TICKET MANAGEMENT
E-mail tickets – Available
(Convert emails into tickets automatically when you add email as a channel.)
Comment in ticket – Available
(Add private comments to internal teams.)
Private conversations in ticket – Available
(Converse with external agents and consultants, and quickly resolve problems on the same ticket without notifying the customer until you wish to.)
Spam tickets – Available
(Mark tickets as spam.)
Ticket history – Available
(See the activity on a ticket in chronological order.)
Ticket resolution note – Available
(Make internal notes about successful solutions to issues.)
Ticket tags – 10/Ticket – Available
(Add labels to tickets to organize them intuitively.)
Add resolution as KB – Available
(Directly add the ticket resolution as an article in your Knowledge Base.)
Customer happiness ratings – Available
(Automatically ask customers to rank their happiness with the service, and keep track of results.)
Suggested articles – Available
(Pulls relevant answers from your FAQs and Knowledge Base and displays them alongside the ticket).
Merge tickets – Available
(Merge similar tickets into a single one to avoid redundancy.)
Split tickets – Available
(Split up a ticket with more than one topic, for better accountability.)
Clone ticket – Available
(Create duplicate tickets whenever required.)
Ticket timeline – Available
(See a timeline of all the past tickets from a particular customer.)
Read / Unread tickets – Available
(Change the status of the ticket from read to unread and vice versa.)
AGENT PRODUCTIVITY
Quick ticket view (Peek view) – Available
(View ticket content from the list view, without having to open it.)
Response editor with rich text support – Available
(Format your responses for better clarity and understanding.)
Advanced search – Available
(Search across all modules from a single place.)
Response draft – Available
(Save in-progress responses as drafts automatically.)
Table view – Available
(View tickets in a simple table, with all the columns you need to see.)
Keyboard shortcuts – Available
(Use keyboard shortcuts to perform routine ticket tasks.)
Agent queue – Available
(Quick way to access open tickets under each agent.)
CUSTOMER SUPPORT CHANNELS
Email channel – Available
(This refers to your support email address.)
Help center – Available
(Set up a self-service portal for your customers.)
Feedback widget – Available
(Add the Advanced Web Form as a portable widget to your website.)
Advanced web forms – Available
(Allow potentials and customers to log tickets via forms on any web page.)
X (Twitter) – Available
(Receive and respond to tickets via X (Twitter) directly from Zoho Desk.)
Facebook – Available
(Receive and respond to tickets via Facebook directly from Zoho Desk .)
Instagram – Available
(Receive and respond to tickets via Instagram DMs directly from Zoho Desk.)
HELP DESK AUTOMATION
Notification rules – Available
(Use rules to notify agents and customers about progress made on tickets.)
Macros – Available
(Combine actions performed frequently on tickets into macros that can be manually applied .)
Workflow rules – Available
(A set of actions that are executed when certain specified conditions are met.)
TICKET ASSIGNMENT RULES
Direct assignment to agents and teams – Available
(Write rules to automatically assign tickets to specific agents based on criteria you set.)
SERVICE LEVEL AGREEMENTS (SLA’s)
Number of SLAs – Available
(Service level agreements (SLAs) help you manage response and resolution time by automating actions based on ticket deadlines.)
Stop the SLA clock (On hold state) – Available
(Pause response time counter when progress cannot be made on a ticket.)
Multi-level escalations – Available
(Write rules to establish an automatic escalation matrix for your tickets.)
HELP DESK WORKING HOURS
Business hours – Available
(Define the hours within which your teams will work on customer tickets. This can be used for time-related automations and SLAs.)
Holiday list – Available
(Create holiday lists based on the regions and timezones in which your agents work.)
HELP DESK CUSTOMIZATION
Custom email templates – Available
(Create your own email templates for notifications and agent responses.)
Customize tabs – Available
(Rename, hide, and reorder the tabs at the top of the Zoho Desk interface.)
Customize form fields – Available
(Use field layouts to customize fields and field values pertinent to each department.)
Custom views – Available
(Use filters to list just the tickets you need to focus on.)
Starred views – Available
(View important tickets at the top of the left panel by staring them.)
Custom fields – Available
(Store additional information relevant to a ticket using custom fields.)
Custom ticket status & status grouping – Available
(Create customized statuses for your tickets.)
PERSONALIZATION
Helpdesk appearance – Night mode – Available
(Switch between light mode, night mode, or auto-mode based on your surroundings.)
Display screen settings – Available
(Choose the most suitable display layout that is optimal for your screen resolution.)
Display font control – Available
(Select your preferred font style and size.)
Reply editor font controls – Available
(Select the default font type and size for your email description and reply editors.)
Reply button behaviour – Available
(Select the reply actions you want the button to display by default.)
Landing page settings – Available
(Select the default home page that appears when you log in.)
Reply – article auto suggestion – Available
(Get article suggestions while replying to tickets.)
Default send behaviour – Available
(Set default send behavior for ticket as Send & Close or Send.)
