For Agents
Updating your User Profile
Each agent in Zoho Desk will have a profile with some basic information about them. You can enter information like the name, contact email, picture, bio, and the like. The individual agents or the administrator can set these up in your helpdesk. Here ...
Ticket Views: Thread and Conversation/Nested
Zoho Desk allows you to view the details of a ticket in two different ways. You can view a ticket either as threads or as a conversation. Let us look at these detail view types in a little more detail below. Conversation View The conversation view ...
View the Original Email of a Ticket in Zoho Desk
Typically the email content that is sent by your customers will be formatted and displayed in a style that is followed across Zoho Desk. For example, the email body text will be displayed using the font called Proxima Nova. This kind of formatting is ...
Ticket Timeline View
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from a contact and presents them in chronological order. Advantages of Timeline View It helps your agents to know ...
Assign Tickets Manually in Zoho Desk
A new ticket received in your Zoho Desk will stay unassigned. The support manager can assign them to you or your team. You could also pick them up by yourselves. Tickets can be assigned from the List View or the Detail View. To assign a ticket from ...
Searching Records in your Help Desk
The Search option helps you locate records, including Tickets, Customers, Articles, Products, and Activities without having to go through the entire list, thus saving time in finding them. Four kinds of search options are available in Zoho Desk: ...
Using Ticket Templates and Email Templates in a Ticket
Email Templates Email templates when put to use, will reduce the time taken to draft a response while increasing the productivity of the agents. It will also come handy when you have a solution that can be suggested for multiple tickets. Zoho Desk ...
Spawn a New Ticket
More often than not, your customers continue to reply to the same ticket with their new requests. It also happens that a conversation might evolve into an entirely different topic that it needs the help of your colleague. Such situations can be ...
Save, Send and Discard Ticket Drafts
Drafts are unsent replies that are saved and waiting to be sent. When you compose a response, Zoho Desk will automatically save your work every 2 minutes. It is to ensure that you do not lose any composed/half-composed and unsent responses. You can ...
Marking Support Tickets as Spam
Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You ...
Using Macros in Tickets
Macros are a set of actions which can be applied to support tickets. The actions include sending emails, creating tasks and updating a field in the tickets. Once created, macros can be applied manually to the tickets. They save a lot of your time and ...
Filing Tickets as Issues - JIRA
On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can ...
Printing Customer Support Tickets
You can print a printer-friendly version of your customer support tickets in Zoho Desk. The print-out will contain the email conversations that have happened over the ticket. It will come handy when you have got field staff who will require a ...
Viewing Zoho CRM Information inside Tickets
The Zoho CRM integration provides you with more context into the customer information while staying inside Zoho Desk. Agents can view the CRM information of a Contact or an Account alongside their ticket in Zoho Desk. For example, they can identify ...
Using Ticket Tags
Tags are words or a combination of words that can be used to add more context to tickets. For example, you might want to tag the tickets as 'demo' if they require a product demonstration. Later, you can view the top trending tags or send a follow-up ...
Following Tickets
Following support tickets keeps you up-to-date of their activities. When you follow tickets, their email conversations, comments, statuses and other events will populate in your Notification Center. To follow support tickets: Open a ticket to view ...
Notification Center - Everything you need to know!
One of the key influencers of an agent’s response time is the delay in getting notified of developments. Suppose an agent is typing a response to a customer. She doesn’t really know if another customer has responded on another conversation. This ...
Standard and Custom Contact Views
Contact List Views are used to group contacts based on a defined set of criteria. For example, you can view a list of contacts that were added today or of those that are mapped with Zoho CRM. You can also use the List Views to add contacts as end ...
Add, Edit and Delete Contacts
Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles and track the status of their tickets on your Help Center. Also, ...
Know your Customers | Contact and Account Information
Zoho Desk displays an overview for each of your customers to help you better understand their interaction with your help desk. The following are the information displayed on the details page of your contacts and accounts: Customer Activity: Keep a ...
