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Add, Edit and Delete Accounts
In a typical Business to Business (B2B) scenario, Account represents a Company or a Department within the company, for which you provide customer support. You can associate an account with contacts (persons) within the company who send in support ...
Adding a Ticket for an Account
It is not uncommon for agents to directly raise a support ticket for an account. For example, when a customer calls up from ABC Corp, it is not necessary that a contact in their name should exist. In this situation, the agent will search for the ...
Associate Contacts with an Account
Accounts are collections of your contacts or the end-users. A contact can belong to only one account. By grouping your contacts into accounts, you can keep a track of the support tickets that were received from those accounts. Contacts can also view ...
What are the Account Associates?
Account associates are entities that are relevant to your customer accounts and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about an account like associated tickets, ...
Predefined and Custom Task Views
Task List Views are used to group your agents' tasks based on a defined set of criteria. For example, you can view a list of the tasks that were completed or of those that are due today. Besides these, agents can use the Task Views to change owner or ...
Add, Edit and Delete Tasks
A task is a specific piece of work required to be done within a given time frame. Agents can create tasks that can be either associated with a ticket or stay stand-alone. They are listed in the Zoho Desk's Home page of the agent, Tasks home page and ...
Assign and Manage Task Owner
Typically the agent who creates the task will assign the owner for it during its creation. However you may manually re-assign tasks to yourself or other agents. Tasks can also be automatically assigned to you and other agents via help desk ...
Set Task Status, Due Date and Priority
Task Status An important aspect in customer support is to keep track of all the tasks that are created in your help desk. You can neatly track and organize the numerous tasks by their working statuses. Their status can be very useful in initiating ...
Closing and Re-opening Tasks
Once you've completed a task that was assigned to you, you must change the status of the task to Completed. When a task is associated with a ticket, you or the other agents will update the same to your customer. To close a task: Click ...
Managing your Twitter Channel
Zoho Desk allows you to add your company's Twitter account and monitor the tweets from within your help desk. You can also convert the tweets to tickets when required. The conversation between you and your Twitter customers will be added as threads ...
Managing your Facebook Channel
With Facebook in Zoho Desk you can start engaging with your customers and address their issues in real time. You can view and respond to customer posts and comments that are left on your Facebook page. Besides these, you can choose to convert all of ...
Knowledge Base Article Views
Knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...
Add, Edit and Delete Knowledge base Articles
The Knowledge Base is where the solution articles you create for addressing various issues can be accessed by your customers. You can create articles and group them under custom sections for ease of access. Before you get started with adding ...
Managing Article List Views
Article List Views are beneficial for displaying articles that were published, drafted or pending review in your knowledge base. For example, you may be the KB owner interested in following-up on the articles that were pending review or you may want ...
Organizing your Knowledge base Content
One of the simplest and most overlooked aspects of being organized is getting your knowledge base articles organized. You really have to think about where to put your articles so that they could be easily located by your customers. So you must begin ...
Setting Up Knowledge Base Permissions
Not all solution articles are meant to be shared with your customers or end-users in the help center. That said, you can easily restrict access to specific categories or sections or even to the entire KBase using the granular and the advanced access ...
Adding Knowledge Base Owners as Reviewers
Every article that is published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. This can be achieved by bringing in a fresh set ...
Optimize your Knowledge Base for Search Engines
Your Zoho Desk Knowledge Base comes with an inbuilt search functionality, that can help your customers and agents to search for the solutions they are looking for. But, the primary objective for creating KBase articles is to have them crawled by the ...
Article Insights and Knowledge Base Dashboard
Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing ...
Community Views: Overview, Recent Posts and Dashboard
Drive customer engagement with intuitive and easy to use community forums in Zoho Desk. Your customers can ask questions, provide answers, or share ideas for the benefit of the larger customer community. While your Support Manager will create forums ...
Community Actions: Add, Reply, Follow Topics and Convert Posts to Tickets
A support community is where you can share specific questions, propose an idea or simply start a discussion relating to a particular topic with other users who are just as interested in the conversation. You can also respond to posts created by your ...
Avoiding Agent Collision Over Tickets
It is quite common for an agent to start replying to a ticket without knowing that one of them is already working on it. This eventually ends up with customers receiving more than one response to their support ticket. The melee is not just about the ...
Ticket Queues for Zoho CRM
In this digital age of customer service, simply looking up for the contact and account details from your Zoho CRM account is passé. In fact your customer information from Zoho CRM can still be accessed from within a ticket, but it doesn't really help ...