For Agents
Organizing your Knowledge base Content
One of the simplest and most overlooked aspects of being organized is getting your knowledge base articles organized. You have to think about where to put your articles so that your customers could easily locate them. So you must begin with the ...
Setting Up Knowledge Base Permissions
You can easily restrict access to any or all parts of your knowledge base using the advanced access settings in Zoho Desk. Support managers and agents can restrict access to the knowledge base at 5 different levels: Article Level End-user Level ...
Optimize your Knowledge Base for Search Engines
The knowledge base comes with an inbuilt search function that helps your customers and agents to find solutions. However, the primary objective of creating KBase articles is to have them crawled by the other search engines. This way, your customers ...
Article Insights and Knowledge Base Dashboard
Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing ...
Community Views: Dashboard and Recent Posts
Zoho Desk provides an interactive dashboard for your community, based on the metrics that matter. Your Dashboard Home Page will display metrics for all topic types in your community, as well as statistics for individual topic types such as Questions, ...
Community Actions: Add, Reply, Follow Topics and Convert Posts to Tickets
A support community is a forum in which you can ask questions, propose ideas or start a discussion with customers. This can be a great place to engage with your customers by responding to their questions. Also, if there is a customer who is posting ...
Avoiding Agent Collision Over Tickets
It is quite common for an agent to start replying to a ticket without knowing that another agent is already working on it. It eventually ends up with customers receiving more than one response to their support ticket. This sort of chaos can occur not ...
Viewing Happiness Rating Score
To understand your customers better, you need to be attentive to them whenever you are in touch with them. Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas: Ticket Details Page Contact List & Details Page Account ...
Creating Custom Ticket List Views for Ratings
Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or ...
Filing Tickets as Bugs - Zoho BugTracker
Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal. To file a bug: Go to the ...
Working with Chat Sessions
The Chat Dashboard is where you can chat with visitors and view their details. When you pick up a chat, you will be redirected to the Chat Dashboard [module] in Zoho Desk. At the end of your chat session, a transcript of your conversation will be ...
Viewing Keyboard Shortcuts
Zoho Desk provides several keyboard shortcuts that allow you to manage your help desk modules like Tickets, Activities, Knowledge base, etc. You can execute most routine tasks with simple keystrokes like replying to tickets, adding calls, navigating ...
Using the Three-pane Ticket Interface
By default, the ticket information in Zoho Desk is displayed in two panes. You can view a ticket's properties in the left pane and its details on the right. This two-pane layout is spacious and helps you to see more information on the screen at one ...
Star Ticket List Views in Zoho Desk
Stars are a way to mark ticket list views, as important. When you star a list view, it stays at the top of your left panel so you can access them later. You can star up to 15 pre-defined or custom list views in Zoho Desk. The views that you star are ...
Viewing your Performance Scorecard
The agent scorecard is a graphical representation of your performance in Zoho Desk. It consists of four informational tools to monitor your efficiency, service and customer support quality. Providing real-time visibility of across all support ...
Inviting Customers to Help Center
Although your customers can submit their tickets through various channels, they can track their status only when they have access to your Help Center. There are two ways, for your customers to access your Help Center: Create their own user account by ...
Creating Table of Contents in Articles
The table of contents helps you organize a particularly long article so that readers can quickly locate relevant information. It uses the hyperlinks pointing to anchors (or bookmarks) so that readers can go directly to the corresponding section in an ...
Using Text Styles in Articles
The text styles allow you to apply a set of formatting choices to your article to make the content stand out. You can apply the attributes such as background color, text indentation, and icon in styles to paragraphs. When you select a style, you ...
Creating and Using Snippets in Ticket Responses
The snippet is a handy feature that helps you add texts you often include in ticket responses quickly. The responses can be as generic as "Thank you for contacting Zylker." or as specific as "Dear Martha, This is Steve, and I'm getting in touch with ...
