Zoho Desk
Adding users as light agents
One of the default profile, Light Agent can be assigned to users outside of your customer support team without having to pay for additional seats. Light Agents will have restricted permissions in your Zoho Desk. They cannot edit the fields in the ...
Setting up Data Sharing Rules
The Data Sharing Rules, allow you to define access rights for users to the various modules in your help desk. You can provide the following types of access levels in Zoho Desk modules: Private: Only the record owner and his/her superior can view the ...
Managing User Profiles
In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are ...
Managing User Profiles
In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are ...
Adding and Managing your Zoho Desk Users
Agents are the persons who handle tickets and work with customer problems. They perform a wide array of actions like responding to customers, editing ticket details, closing tickets, moving tickets between departments, etc. You can add as many agents ...
Configuring ADFS for Zoho Desk with SAML
Zoho Desk supports SAML 2.0 (Security Assertion Markup Language 2.0), which allows for the use of SSO (Single Sign-On) using enterprise identity providers such as Active Directory. Enabling SSO via SAML 2.0 means that user authentication is handled ...
Setting up SAML Single Sign-on for Help Center
Security Assertion Markup Language (SAML) is a mechanism used for exchanging authentication and authorization data between applications, in particular, an identity provider (IdP) such as OneLogin, Okta, PingIdentity and a service provider (such as ...
Understanding ticket accessibility
Knowing which tickets can be accessed by which user and based on what permission is important when you set out to receive tickets in your Zoho Desk. For example, you may allow seeing only own agent's tickets, but see all unassigned; allow editing ...
Managing your Help Desk Products
In Zoho Desk, you can manage your company-wide products that are sold or serviced to your customers. Your agents can use the Products module effectively according to their department process. The products added to your help desk can be linked with ...
Creating your Holiday Schedule
Create a holiday schedule to add exceptions to the business hours configured in your help desk. The holidays you add will be considered as outside of business hours and the SLAs, Blueprint, and time-based rules will ignore them while setting due ...
Defining Business Hours and HolidaysDefining Business Hours and Holidays
Customer support teams in an organization may follow their own business hours and work in shifts based on different time zones. The customer support personnel at the Japan office and the one in the Indian office will have different work schedules and ...
Using Automations for Happiness Ratings
Typically, happiness rating is a placeholder [${Cases.Customer Happiness Rating}] that contains the rating question and the answer links. The placeholder, when inserted into an email template, can be sent to your customers using the automation rules ...
Setting up Customer Happiness Rating
Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive, at the end of each response or on closing their ticket. ...
Support customers from your own domain
Provide customer support from your own domain with Zoho Desk. By default, the web address of your Help Center is a Zoho Desk subdomain such as "desk.zoho.com/portal/<mycompany>". However, you can personalize this so that your customers can submit ...
Adding your Company Details
The company information page serves as a bulletin board of basic information about your company for your customer service team. When customers ask for your physical address or a phone number, your agents don't have to go to your website or anywhere ...
Rebranding your Help Desk
There are certain organization-specific details which help differentiate one organization from the other. Zoho Desk recommends users with Administrator's privilege to rebrand their help desk so that their agents and end users will share these common ...
Zia - An Overview
Zia is an AI-driven support assistant who makes your customer support team more effective through data mining and machine learning. She provides support agents with analyses, customer forecasting, alerts and suggestions through a pre-configured ...
Adding and Managing Teams
Teams help you maximize agent productivity and provide knowledgeable support to customers. You can add up to 60 teams in each of your departments. Note: Teams are available only on Professional and Enterprise. Only users with the "Agents and ...
Teams Overview
Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, ...
Managing Departments in your Help Desk
Departments are the various business divisions within your organization. They can be categorized based on your products, geographical locations or teams. Zoho Desk enables you to create departments and manage customer support individually for each of ...
Enabling and Adding CC Users on Tickets
The CC feature enables your agents and end users to copy additional requesters or contacts on a ticket. Agents can copy other users in email replies, ticket detail page, and the add ticket form. Likewise, end users can copy other users in their email ...
