Introduction
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 ...
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 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 ...
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 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 ...
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 ...
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 ...