Zoho Support is a web-based help desk solution catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, SLA and contract management and report creation.
Zoho Support collates interactions from various media (email, phone, chat, social media, self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The software provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction. With integration with Zoho customer relationship management (CRM), customer information can be fed into tickets logged in Zoho Support, which enables the service agent to know more about the complainants. The solution also enables users to rename tabs, add new departments, customize email templates, and define business hours. Zoho Support can also be integrated with clients’ in-house systems.