Support and Help Desk is vital to service the needs of your internal team and support your clients and prospects relationships with your company.
Ticket Management
Tickets are the core communication tool between clients with problems and your agents that are solving those problems. Manage tickets easily through your support portal to solve client’s issues and keep everyone happy.
Multiple Departments to Fit Your Needs
Many businesses have different products and services they support. Create and staff different departments, customized to your branding and specifications in order to ensure clients get the assistance they really need from the agents who can best provide it.
Zoho Desk is an industry leader in Support and Help Desk. Reduce your dependency on email and increase your teams efficiency.
Many Ways to Communicate
There are a multitude of ways to communicate with customers and support them. Utilize email, telephony, social media, live chat to support clients in the ways that work best for them and your company.
Help Center and Knowledge Base
Sometimes customers ask you for help, but sometimes they just want a quick answer to a common question. Create a help center where clients can find answers to frequently asked questions (FAQs) or a knowledge base where other clients can post and answer questions, driving engagement with your team and fellow customers.
Imagine your customers getting answers immediately to address their problems and needs. We can help you make this a reality.
CRM Integration
Having a support desk is helpful, but being able to connect that portion of the client’s experience into their entire journey is even better. Integrating your support desk into your CRM allows you to do just that so you can see all of their support tickets along with all other engagements with your company all in one place.
Automation
Automation is so pivotal these days to improve performance allow agents to handle the most important tasks. Creating automation workflows and rules to control items such as SLAs, Notifications, Ticket Assignments allows you to connect the right Agents and customers together in the right ways at the right time. Creating blueprints to customize ticket options and layouts to customize ticket/task fields also speeds up the client experience in creating tickets and the agent experience in handling them.
Learn how easy it is to put Zoho Desk in action to immediately upscale how you service your client's support needs.
Customization
Handle support cases your way. Custom functions allow you to literally tell the system exactly what you want it to do. Through API and SDK integration, as well as a deep marketplace of existing app connections, there’s a way to solve for almost any use case your team might have.
Reporting
Reporting is the backbone of efficiency. Support Desks often carry a lot of data points that can be very powerful in understanding client issues and how better to improve your products and services. Report and Analyze items such as work type, agent efficiency, customer satisfaction, time tracking, SLAs being met and more. Reporting can centralized into an easy to understand dashboard pushed out to only the people who need it.
Security
Security is vital to a support desk. Customers often have important and confidential issues they wish to discuss and solve. Being able to create agent profiles and controlling their access and abilities within the system allows you to ensure agents only see and do what you need them to. Additional controls such as data sharing, field level security and GDPR settings allow you to meet the customer’s need for security and integrity.