Zoho Desk is a cloud-based help desk solution from Zoho Corporation.
Key features include customer support tickets management, a customer support portal, contract management and report creation.
Billed by Zoho as ‘the industry’s first context-aware help desk software that helps businesses focus on the customer.‘
Zoho Desk collates interactions from email, phone, chat, social media, a self-service portal, forums and forms and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analysing customer satisfaction.
Blueprint is a flowchart-based workflow that can restrict status changes on tickets or incorporate other actions, through which you can monitor individual states to support SLAs and escalations, giving you a tool to monitor SLA compliance.
There are a range of plans with various feature packs ranging from Free to £28 per user/per month and all come with a 15 day Trial
We are big fans of Zoho products here at EASTWEST and use them extensively across our business. Like most Zoho Products it packs a great set of features for a reasonable fee and, of course is well integrated into the rest of the Zoho Suite.
If you like this post and want some more tools to help you streamline your business check out our Top 100. Zoho Desk is featured as one of our Top 100 Tools for PR and is included in our Technology Applications Directory – TAD|pr. You can download your copy of the directory here.