Introduction
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Standard Help Desk Modules and Fields
By default, Zoho Desk provides some standard fields in each of the help desk modules. These standard fields can be displayed or hidden as per the organization's requirement. The mandatory fields cannot be edited or deleted. Some of these fields are ...
What are Ticket Tabs?
Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take a look at ...
Why Zoho Desk?
On-demand & Web-Based Zoho Desk, an on-demand, web-based help desk software allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it's all on the cloud, lesser the cost of installation and ...
What is Help Desk Software?
Help Desk is a conversational name given to the function in a company that solves customers' grievances. Customers contact the help desk when they have a question or a problem. An employee from the company then addresses the question to the ...
What is Zoho Desk?
Help Desk Management Software For Your Business Zoho Desk is web-based help desk software that gives you the ability to efficiently manage your customer support activities. With our help desk software it becomes easier to assign, track, and set up ...
What is a ticket and where does it originate from?
Tickets are the support requests submitted by your end-users [customers], when they seek you out to find a solutions for their issues. It could be a problem, a feature request, a question or simply to say 'thanks'. It will contain your customer's ...
How do I create a test ticket by myself?
If you've signed up for a free trial of Zoho Desk, you are ready to create your first test ticket. Before that did you notice that Larry, our Customer Success Manager had sent you a welcome email that was added as a ticket? Here is an excerpt of it - ...
How to manually log a ticket in Zoho Desk?
Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket (not for cloud telephony services, which creates a ticket when you pick the call) to ...
How can I respond to tickets?
Now that you've received a new open ticket, you must draft and send a reply to it. You should have noticed that the first conversation in the ticket is that of the requestor. Just above the conversation is the Reply All link which can be used when ...
What are the default ticket fields?
Most often a ticket will contain the requestor's name, email, subject and a description of the request. Apart from these, there are also a bunch of standard fields which your customers can choose to fill when they submit a ticket. For example, they ...