Tip #1: Learn to pick the right channels

Tip #1: Learn to pick the right channels



Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing.

Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. 

When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 
 
A telephone conversation helps those customers who don't have an active internet connection reach out to you, and guarantees an immediate response. Phonecalls are also suitable when you need to pacify an irked or angry customer, because it allows for aspects of communication that don't come across through text, like voice and tone. However, if your support staff is not well-trained for phone conversations, or if there is a language barrier, telephone calls are bound to do more harm than good.

Unless you want your customers to broadcast any issues they face to the whole online world, social media channels are best avoided. When you successfully solve an issue, or decide to compliment your customer, though, social media channels are the way to go. If you already have a social media channel, it's best to address the complaints privately on social media rather than diverting them to another channel like chat, phone or email. 

When the customer is new to the product, or if they feel that their issue is too small to raise a ticket over, they can just view your knowledge base and try to help themselves. The FAQs or solutions published there can help reduce your ticket traffic, too.

Know your customers, understand their needs, and enable the right communication channels to create happy customer experiences!

For more information on support channels, check this link: 


    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 
    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 
    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here
    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    Nederlandse Hulpbronnen


      • Recent Topics

      • How can i download and secure all my mails from the archive folders?

        Hi, i would like to download all my mails from my archive folders and secure it on my external HDD. Is this possible? Thx. amir
      • How to open filtered report in popup using Zoho Creator Deluge?

        First report: There is so many records in Report, If I click one record, pop up is occur. Second report (Pop up): there is also so many record data, and this pop up is also Report, not Form. First report: It has got "Sales Order" field. when I click any
      • Can you default reports/charts to report the current week?

        Our data table maintains two years of data. Management wants certain report to automatically filter the report to the latest calendar week. I know I can do this manually with filters but I want the report to automatically default to the latest calendar
      • Rendering PDF to view on page

        My company upload lots of PDF files onto Zoho. But every time we open it, it downloads the file instead of viewing it on the web page. Does Zoho allow uploaded PDF files to be rendered to view on web page yet? I've been trying to use <embed> or <object> but it cannot be loaded.  (similar thread: https://help.zoho.com/portal/community/topic/how-to-open-a-pdf-file-of-a-view-in-preview-mode)
      • Overlapping Reports in Dashboards

        It's rare, but occasionally it would be a good feature if I were able to overlap reports, either fully or partially in the Dashboards. Also, then having the ability to move objects to the front or rear, or make them transparent/translucent would be good
      • Feature request - pin or flag note

        Hi, It would be great if you could either pin or flag one or more notes so that they remain visible when there are a bunch of notes and some get hidden in the list. Sometimes you are looking for a particular name that gets lost in a bunch of less important
      • Admin guide: Handling Mailbox Settings for better user management

        Managing day-to-day email scenarios, such as supporting users with multiple email addresses, ensuring uninterrupted email access during employee absences, enabling secure mailbox sharing, and enforcing organizational security and compliance, can be challenging
      • Cisco Webex Calling Intergration

        Hi Guys, Our organisation is looking at a move from Salesforce to Zoho. We have found there is no support for Cisco Webex Calling however? Is there a way to enable this or are there any apps which can provide this? Thanks!
      • Designing a practical Zoho setup for a small business: lessons from a real implementation

        I recently finished setting up a Zoho-based operating system for a small but growing consumer beauty business (GlowAtHomeBeauty), and I wanted to share a practical takeaway for other founders and implementers. The business wasn’t failing because of lack
      • DKIM (Marketing emails) UNVERIFIED (Zoho One)

        I'm having a problem with Zoho One verifying my Marketing Email DKIM Record for MYFINISHERPHOTOS.COM. I have removed and re-entered the ownership, DKIM (Transactional emails), SPF and Marketing DKIM and all of them come back verified except the DKIM (Marketing
      • Zoho Recruit Community Meet-up - India

        Namaste, India. 🙏🏼 The Zoho Recruit team is hitting the road—and we 're absolutely excited behind the scenes. Join us for the Zoho Recruit India Meet-up 2026, a morning designed to make your recruiting life easier (and a lot more effective). Date City
      • Generate a Zoho Sign link

        From time to time I get a response "I never received your you e-document for electronic signature" is there a way to generate a Zoho Sign link to share.
      • Is it possible to create a word cloud chart in ZoHo Analystics?

        Hi there, I have a volume of transaction text that I would like to analyse using word cloud (or other approcah to detect and present word frequency in a dataset). For example, I have 50,000 records describing menu items in restaurants. I want to be able
      • How to Fix the Corrupted Outlook 2019 .pst file on Windows safely?

        There are multiple reasons to get corrupted PST files (due to a power failure, system crash, or forced shutdown) and several other reasons. If You are using this ScanePST.EXE Microsoft inbuilt recovery tool, it only supports the minor corruption issue
      • [Webinar] A recap of Zoho Writer in 2025

        Hi Zoho Writer users, We're excited to announce Zoho Writer's webinar for January 2026: A recap of Zoho Writer in 2025. This webinar will provide a recap of the features and enhancements we added in 2025 to enhance your productivity. Choose your preferred
      • How to drag row(s) or column(s)?

