Zoho Desk product overview

Zoho Desk is an omnichannel customer service solution that gives businesses the ability to manage customer support activities efficiently. It allows managers to assign, set up, and track alerts on help desk tickets. Businesses can customize the platform and ensure satisfaction in their customer support experience.

Zoho Desk enables agents to engage with customers and deliver satisfaction quickly. And because it’s all on the cloud, it decreases the cost of installation and maintenance. Businesses can connect the software with other tools and add custom capabilities through REST APIs as well as build help desk-based internal apps through SDKs.

The platform gives control over customer tickets submitted to the agents via phone, email, or web form. Support teams can improve resolution time and service by creating a Knowledge Base that provides appropriate solutions.

Pros of Zoho Desk

It lets businesses manage customer conversations across multiple channels such as email, chat, phone, social media, and websites. It streamlines responding and performing follow-up activities.
Companies get to embed a knowledge base, user community, and AI capabilities into their website, SaaS product, and mobile app to help customers find answers quickly.

Cons of Zoho Desk

Customizing the platform is complex.
Some users had trouble integrating other systems with Zoho Desk.

Breakdown of core features

Ticket management

The software enables teams to manage tickets and everything else in one place. Agents can keep an eye on customer requests across channels, brands, products, and departments. The system’s direct assignment and round-robin automations save managers time and energy so they can focus on critical tasks.

It simplifies using filters like Urgency, Priority, Type of Customer, or Ticket Status. The tickets in Work Modes will automatically move to their appropriate column, allowing agents to prioritize what to work on.

Reports and dashboards

The platform has features for creating reports and visualizations to monitor team performance. Its built-in dashboards help teams monitor and refine service using the most common metrics. It gives time-based reports, which include data like First Response Time, Average Response Time, and Average Resolution Time. Users can filter data based on date, channel, and agent.

Time tracking

Zoho Desk empowers managers to configure time tracking separately for each department. Its Insights feature facilitates measuring the time users spend on every ticket based on selected departments, agents, and modules. Team members can clock in manually for every ticket or set the system to calculate the time automatically.

Furthermore, this feature lets users record the time spent on follow-up tasks, thereby providing a clear picture of the team’s productivity.

Mobility

With the Zoho Desk mobile app, teams can support customers from anywhere, at any time. The app sends instant notifications about contacts, accounts, and tickets.

Agents can create tickets on the mobile app with a single tap. They can also set the status, link to CRM contacts, assign owners, and change the priority. Moreover, support teams can respond to tickets using response templates. The Zoho Desk mobile app is downloadable from the App Store and Google Play store.

(Last updated on 03/11/2022 by Liz Laurente-Ticong)