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Zoho Desk

Manage your customer support with Zoho Desk’s multi-channel helpdesk solution. Handle tickets from email, phone, chat, and social media, automate workflows, and improve response times.

Multi-channel ticket management

Customizable workflows

In-depth analytics and reporting

Integration with Zoho CRM

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Zoho Assist

Provide secure remote assistance with Zoho Assist. