Zoho Desk is a powerful yet simple to use help desk software solution built for businesses to manage customer interactions in a streamlined fashion. This guide covers the basics of using Zoho Desk for optimizing support tasks like ticket management, branding customizations, reporting and more.
Getting Started
After signing up for Zoho Desk, the first few steps focus on initial setup of branding elements and users. Add your company logo, business details, support email and set up access for your team members. You can define roles like administrator versus agent permissions at this stage too.
Setting Up Ticket Channels
A key part of modern customer service lies in allowing customers to reach out for support via multiple channels including email, phone, social media and more. Under Channels in Zoho Desk, configure the contact options you want to allow i.e. email queries, social mentions, even in-person requests. Customize how tickets get routed to your teams.
Managing Support Tickets
As customer inquiries and requests come in via different channels, Zoho Desk maintains all interactions under one unified ticket view to provide context of the support history. Tickets contain threaded communication, attachments with automatic tagging to ensure efficient assignment and resolution by teams.
Branding Your Help Center
While agents work behind the scenes solving issues, an external-facing knowledge base in the form of a help center powers 24/7 self-service for customers. Create an ecommerce-like help center under Portals with sections, articles, forums that enable users to find their own answers. Add branding like colors, fonts and logo for enhanced customization.
Tracking Service Levels
Understanding response times taken to solve different types of issues is critical for identifying areas of improvement. Under Insights, view the Service Level Agreement (SLA) reports to monitor metrics like first response time, backlogs and more with segmentation across ticket types, agents and channels.
By centralizing How To Use Zoho Desk under one system, Zoho Desk streamlines the otherwise complex support process for service teams. Companies can enhance both agent and customer experience throughout the service lifecycle with the tool’s intuitive and customizable interface. Use this guide to get your customer support up and running quickly.