Instead of using your Zoho Desk as simply a system to answer support tickets, integrate it with other applications to add more value and make the information less fragmented. Let’s explore the various integration options that are designed to make life easier for you and your agents.
The Zoho CRM integration gives your sales and support teams a holistic view of your customers by maintaining a shared customer database which is always in sync. Your agents can view Zoho CRM details associated with the customer - such as potentials, notes, and activities on the same window as that of the support ticket.
If your organization already uses JIRA, an issue-tracking software, you might consider linking it with your Zoho Desk. When integrated, your agents can submit and track JIRA issues from inside support tickets. It means that support tickets–as well as their issue information, are available on demand while your agents interact with a customer.
The Slack extension for Zoho Desk centralizes your team communications by bringing all your ticket information into one place. Keep your agents informed every time a ticket is opened or closed, a happiness rating is received, or status is modified. Also, agents can use slash commands, to retrieve vital ticket information, without having to shuffle between multiple tabs, right within their Slack channels.
You need the right intelligence out of your help desk data to steer your team in the right direction. Connect your help desk with Zoho Reports, a cloud-based, BI platform to get those analytics and insights for effective decision-making. With Zoho Reports, you can gain insights into agents' performance, ticket traffic, response and resolutions times, happiness ratings, and much more.
Integrate with the Zoho Finance Suite to view key account information of customers right inside their tickets. Your agents can view, create and manage - estimates, invoices, and other accounting information. This contextual information helps agents to maximize the productivity of their interactions and keep their focus on creating positive customer experiences.
The Zoho Cliq app for Zoho Desk helps your whole team work more efficiently and with more visibility right inside a chat window. Agents can search tickets, receive due-time reminders, get notified about status updates and comments, view a daily digest of the due/open tickets, and much more.
Initiate a quick and reliable remote support session from within your Zoho Desk ticket. The remote support sessions help you increase customer satisfaction and strengthen loyalty due to fast, appropriate and accurate solutions.
If you are using G Suite for your business, make it even better, by combining it with Zoho Desk. You can import your business contacts and users from G Suite to Zoho Desk right away.
Close your customer loop from support to engineering with the Zoho BugTracker app for Zoho Desk. Your agents can submit and track the real-time status of bugs and collaborate with your engineers—all from within Zoho Desk.
Open a text-based communication channel with customers and agents to increase customer satisfaction and improve agent productivity. The SMS add-on can be used to send out notifications about key events related to tickets and activities.