Top Tools: Zoho Desk

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.

Tickets may be created via email or the customer portal, both of which can be customised by adding additional support addresses, configuring outgoing email, and the knowledge base or community features (forums and gamification).

 

Zoho Desk also offers customisation for the agent interface. Top-menu modules can be rearranged or removed and various components can be renamed to align with your individual business.
Tickets can be created through the customer service portal, email, or Social Media (Facebook / Twitter). 
 
Zoho Desk’s ticket management UI provides simple ticket aggregation through any social media channel or directly through your company’s portal. Managers can easily drill down to incident details or view tickets by agent, issue, keyword, or customer. 
 
Zoho Desk lets you sort open tickets based on when they were created, overdue, due soon, and so on. 
 
Organisations that have Zoho CRM integrated will automatically pull in customer relationship management (CRM) contact information.
 

 

The Zoho Desk workflow module uses events and criteria to specify when actions such as alerts or tasks should be performed.

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.

 

Pricing

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.

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