Initiating Remote Assistance Sessions inside Tickets
Remote assistance allows you to view and take control of remote PCs to resolve customer issues instantaneously. During a remote session, you can transfer files, chat with the customer and even share your own desktop with them. Once the session ends, ...
Updating your User Preferences
The preferences are settings and options you may select to tailor the help desk according to your needs. For example, by default article suggestions will appear when you click Reply inside a ticket. You can disable this feature under preferences so ...
Using Ticket Peek
Ticket Peek is a lightweight preview screen that helps agents respond to support tickets from the ticket listing page. When an agent peeks into a ticket, they can see every interaction the support team has had with the customer, as well as the ...
Creating Private Email Conversations
Ticket conversations are public that shows up for customers in the Help Center. But, what if you want to engage with someone without the conversation ending up in your customer's inbox? The ability to exchange private email conversations helps you in ...
Using Article Versions in Knowledge base
Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...
Importing KBase Articles
You can quickly import your existing list of KBase articles into Zoho Desk. Rather than type or copy-paste articles into the editor, import them from your desktop or a cloud storage service one at a time. When you import a file, the file name and its ...
Archiving Custom Views
It is typical for you to create custom list views to filter out records based on specific criteria. But what if you accumulate way too many over time. You may need to trim down the number of custom views to quickly locate and retrieve the most used ...
Setting up 301 Redirects for your KBase Articles
You can change the URLs of articles real quick, and there is no special trick to it. For example, you may want to remove the usage of dates to make the content timeless or update the URL to be in sync with a new title. Or maybe you just didn’t give ...
Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
Viewing Article History in Knowledge base
It is not unusual for a knowledge base article to undergo multiple updates both during drafting and once published for customers. But keeping track of what is going on around an article is equally important. It will save you a lot of headaches when ...
Setting an expiration date for KBase articles
Knowledge base articles can be time sensitive. Perhaps you have content like announcements or event details that are going to end. Or maybe you have an impending update to the interface that risks the article becoming irrelevant. In these cases, you ...
Tracking your time spent
The Time Tracking feature allows you to track time spent on tickets and activities (i.e., tasks, events and, calls) at the most granular level possible while also adding billable time entries based on predefined costs. Depending on how your ...
Customizable Table View for Tickets
The table view displays tickets in rows and columns, as in a spreadsheet. Each row displays a ticket, and each column shows a ticket property (i.e., a field). This enables you to view the properties of tickets without having to open the ticket ...
Sending outbound emails from Zoho Desk
Zoho Desk isn't made to be an email client, but that shouldn't stop you from sending that occasional holiday greeting or a thank you note to your customers. The Send as email feature enables you to do just that, allowing you to reach out to your ...
Predefined and Custom Event Views
You could create an event for time-bound activities like meetup or demonstrations for your customers to introduce them to the newly launched feature or a product. These events can then be grouped together based on a defined set of criteria using List ...
Predefined and Custom Call Views
Call List Views are used to group your calls based on a defined set of criteria. For example, you can see a list of the calls that were missed, completed or are due today. Besides these, you can use the Call Views to change owner or update two or ...
Predefined and Custom Activity Views
The Activities module is where you can create and keep track of all the tasks, meetings, demos, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from ...
Cloning a Zoho Desk ticket
The ticket cloning feature enables you to create a new ticket by duplicating an existing ticket. This is particularly useful when you need the same ticket to be created for different contacts or to onboard new hires enabling them to solve an existing ...
Add, Edit and Delete Events
If you intend to schedule an activity in Zoho Desk that has a specific place, time, and duration, you must use events. By using events you and your customer support teams can keep better track of your programs and schedules. For example, If you’re ...
Add Edit and Delete Calls
Calls are the most important of all customer support activities. The phone is where customer issues are received, and it is usually where they’re closed. So it is essentially an activity that must be logged. Call logging is essential to precisely ...
Working with Activities in Zoho Desk
The Activities module is where you can create and keep track of all the tasks, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an ...
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