Zoho Desk

Portal Customization

• Customize your portal to mimic the look and feel of your website using HTML and CSS.

Domain Mapping

• Make your Help Center an extension of your brand by mapping it to your own domain.

Secure Access

• Decide who can access your Help Center by allowing public access or by requiring visitors to set up accounts.

Integration with Google Analytics

• Observe your customers' self-service behaviour and engagement levels.

Talk to Zia.

• Customers can speak or chat with Zia from your website or mobile apps. Zia processes their questions and automatically answers them based on content in your knowledge base. Using a skill builder, Zia can also be trained to perform actions for customers like placing or editing an order.

Zia reads between the lines.

• Zia can identify the sentiment behind every ticket that comes in. This adds to the context of the ticket, so agents can prioritize and send the best possible response. She even tags what issues might have caused a negative sentiment, so you know what to fix.

Zia plays tag.

• Zia processes incoming tickets and assigns them appropriate tags. Tags help your agents identify tickets that match their skill sets, and draw on past tickets for reference. When Zia is unsure of what tags to assign a ticket, she asks you. And that's how she learns, so she can help you better the next time.

Nothing escapes Zia.

• Zia analyses and identifies anomalies in your team's performance 24*7. When there's a sudden surge in incoming tickets, Zia warns you so you can get more hands on deck. Multiple irritated responses on a ticket? You'll hear from Zia. She even identifies issues that get the most tickets, and helps you improve the strength of your Knowledge Base.

Repository of articles

• Not every issue needs an agent's presence to be answered. By creating a repository of articles and FAQs in the knowledge management system, customers can find their own answers without waiting for an agent.

Forums and Communities

• Enable your customers to engage in discussions with each other and with your company. With Communities and forums, customers can ask and answer questions and share ideas on a common platform.

Submit tickets

• When customers require a more elaborate solution, they can submit their tickets from the Help Center, and keep an eye on the ticket status from the same interface.

Focus on what's most important.

• Ticket management just got a lot easier with Zoho Desk. With the work modes, Ticket Peek, Advanced Response Editor, and Collision Detection, you can simply log in, focus, and deliver.

Send out perfect responses.

• Tailor your responses to suit the situation with the Advanced Response Editor. You can respond much faster using Snippets, intuitive keyboard shortcuts. If you need advice from external partners and consultants, you can simply mark the entire thread as 'Private' and forward the conversation to them for context.

Increase team productivity.

• Zoho Desk is armed with features to increase your team's efficiency in ticket resolution: Agent Collision Detection makes sure that no two agents are ever working on the same ticket at the same time. Ticket tags help your teams save time by organizing them into different categories for future reference.

Receive. Respond. Track.

• Monitor the amount of time your agents spend on customer tickets and tasks. The time added to tickets can be exported to create invoices and bill customers. You can even get detailed insights from the built-in time tracking dashboard.

Convert every lead.

• Bridge the gap between your sales and support teams with the Zoho CRM integration. Your sales teams can respond to tickets from inside Zoho CRM, and your support team can view tickets from leads inside Zoho Desk. Inside a ticket, you can even see details like deal valuation and the product evaluated.

Leave no ticket unassigned.

• Round Robin is the simplest form of automatic ticket assignment. It distributes tickets evenly to all your agents based on the limit that you set. With minimal intervention, Round Robin ensures that no ticket goes unassigned.

Decide who handles what, automatically.

• You can also ensure that specific kinds of tickets are handled by specific agents on your team. For instance, you can set up a rule to assign tickets from channels like social media only to the social media experts, so that customers get the best solutions in the shortest possible time.

Keep your promises, automatically.

• Zoho Desk is armed with intelligent automations and SLA rules to help you run your help desk more efficiently.

Manage tickets proactively.

• Managers and supervisors can create a custom view to see a list of all SLA-Violated tickets.They can then step in and manage these tickets either directly or by assigning them to another team member to ensure timely resolution.

Drop tickets where they belong

• By structuring a ticketing system process workflow, you can manage the tickets as they come in. Zoho Desk's help desk workflow is widely customizable. You can configure ticketing system workflow rules for assigning a ticket to a particular agent or department based on certain properties or keywords. When a ticket meets the set criteria, it triggers alerts to notify the stakeholders, and the specified tasks are carried out.

Custom-fit to your needs.

• Good customer service comes with having the right information to solve the problem, but every department needs a different set of data from the customer. With Layouts, you can customize your web forms to have fields that matter for each department.

Streamline the customer support process.

• While custom fields help you create fields that suit your business, Layouts help you tweak the values without creating multiple fields for each department. For instance, while 'Feature Request' as a ticket status makes sense for Technical Support, it won't be useful for the Returns Department.

Spot and manage bottlenecks in processes

• The Blueprint dashboard helps decision-makers see how many tickets are in each stage of a blueprint, how many tickets have gone past their SLA, which states violate SLA the most, and other related metrics. This helps catch bottlenecks and make refinements to the process to address them.

Easy assembly

• Every process is important, so it shouldn't be hard to design or to follow. Zoho Desk's drag-and-drop Blueprint Builder lets you assemble sequences of actions visually. When triggered, every step of the Blueprint is followed, just the way you intended.

Bespoke processes

• Every business has unique ways of getting things done. That's why Blueprint lets you customize every detail of every process you design, down to the last action. Be it a specific condition that needs to be met, or a custom notification sent out, Blueprint lets you do it all.

Down to the last brush stroke

• You can infuse your customer service efforts with all the traits of a well-oiled machine. But it all comes together only when the surface is as polished. For this, Zoho Desk lets you personalize every little detail of your help desk, so you can put your best foot forward. Learn more

Native Integrations

• Zoho Desk comes natively integrated with Zoho CRM and Zoho BugTracker. With Zoho CRM, your sales and support teams can work in perfect sync. With Zoho BugTracker, engineering teams can get feedback from customers. These are just two of many integrations that can be set up in minutes, without any IT help.