        Hi. Selecting a row or column and then dragging it to a new position does not seem to work. Am i missing something or this is just not possible in Zoho Sheet? Cheers, Jay
      • Building Toppings #5 - Creating and configuring custom service connections in Bigin Toppings

        Hello Biginners, Integrating Bigin with external applications extends its capabilities and enables customized functionalities. In our last post, we saw how to create a default service connection. Today, we'll see how to create a custom service connection
      • Optimising CRM-Projects workflows to manage requests, using Forms as an intermediary

        Is it possible to create a workflow between three apps with traceability between them all? We send information from Zoho CRM Deals over to Zoho Projects for project management and execution. We have used a lookup of sorts to create tasks in the past,
      • Marketing Tip #15: Rank better with keyword-rich URLs for product pages

        Your product page URL is a small detail that can make a surprisingly big difference. Clean, readable URLs help in two ways: They’re easier for customers to trust and remember (no one likes clicking a link that looks messy or random). They help search
      • Conditional fields when converting a Lead and creating a Deal

        Hi, On my Deal page I have a field which has a rule against it. Depending on the value entered, depends on which further fields are displayed. When I convert a Lead and select for a Deal to be created as well, all fields are shown, regardless of the value
      • ATE Session on Payment Gateways: Our experts are live now. Post your questions now!

        Hello everyone, Our experts are all excited to answer all your questions related to payment workflows. Please feel free to join this session and learn more about this topic. If you have a query at anytime, please post them here.
      • Upload data deleted all Zoho form data that we manage

        Good morning. Let me introduce myself, I'm Iky from Indonesia. I'm experiencing an error or problem using Zoho Forms. I manage Zoho Forms, but I previously encountered an error when I misclicked the delete button in the upload format. It apparently deleted
      • ZOHO FORMにURL表示ができない

        初心者です。 ZOHO FORM で宿泊者名簿を作っています。 ゲストが、URLをクリックするとStripeで支払いができるようにURLを表示をしたいのですが、 上手くできません。 やり方が分かる方、ぜひ教えてください。
      • Custom module - change from autonumber to name

        I fear I know the answer to this already, but thought I'd ask the question. I created a custom module and instead of having a name as being the primary field, I changed it to an auto-number. I didn't realise that all searches would only show this reference.
      • No Automatic Spacing on the Notebook App?

        When I'm adding to notes on the app, I have to add spaces between words myself, rather than it automatically doing it. All my other apps add spacing, so it must be something with Zoho. Is there a setting I need to change, or something else I can do so
      • Holidays - Cannot Enter Two Holidays on Same Day

        I have a fairly common setup, where part-time employees receive 1/2 day's pay on a holiday and full-time employees receive a full day's pay. Historically, I've been able to accommodate this by entering two separate holidays, one that covers full-time
      • Zoho Bookings and Survey Integration through Flow

        I am trying to set up flows where once an appointment is marked as completed in Zoho Bookings, the applicable survey form would be sent to the customer. Problem is, I cannot customise flows wherein if Consultation A is completed, Survey Form A would be
      • Campaigns set up and execution assistance

        Hello Community, Can someone recommend a professional who can assist with the completion of my set up and deployment of Campaigns? Looking for a person or company that is not going to ask for big dollars up-front without a guarantee of performance to
      • Zobot with Plugs

        Hello, I am having a problem with Zobot using Plugs. Here is my current flow: When I run the flow, I should immediately see the messages from the initial cards (Send Message cards), then after running the plug, and finally, see the messages after the
      • Kaizen #223 - File Manager in CRM Widget Using ZRC Methods

        Hello, CRM Wizards! Here is what we are improving this week with Kaizen. we will explore the new ZRC (Zoho Request Client) introduced in Widget SDK v1.5, and learn how to use it to build a Related List Widget that integrates with Zoho WorkDrive. It helps
      • Remove Powered by Zoho at the footer

        Hi, I've read two past tickets regarding this but it seems that the instructions given are outdated. I assume the layout keeps on changing, which makes it frustrating for me to search high and low. Please let me know how exactly do I do this now? Th
      • Error AS101 when adding new email alias

        Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.
      • No Need To Fix Something That Is Working

        Zoho Books is a great financial tool which helps businesses to become more efficient and productive with day-to-day operations. As such, every change, upgrade, improvement needs to be carefully thought before implemented in the software and I'm sure Zoho
      • Using email "importance" as workflow-criteria

        I'd like to set up a workflow that triggers if an incoming email has been flagged as "high importance" but I'm not seeing any way to do that. Hopefully I'm just missing something obvious...?
      • This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

        I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the
      • What is Resolution Time in Business Hours

        HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance
      • Check & Unchecked Task Segregation in Export

        It must have a feature to represent checked and unchecked tasks as [ ] and [✅] respectively when exporting it to Arratai or WhatsApp ; as Keep Notes by Google contains…
      • WorkDrive Download Issue

        My client has been sending me files via WorkDrive, which generally has worked fine. Recently files won't download at all. If you try and individually select and download a file, a popup will appear in the bottom right saying it's preparing and then it
      • Resolution Time Report

        From data to decisions: A deep dive into ticketing system reports What are time-based reports? Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring,
      • Support Custom Background in Zoho Cliq Video Calls and Meetings

        Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement to the video background capabilities in Zoho Cliq, specifically the ability to upload and use custom backgrounds. Current Limitation At present, Zoho Cliq allows
      • Next Page