Getting Started with Zoho Support

Getting Started with Zoho Support

So you have just created your Zoho Support account. Now, let's go over and customize what you see when you first login into Zoho Support. 

Getting Started Widget

During your first log in, you will come across the Getting Started screen. This will give you a heads-up on the basic configurations, before even you provide support to your customers.
 


As an administrator, you can quickly configure a couple of settings that are required to start working with your helpdesk. So go ahead and complete the actions listed below:
  1. Rebrand - Upload your organization's logo to be displayed in your support interface and in the customer portal. You can also provide the logo's link-back URL, to which your customers would be re-directed when they click on it in the customer portal. Also, remember that your logo must be amongst the following format: .jpeg, .jpg, .png or .gif and shouldn't exceed 20KB. You may continue re-branding your helpdesk at Setup > Organization > Rebranding.  
  2. Support Email - Zoho Support will create a default support mail box when you sign-up. It should read like 'support@<companyname>.zohosupport.com' and it cannot be modified. The support mail box will also be provided with a friendly name which can be edited from within the widget. You can start receiving your support tickets at the default email address which in-turn, will be added as tickets in Zoho Support. You may configure your email setting at Setup > Channels > Email.
  3. Invite Agents - You can invite your other customer support agents who will be answering tickets in Zoho Support. To invite agents, you must provide the agents' email addresses as comma-separated and click Invite. The agents will receive an email invite to join your helpdesk. You may invite your other agents at Setup > Organization > Users > Add Agent.
  4. Twitter - You can add your Twitter account to monitor and respond to your tweets from within your helpdesk. Click Add from within the widget and enter your Twitter account credentials. This will authorize Zoho Support to connect to your Twitter account. You may continue to configure your Twitter account at Setup > Channels > Social > Twitter.
  5. Facebook - Similar to Twitter, you can monitor your Facebook page and respond to Page posts from within your helpdesk. Click Add from within the widget and enter your Facebook account credentials. This will authorize Zoho Support to connect to your Facebook account. You may continue to configure your Facebook account at Setup > Channels > Social > Facebbok.
  6. Live Chat Support - The Live Chat support adds up as a channel of communication with your customers, wherein you could interact with them in real time. You can specify the welcome message and the chat waiting time, before you begin live chat support for your helpdesk. You can enable Live Chat at Setup > Channels > Chat.

*You can always click ' Skip to home ', to  ignore the 'Getting Started' widget. This will directly take you to the Zoho Support home page.


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