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How can I upgrade my account by adding more support reps?
To add Support Agents, please go to Subscriptions on the top right hand corner after logging into Zoho Support. Click Manage under your current edition and edit the Total Number of Agents field in the following page. For Example, when you have 12 ...
How to export support reps along with their details?
You can export Support Reps along with their details in Zoho Support. Just click Export Support Reps button and the details entered for each support reps are exported in the .csv format.
How can I create a new role and assign it to a support rep?
You can create a new Role by following the steps mentioned below. Click Setup > Admin Settings > Roles. In the Roles page, click the New Role icon. In the New Role page, do the following operations: Role Name: Specify the name of the role. Reports ...
Can I define the level of access using data sharing settings?
Certainly. You can define the level of access to each others data using Data Sharing Settings in Zoho Support. You can create sharing rules for all the modules apart from the organizations default share settings. You can provide the following types ...
Can a support rep be associated with multiple portals?
Yes, a support rep can be associated with multiple portals. When support reps log in into Zoho Support they can find a list of portals they are associated with. They can choose between the portals to work in Zoho Support.
Can I re-invite a Customer Portal user?
Yes, you can re-invite your Customer Portal user if they have not accepted their first invite. To re-invite a user, Goto Setup>Customer Portal>Users In the Customer Portal Users page, you can find the list of portal users and their confirmation ...
What is Logo-linkback URL?
Logo-linkback URL is the page to which your customers would be re-directed when they click on your organization's logo in the customer self-service portal. For example, you can provide the homepage website URL of your organization.
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 ...
Dashboard - The Home Interface
The dashboard on your home interface is designed to provide you with live actionable insights of your helpdesk activities. There are about eight individual snippets of information that will help you in informed decision-making and for better ...
Feeds - The New Way to Collaborate
Collaboration is an important aspect in customer support. When working on a ticket, sometimes one agent isn’t going to know everything they might need to. By collaborating with others in your team, or different departments, skills can be pooled in ...
Ticket Queues
Ticket Queues are designed to provide a highly efficient, yet simple means of providing customer support. A queue is a sequence of tickets that are ordered based on their due time. To start with, Zoho Desk provides you with 3 different queues. They ...
Agent Collision Detection
Agent Collision Detection, the smart way to To help prevent more than one agent from working on a ticket at the same time, an alert appears in the ticket when you and someone else are simultaneously viewing a ticket.
Is the free starter plan in Zoho Desk ideal for us?
Zoho Desk has got you covered whether you lead a team of a ten or a thousand agents. It ensures you deliver customer happiness at any scale. We believe that small businesses must also be able to deliver world class customer service without having to ...
Why should I choose the Enterprise plan over Professional in Zoho Desk?
The Enterprise plan is designed to offer great value to any large business of varying scale and needs. This is especially the case for companies looking to reduce their support costs [vis-à-vis competing help desks], while increasing the productivity ...
Agent Profile, Name Format and Signature
Each of your agents in Zoho Desk will have a profile with some of the basic information about them. A couple of these are name, contact email, picture, bio and the likes. The individual agents or the administrator can set these up in your helpdesk. ...
Predefined and Custom Ticket List Views
List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
Ticket Views: Thread and Conversation/Nested
Zoho Desk allows you to view the details of a ticket in two different ways. You can view a ticket either as threads or as a conversation. Let us look at these detail view types in a little more detail below. Conversation View The conversation view ...
View the Original Email of a Ticket in Zoho Desk
Typically the email content that was sent by your customers will be formatted and displayed in a style that is followed across Zoho Desk. For example, the email body text will be displayed using the font called Proxima Nova. Formatting is performed ...
What are the Ticket Associates?
Ticket associates are entities that are relevant to your tickets and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about a ticket like ticket activity, pending tasks, ...
Ticket Timeline View
The Timeline view provides your agents an overview of the tickets that were received from a requestor over the recent past. It will fetch the tickets based on the contact who has sent the ticket and presents it in a chronological order. Here are ...
Assign Tickets Manually in Zoho Desk
Typically the tickets that are created in Zoho Desk will stay in the Unassigned state. The Support Manager can assign them to you or you could pick them up by yourselves. Tickets can be assigned from the List View or the Detail View. To manually ...
