Zoho CRM
Predefined and Custom Ticket List Views
List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
Team Feeds - The New Way to Collaborate
Collaboration is an important aspect of customer support. When you need to resolve a customer issue, convey a bug in the product, or raise a feature request, you use the power of collaboration with your team to achieve the goal. For this purpose, ...
Using Handshake Mode
Manual ticket prioritization isn't just an inconvenience, it also takes valuable time away from the important tasks of your help desk. The Zoho Desk Handshake Mode orders your help desk tickets into columns based on customer type in Zoho CRM, ...
Predefined and Custom Ticket List Views
List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...
Team Feeds - The New Way to Collaborate
Collaboration is an important aspect of customer support. When you need to resolve a customer issue, convey a bug in the product, or raise a feature request, you use the power of collaboration with your team to achieve the goal. For this purpose, ...
Manager Dashboard - The HQ
The Headquarters is designed to provide you with live, actionable insights into your helpdesk activities. There are seven informational tools to help you make informed decisions and operate more efficiently. These are the available tools: Incoming ...
Standard Help Desk Modules and Fields
By default, Zoho Desk provides some standard fields in each of the help desk modules. These standard fields can be displayed or hidden as per the organization's requirement. The mandatory fields cannot be edited or deleted. Some of these fields are ...
Checking Your Notifications
Zoho Desk provides a standard set of notification rules that can be used to notify your end users and agents. Notifications can be sent via e-mail or SMS/Text Message. You can only view a notification but not set the notification rules in the mobile ...
What are the default ticket fields?
Most often a ticket will contain the customer's name, email, subject and a description of the request. Apart from these, there are also a bunch of standard fields which your customers can choose to fill when they submit a ticket. For example, they ...
Working with Tickets in the iOS App
The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
How can I respond to tickets?
Now that you've received an open ticket, you must reply to it. You should have noticed that the person who has sent the ticket initiates the conversation. Just above the conversation is the Reply All link which can be used when there are multiple ...
Managing Zoho Desk Settings in the Android App
Be it aesthetic appearance or user, product, project, or customer requirement, the need for change is unending. Hence, we at Zoho Desk, understand the need for providing "Settings" as an option to provide users the ability to make some changes to ...
How do I create a test ticket by myself?
If you've signed up for a free trial of Zoho Desk, you are ready to create your first test ticket. Before that did you notice that we'd sent you a welcome email that was added as a ticket? Here is an excerpt of it - Hello, Welcome to Zoho Desks new ...
How to manually log a ticket in Zoho Desk
Most businesses today serve their customers over the telephone. So, once an agent has heard what the customer wants over the phone, he should eventually log a ticket to acknowledge the problem. Zoho Desk provides an intuitive Add ...
What is a ticket and where does it originate from?
Tickets are support requests that are submitted by your customers. They contain the support conversations, as well as other properties, such as priority, category, and status. Tickets can be problems, feature requests, questions, or even thank you ...
What is Zoho Desk?
Help Desk Management Software For Your Business Zoho Desk is web-based help desk software that gives you the ability to manage your customer support activities efficiently. Zoho Desk allows you to assign, track and set up alerts on help desk tickets ...
What is Help Desk Software?
Help Desk is a department in a organization that handles customers' interactions on a product or service. Customers contact the help desk when they have a question or a problem and a product expert addresses the question to the customer's ...
What are Ticket Tabs?
Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take a look at ...
Managing CRM Account Settings
Once you sign up for Zoho CRM and have your own account, you can personalize your CRM account. By default, the mandatory information provided by you at the time of sign up, is automatically updated. After logging in, you can change these details ...
Manage Company Details
There are certain organization specific details, which help differentiate one organization from another. Zoho CRM recommends Users with Administrator's privilege to customize these company specific details, so that all users under an ...
Manage Hierarchy Preference
A hierarchy structure in an organization is defined to rank members according to their designations. Zoho CRM provides two different hierarchy structures for your organization: Role Hierarchy and Reporting Hierarchy. You can select the hierarchy ...
