Zoho Desk
Managing Help Center Permissions
When you set up the Help Center, you must determine who should have access to it. You may allow anyone to access the Help Center or only those who have registered for it. Providing an open Help Center is less of an effort for your legitimate ...
Managing Help Center Users
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 ...
Renaming your Help Center Sub Domain
It is not uncommon for established companies to make a name change and start again. In fact, there are plenty of very good reasons for the same. For instance, the name no longer represents what they do; the brand has become stagnant; or for trademark ...
Creating a sitemap for the Help Center
A site map (or sitemap) is a list of pages of a web site accessible to crawlers like Googlebot. They allow search engines to find all of your webpages, that they might otherwise miss when indexing. For a more detailed account of the site map, ...
Tracking Goal Metrics using PageSense Integration
Many times you'll want to customize specific elements like an article details page, add ticket form, topic lists, or anything else visible on the help center theme. You might also want to edit it globally (on the entire help center) or only for ...
Creating and Managing User Labels
Labels are keywords or tags that you can add to end users to categorize or identify them on the community. For example, you could add the label 'Expert' to users who've provided the best answers in the community. Benefits Here are some of the ...
Modifying CSS to Customize your Help Center
Many times you'll want to customize specific elements like an article details page, add ticket form, topic lists, or anything else visible on the help center theme. You might also want to edit it globally (on the entire help center) or only for ...
Working with the Revamped Social Module
Introduction Thanks to the promptness and directness it offers, social media is today one of the most prominent channels for delivering customer support. A strong presence in social media combined with high responsiveness in terms of customer support ...
Setting up your Twitter Channel
Monitor your Twitter accounts from inside Zoho Desk and also use it as one of the effective channels for better customer support and engagement. Zoho Desk for Twitter allows you to convert tweets to tickets and helps you keep track of the social ...
Setting up your Facebook Channel
The Facebook channel in Zoho Desk allows your customers to submit their support tickets using Facebook. Your agents can view, respond or convert the Facebook Page posts into tickets from within your help desk. The agent's response is added as a ...
Setting up the Revamped Social Module
Introduction The revamped Social module in Zoho Desk simplifies social media management and ensures better organization of your social accounts by introducing significant improvements. For starters, earlier, Facebook pages and Twitter handles used to ...
Setting up Live Chat using Zoho SalesIQ
Open an immediate line of communication between your support team and your customers by adding the power of live chat to Zoho Desk. It enables your agents to have real-time conversations with your customers to serve them more quickly, and to build a ...
Working with the ASAP Add-On for the Web
Working with the ASAP Add-On for the Web Introduction The ASAP add-on for websites makes your help center available within quick reach for your end-customers. By integrating this add-on with your website, you can provide your customers with easy ...
Working with the ASAP Extension for Google Chrome
Introduction The ASAP extension for Google Chrome is a nifty tool that helps you bridge your website with your knowledge base for the benefit of your customers/site visitors. This extension enables you to easily configure tooltips that display ...
Using the Countdown Mode
The Countdown mode is where you answer your support tickets through a series of columns. Each column will display the tickets based on when they're due. By default, there are three due-based ticket columns: Overdue Tickets Due in next 1 hour Due in ...
Ticket Work Modes
Work mode in Zoho Desk is where you answer your support tickets through a series of columns. Each column contains tickets that are ordered either by their due date, customer type, or status. Tickets in Work Modes will automatically move to their ...
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 ...
Knowing Your Contacts
Contact list of end users is an asset to any business. Hence, Zoho Desk, manages its contact with utmost care to avoid confusion. Zoho Desk mobile app does not allow you to add a contact to the contact list. You can only view existing contacts. You ...
EU Data Protection (GDPR): Zoho Desk's Readiness
The GDPR is here. The European Union has taken a monumental step in protecting the fundamental right to privacy for every EU resident with the General Data Protection Regulation (GDPR) which came into force on May 25, 2018. Simply put, EU residents ...
Collaborating Using Feeds
Feeds in Zoho Desk is a feature that helps you find a collection of status messages, mentions, comments, direct messages, changes made to the tickets you own, closing tickets, assigning tasks, and so on. To know more on feeds, read Team Feeds - The ...
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 ...
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 ...
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 ...
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 ...
Why Zoho Desk?
On-demand & Web-Based Zoho Desk, an on-demand, web-based help desk software allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it's all on the cloud, lesser the cost of installation and ...
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 ...
Using the Countdown Mode
The Countdown mode is where you answer your support tickets through a series of columns. Each column will display the tickets based on when they're due. By default, there are three due-based ticket columns: Overdue Tickets Due in next 1 hour Due in ...