How to Improve the Customer Service with Zoho

How to Improve the Customer Service with Zoho

Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is important that all customer calls are taken care of in a linear and controlled manner. Doing the same without using the correct tool can prove to be difficult.

In the beginning, you will require a place to store and manage all the conversations because if the valued customer returns following up on the previous calls, or asks more questions then you must be aware. With time, you will be able to form a relationship with your customers and you will also need to maintain the context of all your interactions with them. Additionally, there will be a need to do the same overall types of channels so that your customers can reach out effectively.

That being said, all of this is just a glimpse of what exactly can be done by customer service software. In this blog, we will have a detailed look at the steps in which you can overshine your customer service with Zoho Desk.

Before we take a look at how Zoho Desk support helps us in detail, let us first begin by understanding what Zoho Desk is in complete detail.

What is Zoho Desk?

Zoho Desk is actually customer service software that is created to assist businesses to provide exceptional support to their valued customers. It is embedded with various tools and functionalities that offer a wide range of helpful analytics while enhancing business productivity.

Zoho Desk support helps numerous industries. For instance; all manufacturing and distributing organizations might encounter a problem with their returns because of defective products, sudden shipments, and the like. With the help of Zoho Desk, these clients can be helped by getting a simple way to submit requests. Additionally, the Zoho can also be embedded into the Zoho Finance applications or the Zoho ERP software applications, which provides a better custom solution.

Working of Zoho Desk:

The working of the Zoho Desk is rather simple and hassle-free to get a grip on. At the time when a customer encounters a problem that they would like to solve at the earliest, they are more than likely to call or send an email to the company. Although this can sound and seem obvious, it can actually turn into a problem if the volume of customer service calls rises too high.

As support in this situation, Zoho Desk comes in and routes the different support requests directly to a specific department or to a support agent. With the help of the Zoho Desk, the clients can be encouraged to reach a committed assistance phone address. This further helps in supporting the administrator in the sense that it offers an ability to route and oversee any prompts as and when they reach.

The benefit of Zoho Desk For Customer Service:

Zoho Desk is actually integrated with social support that allows the customers to ask questions, pass requests, and call for assistance through well-known networks on social media platforms such as Twitter, Facebook, etc. It is well acknowledged that the quality of customer support should be at a Peak in all cases and so, the software assists the business managers in making sure that complete support is offered through all networks.

With the expert support of analytics and reporting tools, the company managers and operators can figure out the concern and problems linked to the productivity and performance of the staff. All the insights so acquired from the software are used for enhancing the performance while handling the customer support tasks.

Managing Customer Service with Zoho Desk

1. Automatic Ticket Notifications: Organizations can set up the Zoho Desk in a way that when a customer sends an email to a specific email address, it will be organically captured in the form of a Zoho Desk. After this gets set up, almost any email that goes to that specific address will notify all users in an organization just so that prompt action can be taken.

In addition, one can also get an automatic notification in case a customer replies or goes ahead to re-open the ticket. All users are always notified as to when these messages occur so that when the track is lost, you can actively avoid the phone and email.

2. Tracking Agent Availability: In case you are aware of customer service, you would know that the Service Level Agreements or the SLAs are an important concept. One can set the particular turn-around time that is needed for replying to the support tickets either for following up or closing.

If the Service Level Agreement is not met then you will be notified immediately and the ticket will have a red highlight. The agents can also set their availability in the top right corner of the Zoho Desk.

In this way, you can know that an agent is available at the desk for taking care of the support tickets. There is another feature called agent collision in the ticketing interface that enables two or more agents to open and see the tickets at the same time.

3. Direct Reply to Customers: With Zoho Desk, the organization representative can directly reply to the customers and view their email chain accordingly. In this way, there is no need to give your support staff access to the support email inbox directly.

The support staff can reply to all customers’ right from the support email ID provided and linked with Zoho Desk. In addition, there is also a comment private feature that helps in communicating with the staff internally about a specific ticket. All these comments can be effectively seen by the customers.

4. Creating Custom Reports: One can find a summary of all tickets along with detailed reports on the metrics that explain the tickets. The reports can be viewed in the summary in a tabular form or a matrix. There will be a need to either configure or customize the report before one can view it.

You can select a module and then a different column from the module that you would wish to see in the report. You can also group your columns just as you wish while choosing a method to display a mathematical sum or an average.

For example: in case you wish to see how many tickets were closed by an agent, all that is needed to do is to select the name, email, and the status of the agent so that you can get a sum of all numbers. These are different kinds of customizations that can be achieved but all reports plainly zero in on the report types, criteria, and column for the report.

5. Creating Modules: Zoho Desk enables the creation of distinct customer service modules. For instance: you might have different individuals who send a support ticket or who were your customers in a project. These individuals are often placed in the Contact modules.

These contacts might be affiliated with a company that is billed. Therefore, contacts will be eventually associated with accounts that are typically a module.

To read the complete blog, please refer to the link below


Cheers!
Abhi
(Seasoned Zoho Authorized and Certified Partner)

Feel free to contact me if you have any queries
Email: abhishek(@)encaptechno(dot)com
Call: +1-416-405-8185

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    • Recent Topics

    • Is there anyone who has been experiencing issues regarding the Zoho Creator Certification Website in the past 2 weeks?

      Dear all , I just wanted to ask is there anyone who was planning on taking the Zoho Creator Developer Certification Test in the past 2 weeks and have been facing errors stating that the website is under maintennance and also not allowed to access the

    • Directly Edit, Filter, and Sort Subforms on the Details Page

      Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

    • GST Slabs Redefined: Stay Compliant Using Zoho Books!

      Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

    • Allow syncing Activities from other applications

      Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

    • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

      Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

    • Global Sets for Multi-Select pick lists

      When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

    • Introducing Profile Summary: Faster Candidate Insights with Zia

      We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

    • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

      Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

    • Ask the Experts #1

      Hello everyone! It’s time to transform how you manage projects. Define the processes. Automate the tasks. Streamline the workflows. Let us dive into automation in Zoho Projects — from configuring workflows and custom functions to building triggers, using

    • How to overcome Zoho Deluge's time limit?

      I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entries

    • Zoho Sheet - Printing - Page Breaks and Printing Customization

      I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

    • Checking if Creator has Change History

      Like zForms - whenever an entry was updated there's an option to attached change history to email notif. Trigger -> Successful form submission

    • Unable to create embed code for resource of workdrive using API

      Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

    • how to use validation rules in subform

      Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")

    • Adding contact role to a specific deal js sdk malfunctioning

      i was trying to add the contact role to a specific deal contact but repeatedly i am getting this error: { "code": "SUCCESS", "details": { "statusMessage": { "code": "INVALID_DATA", "details": { "expected_data_type": "jsonobject" }, "message": "body",

    • Q3 Updates from Bigin!

      Hey Biginners, Hope you’re doing great! As we approach the end of 2025, we truly hope Bigin has been a part of helping you build your dream business this year! We've been busy working behind the scenes to bring you features that make running your business

    • New Series Announcement - Ecommerce Marketing Tips

      Running an online business is more than just having a website. It’s about getting the right customers to discover you, trust you, and keep coming back. To support your growth journey, we’re launching a weekly Marketing Tips series right here on Zoho Commerce

    • Client Script | Update - Introducing Subform Events and Actions

      Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduce

    • {"errors":[{"id":"500","title":"Servlet execution threw an exception"}]}

      Here's the call to move a file to trash. The resource_id is accurate and the file is present. header = Map(); header.put("Accept","application/vnd.api+json"); data = Map(); data_param1 = Map(); att_param1 = Map(); att_param1.put("status",51); data_param1.put("attributes",att_param1);

    • Converting Sales Order to Invoice via API; Problem with decimal places tax

      We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

    • Zoho Canvas - Custom templates for related lists

      Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that:  1) How can i make my own custom templates for related lists?  2) Where and how can i check out existing custom templates?

    • Kaizen #147 - Frequently Asked Questions on Zoho CRM Widgets

      Heya! It's Kaizen time again, folks! This week, we aim to address common queries about Zoho CRM Widgets through frequently asked questions from our developer forum. Take a quick glance at these FAQs and learn from your peers' inquiries. 1. Where can I

    • open word file in zoho writer desktop version

      "How can I open a Microsoft Word (.doc or .docx) file in Zoho Writer if I only have the file saved on my computer and Zoho Writer doesn't appear as an option when I try 'Open with'? Is there a way to directly open the .doc file in Zoho Writer?"

    • How to invite friends on other social media platforms to one of my group chats in arattai?

      Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

    • Zoho PDF editor has a lot of issues.

      Zoho PDF editor needs a lot of work. It hangs and glitches a lot. Deletes annotations and clearings randomly.

    • stock

      bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problem

    • Zoho sheet desktop version

      Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.

    • ZOHO SHEETS

      Where can I access desktop version of zoho sheets? It is important to do basic work If it is available, please guide me to the same

    • Zoho Books - France

      L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité

    • Using Zoho Flow to create sales orders from won deal in Zoho CRM

      Hi there, We are using Zoho Flow to create sales orders automatically when a deal is won in Zoho CRM. However, the sales order requires "Product Details" to be passed in "jsonobject", and is resulting in this error: Zoho CRM says "Invalid input for invalid

    • Is Zoho Sheet available for Linux ?

      Is Zoho Sheet available for Linux ?

    • Bharat

      a

    • how to disable staff selection Zoho Booking integrated to SalesIQ?

      currently there is only one Consultant in my Zoho Bookings like this I integrate Zoho Bookings into Zoho SalesIQ to create a chatbot. Unfortunately, even though I only have one consultant for a consultation, the user have to pick the consultant. It will

    • Zoho Bookings No Sync with Outlook

      Zoho Bookings appointments are showing on my Outlook Calendar but Outlook events are not showing on Zoho Bookings. How do I fix this?

    • End Date in Zoho Bookings

      When I give my appointments a 30 minutes time I would expect the software not to even show the End Time.  But it actually makes the user pick an End Time.  Did I just miss a setting?  

    • Custom confirmation message

      How can I change the message that users see after they submit the booking form? I have to confirm some details before their appointment is officially "confirmed", so I want to change it where it doesn't say their appointment is "confirmed" but rather

    • Issue showing too many consultations in my workspace link.

      Hi Team, I’ve set up two Workspaces to track meetings from different sources. So far, this has been working well, and the two Workspaces are differentiated without any issues. However, when I navigate to Consultations and share the link to my personal

    • Deluge sendmail in Zoho Desk schedule can't send email from a verified email address

      I am trying to add a scheduled action with ZDesk using a Deluge function that sends a weekly email to specific ticket client contacts I've already verified the email address for use in ZDesk, but sendmail won't allow it in its "from:" clause. I've attached

    • Zoho Learn & Zoho Connect

      Hi, Is there a way to sync the knowledge base we have in Zoho Learn with the manuals section is Zoho Connect? Thanks,

    • Addin Support in Zoho Sheet

      Is there any addin support available in zoho sheet as like google marketplace to enhance productivity by connecting with other apps, providing AI data analysis, streamlining business processes, and more?

    • Next Page