Multi-language support – Available
(View Zoho Desk in any of the supported languages.)
Date & time format control – Available
(Select a date & time format based on your preference or locale.)
RE-BRANDING
Custom domain mapping – Available
(Connect Zoho Desk with your website domain.)
HELP CENTER
Private knowledge base for agents – Available
(Create a private repository of solutions for your agents to access.)
Article versioning – Available
(Keep track of multiple versions of your KB articles.)
CUSTOMER MANAGEMENT
Contact & account information management – Available
(Record customer details as contacts, and group them into common accounts.)
Private notes for contacts & accounts – Available
(Make internal notes about customers for the team’s future reference.)
Dedicated owners for contacts & accounts – Available
(Assign dedicated agents within your team to specific customers.)
Contact & account custom fields – Available
(Create custom fields to store additional information about your customers.Contact & account insights)
Merge contacts – Available
(Merge contacts to avoid redundancy or duplication.)
Merge accounts – Available
(Merge accounts to avoid redundancy or duplication.)
Custom views for customers – Available
(Create filters to view a list of customers you need to focus on.)
ANALYTICS
Agent dashboard- Available
(Track all agent performance parameters along with agent information and current availability)
Predefined reports- Available
(Get more than 100 built-in reports that offer relevant insights across different modules)
Ticket overview dashboard- Available
(View and track your vital ticket metrics in a single dashboard)
Ticket status dashboard- Available
(View tickets according to their statuses, default and custom)
Customer happiness dashboard- Available
(Track customer satisfaction levels over a given period of time in a single dashboard)
AGENTS & PERMISSIONS
Profiles-Default (Non-Editable)– Available
(Manage permissions to modules, fields, and utilities by categorizing agents under different profiles)
Roles-Default (Non-Editable)– Available
(Create roles to replicate your organization chart and assign a profile to each role accordingly)
ADD-ONS & INTEGRATIONS
G suite- Available
(Collaborate and share information from your GSuite account to Zoho Desk easily)
Zoho Assist-1 free user- Available
(Help customers actively through screen-sharing powered by Zoho Assist)
MOBILE APPS
Radar app for Zoho Desk- Available
(Vital stats curated in real-time for managers and agents)
Zoho Desk app- Available
(Collaborate from anywhere effortlessly, with Zoho Desk on mobile)
SECURITY
IP range restriction (active directory)- Available
(Whitelist the IP addresses you use to access Zoho’s services and deny access attempts from networks not added to the whitelist)
CSP policy header- Available
(Prevent client-side script execution of malicious content on the web page)
SSL certificate- Available
(Keep user data secure, verify ownership of the website and prevent attackers from creating a fake version of the site)
API dashboard- Available
(Monitor and optimize API usage metrics based on functionalities specific to editions)
PRIVACY
Anonymization of agent and customer- Available
(Anonymize data subjects who reside in the European Union as outlined in the General Data Protection Regulation (GDPR))
Data center location- Available
(Choose the nearest data center country location while signing up)
DSR – Data Subject Requests– Available
(Process your client’s inquiries and serve them their required personal information that has been collected, stored, and used)
ACCESSIBILITY
Highlight critical information- Available
(Display critical information like ticket ID, ticket owner, contact details, etc. in striking color)
Underline links- Available
(Increase the visibility of links with an underline)
Emphasis focus area- Available
(Indicate the extent and clickablity of focus area by adding a border)
Animation controls– Available
(Optimize the animations and transitions across your helpdesk)
Reading mask– Available
(Eliminate distractions by focusing the text you’re reading and masking the rest)
Zoom level adjuster- Available
(Adjust the zoom level until the page is easy to view)
Screen reader- Available
(Render the content (text, buttons, images, and links) on your screen into speech or braille)
Keyboard focus navigation- Available
(Navigate between screens, switch tabs, and perform tasks using only keyboard keys)
Custom scrollbar- Available
(Replace native scrollbar with a compact scrollbar for seamless navigation while indicating the scroll position)
Focus ring- Available
(Highlights the present interactive element on your screen)
Custom cursor- Available
(Select a mouse pointer of your desired color and size based on your preferences or actions instead of a default arrow-based cursor)
Page navigation- Available
(Navigate to the section you choose to read using a keyboard instead of sequentially scrolling through the entire document)
DEVELOPER TOOLS
API- Available
(Integrate with other Zoho apps and third-party tools by adhering to RESTful principles)
DATA ADMINISTRATION
Export data- Available
(Export your data in CSV format from individual Zoho Desk modules)
Import history- Available
(Keep track of all the times you’ve imported data into your help desk)
Import data- Available
(Import accounts, contacts, tickets, and other important data into your Zoho Desk portal)
DATA MIGRATION
Migration from other help desk- Available
(Make the switch from Zendesk or Freshdesk with extensive support from our team)
SUPPORT
Email support- Available
(Reach Zoho’s customer support teams via email)
Phone support- Available
(Reach Zoho’s customer support teams via phone)
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