Adding a Ticket for a Contact
Most support centers follow the practice of creating tickets for customers who call in with problems. Agents will typically ask for the customer's name or their email address to quickly search and open their contact and then submit a ticket. Zoho ...
Collaboration Over Comments
Comments in Zoho Desk are designed keeping in mind the convenience and quality of customer support. It is a platform for agents to discuss solutions, seek peer support and offer advice right within your help desk. You can simply tag your colleagues ...
Updating your Helpdesk Contacts and Accounts from Zoho CRM
If your business is using Zoho CRM, your support manager would have set up the integration linking it with your Zoho Desk account. Though your helpdesk's customer information will be frequently updated (based on the sync frequency), you may choose to ...
Deduplicate your Contacts and Accounts
Over a period, there may be a chance of accumulating duplicate records. You can search the duplicates and merge them for a better organization of records. The Deduplicate feature helps you to find duplicate records in bulk and merge them as one ...
Calling Customers Using Zoho PhoneBridge
A major part of an agent's day is spent on managing outbound and inbound support calls. What helps them in making these calls is a good phone system and ease of access to the essential details before the call. The Zoho PhoneBridge feature connects ...
Following your Customers
Your customer service is one of the most important factors in determining your customer's satisfaction. Ensure that your customers are treated the best by following them in Zoho Desk. You can follow customers who are irate, HNW clients or who are ...
What are the Contact Associates?
Contact Associates are entities that are relevant to your contacts and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about a contact like associated tickets, related ...
Standard and Custom Account Views
Account List Views are used to group your customer accounts based on a defined set of criteria. For example, you can view a list of accounts that were added today or of those that weren't mapped with Zoho CRM. Besides these, agents can use the List ...
Add, Edit and Delete Accounts
In a typical Business to Business (B2B) scenario, Account represents a Company or a Department within the company, for which you provide customer support. You can associate an account with contacts (persons) within the company who send in support ...
Adding a Ticket for an Account
It is not uncommon for agents to directly raise a support ticket for an account. For example, when a customer calls up from ABC Corp, it is not necessary that a contact in their name should exist. In this situation, the agent will search for the ...
Associate Contacts with an Account
Accounts are collections of your contacts or the end-users. A contact can belong to only one account. By grouping your contacts into accounts, you can keep track of the support tickets received from those accounts. Contacts can also view the other ...
What are the Account Associates?
Account Associates are entities that are relevant to your customer accounts and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about an account like associated tickets, ...
Predefined and Custom Task Views
Task List Views are used to group your tasks based on a defined set of criteria. For example, you can see a list of the tasks that were completed or of those that are due today. Besides these, you can use the Task Views to change owner or update two ...
Add, Edit and Delete Tasks
A task is a specific piece of work required to be completed within a given time frame. Agents can create tasks that can be either associated with a ticket or stay stand-alone. Tasks are listed in the Tasks home page, and inside their corresponding ...
Assign and Manage Task Owner
The agent who creates the task should assign the owner to it. However, you can re-assign tasks to yourself or other agents when required. Please, note that tasks can also be assigned through automation rules like workflows and macros. To re-assign ...
Set Task Status, Due Date and Priority
Task Status An important aspect of customer support is to keep track of all the tasks that are created in your help desk. You can neatly track and organize the numerous tasks by their working statuses. Their status can be very useful in initiating ...
Closing and Re-opening Tasks
Once you've completed a task assigned to you, you must change the status of the task as Completed. When a task is associated with a ticket, you or the other agents will update the same to your customer. To close a task: Click the Activities module. ...
Knowledge Base Article Views
The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...
Add, Edit, Clone, Unpublish and Delete KBase Articles
The Knowledge Base is where your customers can access the solution articles you create for addressing various issues. You can create articles and group them under custom sections for ease of access. Before you get started with adding articles, please ...
Managing Article List Views
Article List Views are beneficial for displaying articles that were published, drafted or pending review in your knowledge base. For example, you may be the KB owner interested in following-up on the articles that needs review or you may want to ...
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