Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.
Zoho Desk 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 solution 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 Desk, which enables service agents to know more about the customers.
The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and addition of help folders. Zoho Desk can also be integrated with clients’ in-house systems.
Vicki from Trusted Tours of America, LLC
Specialty: Hospitality / Travel
I like that I have a record of my interactions with our clients with Zoho Support and can search on different aspects, such as the type of product the ticket is referring to; the category of the question; what action was taken; etc. Also can search by any word or number in ticket. The input entered during action on the tickets, is searchable later for backup.
Sometimes the system hangs up and tickets cannot be accessed, or data is lost before it is saved.
Make sure you have backup and look at multiple products before you commit, since your business will depend on the accuracy and ease of use of the software.