Prioritize, Manage and Close Your Customer Support Tickets
With Zoho Desk, help desk management software, you have control over customer tickets submitted to the support team via phone, email, or web form. You can set priority to an incoming ticket and then close those tickets in the preferred order.
Create a Help Desk Solution for Your Support Team
Improve your resolution time and customer service by creating a Knowledge Base of customer support articles with Zoho Desk. This will allow your support staff to provide appropriate solutions for customer tickets effectively.
Provide a Help Center
Help your customers proactively before they contact your support team. With the Help Center, you can create a Knowledge Base for your customers that is available to them 24/7. This feature also allows customers to create a ticket and track it online, eliminating the need to contact your support center.
Manage Contracts and Service Level Agreements
When a customer ticket is created, Zoho Desk will take into account an appropriate resolution time based on your business hours. If those parameters are missed, the ticket will be escalated automatically. You will also be notified when a service agreement or contract is about to expire. You can also use the advanced workflow feature which allows you to automate assignments, alerts, emails, and create tasks.
Create Standard and Customized Reports
Get detailed reports including all the important facts about your support center's performance. You can determine the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.
Customize Your Help Desk
Control the look and feel of your help desk by customizing working tabs, staff roles and profiles, departments, workflow rules, email templates, web forms, business hours and parameters, help folders, catalog, accounts, contacts, and more.
Zoho Desk is a support desk platform that helps you deliver top quality customer support to your clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far.
The primary contact is the person who initially set up your Zoho Desk account. You can change the primary contact of your help desk when required. Please keep in mind that only administrators can change the primary contact in your Zoho Desk.To change the primary contact:
Log in to Zoho Desk with Administrator privileges.
Click the Setup icon in the top menu.
Click Company under theOrganization menu.
Click the Edit icon on the Company Details page.
hoose your primary contact from the selections available in the drop-down list.
Only Admin users will be listed here.
The updated primary contact will be displayed on the Company Information page.Note:
Only the email address of active users with administrator's privilege can be set as the primary contact.
After your trial expires you will need to purchase a monthly/yearly subscription. Your trial account will become your permanent account with all of your data and customization remaining snuggly intact.