Set up your Organization Account
As an administrator your first step towards implementing Zoho CRM for your organization will involve entering details in the personal settings and defining the organization details, which will be visible to all users across the departments. You will ...
Deleting the Zoho CRM Account
In case you want to discontinue your CRM account, you can delete the same. However, you must keep the following points in mind before opting for this option: You can delete a single user or personal account immediately, provided it is subscribed to ...
Uploading Documents, Creating Files, and Other Functions
Upload Documents In the Documents tab you can upload presentations, spreadsheets, PDFs, and the like for easy access. You can upload up to 10 files at a time. Availability Permission Required Users with view, create, modify, and delete document ...
Managing Document Folders
Availability Permission Required Users with permission to create and delete documents folder in their profile can access this feature. Create Document Folders Creating folders are the best way to manage and keep the documents organized. You can ...
Document Library within CRM
Brochures, PDF docs, RFPs, invoices, comparison docs, guides, presentations, forms, etc. are just some of the documents that people may use frequently in business. You may constantly make changes to these business resources and keep them up-to-date ...
Associating Other Records
Attach Documents To attach documents This feature allows you to attach documents, spreadsheets and presentations to leads. You can attach them in the following ways: Attach from Desktop Attach from Zoho Docs Attach from Google Docs Associate Leads To ...
Common Operations with records
Record Navigation Navigation primarily means the process of moving back and forth within the records. In Zoho CRM, navigation allows easy movement between the records; it provides options to choose the number of records to be displayed in one page ...
Navigating Records
Navigate primarily means the process of moving back and forth within the records. Navigation in Zoho CRM allows easy movement between records; provides options to choose the number of records to be displayed in one page; and saves time in accessing ...
Search Records
The search option helps locating specific information or specific records without having to go through the entire list of records, thus saving time in finding records. The different search options available in Zoho CRM are: Search by Alphabets Search ...
Tagging records - An Overview
Tags are unique identifiers that can be associated to your CRM records to search, sort, categorize, filter, and segment records in a more efficient way. It is usually like adding keywords or any additional information to any record in CRM. For ...
Uploading Documents, Creating Files, and Other Functions
Upload Documents In the Documents tab you can upload presentations, spreadsheets, PDFs, and the like for easy access. You can upload up to 10 files at a time. Availability Permission Required Users with view, create, modify, and delete document ...
Managing Document Folders
sion to create and delete documents folder in their profile can access this feature. Create Document Folders Creating folders are the best way to manage and keep the documents organized. You can upload documents to these folders and share the folders ...
Manage Storage Space
The storage space in Zoho CRM is divided into two categories: Data and File for a clearer representation. These categories are further classified into Storage and Usage details. Data storage It is the total space occupied by the records in the ...
Managing Profile Permissions
rs associated to that particular profile will have access to. You can also specify what actions they can perform. Basic permissions - These permissions are based on the modules. The permissions for actions can be changed by using the check box that ...
Managing Profile Permissions
escription Sync with Google Contact To synchronize contacts between Google contact and Zoho CRM. Sync with Google Calendar To synchronize Google and Zoho CRM calendars. Google Ads Track your Google Ads investments inside CRM. Others Permissions ...
Managing Zoho Account Settings
In Zoho Accounts, the mandatory fields under the Personal information section are set to default as soon as you register with any Zoho service. After logging in, you can change the information according to your preference. When you change certain ...
Creating Conditional Layouts
Conditional layouts in Zoho CRM offer an interface for you to seamlessly manage dependency between fields in a layout. Your sales data are often inter-dependant. Consider the following examples. In a real estate company, the particulars required from ...
Working with Page Layouts
Understand page layouts with a scenario Here is a simple scenario in which we will demonstrate the use of page layouts in Zoho CRM. With this as an example, you will be able to implement page layouts for your organization depending on your company’s ...
Customizing Home Tab
The Home tab of Zoho CRM is a quick indicator of the progress of all your CRM activities. It contains components from different modules such as Tasks, Potentials, Dashboards and so on. One quick glance at the components of the Home tab will tell you ...
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