Setting up Zia Bot
In a typical help desk, a customer describes a problem over the ticket to an agent who asks questions and tries to diagnose and fix the issue. It's a time-consuming, painstaking and frustrating experience for many customers, especially those who ...
Integrating WhatsApp with Zoho Desk
Introduction With about 2 billion users, WhatsApp is the most widely used instant messaging (IM) app across the world. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. So, if your ...
Adding Knowledge Base Owners as Reviewers
Every article published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. You can bring in people who can add their experience ...
Adding and Managing User Groups
Groups are a collection of end users, often related to a specific account, geography, brand, or product, that is used to determine access to your knowledge base and community content on the Help Center. For example, you can add a group that includes ...
Setting up Community Forums
The community is a prominent support channel wherein people collaborate on topics of mutual interest. It typically consists of your customers who ask questions, seek support or initiate discussions on topics of common interest - all from a single ...
Configuring Gamification for your Community
Scenario Justin Case is an active contributor to the Community group at Zylker. He never misses giving his suggestions or opinions when needed. He also ensures to share his learnings with the group. In doing so, he was earning a lot of popularity in ...
Setting up Feedback Widgets
A portable version of the Advanced Web Form, the Feedback Widget can be added to your website. The widgets can be customized for their field values, language, appearance and their position. Benefits of the Feedback Widget Unlike the Advanced Web ...
Setting up Advanced Web Forms
Advanced Web Forms simplify the process of capturing support tickets from your website into your help desk system. Before setting up the Web Form, complete the following checklist: Create an email template to send automated replies to your customers ...
Web Forms in Zoho Desk
Web Forms simplify the process of capturing support tickets from your website into your Zoho Desk. The tickets can be from customers requesting your help or simply leaving feedback about your product. Either way, the Web Forms are easy to design and ...
Tracking Form Analytics using PageSense Integration
You can use web forms to capture feedback and support tickets directly from your website, portal or any third party web page. All it takes is to configure the form in Zoho Desk and embed the code snippet on your website. So far so good! But what if ...
Understanding Email Delivery and Bounce
When you need to get an important message to a customer, one of the fastest ways to do it is by email. Despite several new and modern communication techniques, email stays the most preferred channel for customers when they need help from a business. ...
Forwarding your Support Emails to Zoho Desk
Create support tickets in Zoho Desk by forwarding the emails received at your external email address. You must configure a forwarding rule (in your email client) to route the emails received in your mail client to an equivalent email address in Zoho ...
Setting up your Email Channel
Emails are the most widely used and an indispensable mode of communication for your customers to submit tickets to your Zoho Desk. The emails received from your customers are converted into tickets and assigned a unique ticket ID. All you need to do ...
Google Analytics Dashboard for Help Center
Help Center users are users who prefer to find solutions by reading through your knowledge base articles or the community posts. When they are unable to find answers they can get it resolved from your agents by submitting a ticket. Users can also ...
Providing Multi-brand Customer Support
Your brand distinguishes the products or services you offer from those of others. As much as your brand you must be unique and consistent with your customer service. Multi-brand customer support in Zoho Desk allows you to distinguish the identity of ...
Search Engine Optimization for Help Center
Your Help Center content, viz. articles and community posts, should be made easy for both your customers and search engines to understand. You simply can’t stop with having a perfect Help Center with great content. The search engines such as ...
Enabling Google Analytics for your Help Center
Google Analytics is a free tool for analyzing the traffic of websites. It provides valuable insights on visitor trends and behavior. By knowing how your customers react and respond to your web pages, you can identify what works best, and what needs ...
Advanced Help Center Customization Using HTML and CSS
You can customize the appearance of the Help Center using the basic color themes. However, it has its limitations, as it doesn't allow you to rebuild the header and the footer completely as you like it to be. Here comes the advanced customization ...
Customizing Help Center Home Page
Customize the way your Help Center content is organized using the simple drag-drop method in Zoho Desk. You can add custom widgets, show or hide tabs and customize their appearance to keep your customers engaged with the right content at the right ...
Next page