to duplicate and slightly amend 3 workflows in Creator so that I don't have to keep typing in all the rules and properties each time. I can see lots of videos on CRM with the 3 dots at the top of the workflow, but nothing like that in Creator.

        • Add SKU to query options in `items` API endpoint

          It would be very useful to be able to pull items by SKU in the API as this is a commonly used unique ID that tends to be consistent across systems.

        • Estimates and invoices being sent from company-wide address, rather than individual

          In our organization, team members send estimates and invoices through Zoho Books by using the "Send Email" function. However, for certain users, the system defaults to sending estimates and invoices from a shared organizational email address (e.g., company@example.com)

        • Need profit margins for books in estimates & invoice

          https://help.zoho.com/portal/en/community/topic/show-my-cost-or-profit-while-creating-estimate

        • Decimal places settings for exchange rates

          Hello, We are facing issues while matching vendor payments with banking feeds. As we often import products/services exchange rate comes into play. Currently, ZOHO allows only six digits for decimal places. We feel that conversions like JPY to INR require

        • Item Level Notifications

          I need to create a custom workflow based on the creation of an estimate that has a SKU/Item name that matches certain criteria. I can have it generated based on a total amount, but not at the item level. Is this possible?

        • Cannot categorize a bank deposit to an income sub-account

          When I go to categorize a bank deposit, I am not able to see any income sub-accounts. If I set up an income account without a parent, then I am able to categorize a transaction into that account, but as soon as I make it a child account, it disappears

        • ZV Extension passkey changes in v5.7.0

          Has there any changes to the how passkeys are managed in ZV - Chrome extensions v5.7.0? Namely, if the passkeys were already implemented/enforced as 2FA on a certain webpage, but ZV does not track them yet. Would that be the issue for my use case?

        • What's New in Zoho Billing - August 2025

          Hello everyone, We are excited to share the latest updates and enhancements made to Zoho Billing in August 2025 to improve your overall billing management experience. Keep reading to learn more. Notify Customers About Subscriptions via WhatsApp Business

        • How do I get my account id?

          Hello, I followed the instructions to get a list of accounts of the currently authenticated user (which is me, and I am logged in). But when I follow the below instructions I get the following error: ERROR: {"data":{"errorCode":"INVALID_TICKET","moreInfo":"Invalid ticket"},"status":{"code":400,"description":"Invalid Input"}} Instructions that I am following: GET - User account details Purpose The API retrieves the list of accounts of the currently authenticated user.  Request URL  http://mail.zoho.com/api/accounts

        • Why are tasks not showing in Zoho Calendar?

          Hi there, I updated the Zoho calendar preferences for Task records to show on the calendar together with Meetings and Calls - see attached screenshot. Despite of that, Task records still won't show on the calendar. Is there a specific reason why this

        • Zoho Payroll: Product Updates - July 2025

          Over the past month, we've focused on making Zoho Payroll more flexible, compliant, and easier to use—whether you're processing complex payouts, ensuring accurate calculations, or meeting local tax regulations. Here's what's new: One-Time Payments and

        • Discussion for “sub product”, “sub item” or “child products”

          Hello everyone, In some CRM systems, there is the ability to associate products in a hierarchical manner within a quote. For example: Product A: Gold Plan Product B: Setup Product C: Connector Product D: Silver Plan Product B: Setup Product C: Connector

        • Retrieve Accidental Deleted User

          Is there a way to undelete a user who accidentally deleted themselves?

        • Request for Support - CRM Integration Issues

          I’m reaching out to request assistance with the following items: 1. Zoho Forms Integration with Zoho CRM We are currently using Zoho Forms to send the Global Credit Application form to our customers. The intended workflow is for the form submissions to

        • Knowledge Base Module

          How to enable the knowledge base module in zoho crm account. I saw this module in one crm account but unable to find it other zoho crm account. can anyone know about this?

        • Zoho sign changed Indexing of signing_order

          Because I missed this Announcement (is there even one?): when you work with the indexes of actions > signing_order. Previous those started with 0 now starts with 1. Changed somewhere between 15.07 and 23.07

        • How to Invoice Based on Timesheet Hours Logged on a Zoho FSM Work Order

          Hi everyone, We’re working on optimizing our invoicing process in Zoho FSM, and we’ve run into a bit of a roadblock. Here’s our goal: We want to invoice based on the actual number of hours logged by our technicians on a job, specifically using the timesheets

        • Zoho CRM Community Digest - June 2025 | Part 2

          Welcome back to the Zoho CRM Community Digest! We’re wrapping up June with more fresh updates, smart discussions, and clever workarounds shared by the community. Product Updates: Struggling to keep track of scattered customer interactions? Zoho CRM's

        • Next Page