Searching Records in your Help Desk
The search option helps locating records like Tickets, Customers, Articles, Products and Tasks without having to go through the entire list, thus saving time in finding them. There are three kinds of search options available in Zoho Desk: Quick ...
Reporting a Bug in Zoho Desk
Bugs are for engineers and on most occasions the customer support agents will loose track of the bugs once they raise them. Zoho Desk allows you to keep a tab on the status of the bugs till their closure without leaving your helpdesk. You can raise a ...
Printing Customer Support Tickets
You can print a printer-friendly version of your customer support tickets in Zoho Desk. The print-out will contain the basic ticket properties besides the email conversations and comments that has happened over the ticket. This will come handy when ...
Viewing Zoho CRM Information in Support Tickets
Zoho CRM Integration with Zoho Desk provides you more context into the customer information and close the loop between your support team and sales. With this integration, agents can view the Zoho CRM information about a support Contact or an Account ...
Using Ticket Tags
Tags are words or a combination of words that can be used to add more context to tickets. For example, you might want to tag tickets with 'demo' if they require a product demonstration. Later you can view the top trending tags and understand their ...
Following Tickets
Following support tickets keeps you up-to-date of their activities. When you follow tickets, their email conversations, comments, statuses and other events will populate in your Notification Center. To follow support tickets: Open a ticket in its ...
Notification Center - Everything you need to know!
The Notification Center is an aggregated and summarized view of activity feeds pertaining to your Tickets, Tasks, Contacts and Accounts that keeps you updated as things happen. You can collaborate within your team by way of comments in the ...
Predefined and Custom Contact Views
Contact List Views are used to group contacts based on a defined set of criteria. For example, you can view a list of contacts that were added today or of those that are mapped with Zoho CRM. Besides these, agents can use the List Views for adding ...
Add, Edit and Delete Contacts
The Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, receive solutions and track their ticket status through your Web Portal. The ...
Know your Customers | Contact and Account Information
Each of your Customers in Zoho Desk will have an activity monitor and some elementary analytics that can help you better understand your them. Here are some trivial information that can be viewed under the Customers module for your Contacts and ...
Adding a Ticket for a Contact
Most of the support centers follow the practise of raising a ticket for customers who call in with problems. Agents will typically ask for the customer's Name or their Email address to quickly search and open their Contact and then submit a ticket. ...
Adding Customers to Web Portal
Regardless of the channel that your customers use to submit tickets, they can track the status of their tickets only when have access to your company's self serving web portal. There are two ways, for your customers to access your web portal: ...
Collaboration Over Comments
One of the key influencers of an agent’s response time is the delay in getting help at the right time. Comments in Zoho Desk are designed keeping in mind the convenience and quality of customer support. It is a platform for agents to discuss ...
Updating your Helpdesk Contacts and Accounts from Zoho CRM
If your business is using Zoho CRM, your Support Manager would have setup the integration linking it with your Zoho Desk account. Though your helpdesk's customer information will be frequently updated (based on the sync frequency), you may choose to ...
Deduplicate your Contacts and Accounts Information
Over a period, there may be a chance of accumulating duplicate records. You can search the duplicates and merge them for a better organization of records. The Deduplicate feature helps you to find duplicate records in bulk and merge them as one ...
Calling Customers Using Zoho PhoneBridge
A major part of an agent's day is spent on managing outbound and inbound support calls. What helps them in making these calls is a good phone system and ease of access to the essential details before the call. The Zoho PhoneBridge feature connects ...
Following your Zoho Desk Customers
Your customer service is one of the most important factors in determining your customer's satisfaction. Ensure that your customers are treated the best by following them in Zoho Desk. You can follow customers who are irate, HNW clients or who are ...
What are the Contact Associates?
Contact associates are entities that are relevant to your contacts and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about a contact like associated tickets, related ...
Predefined and Custom Account Views
Account List Views are used to group your customer accounts based on a defined set of criteria. For example, you can view a list of accounts that were added today or of those that weren't mapped with Zoho CRM. Besides these, agents can use the List ...
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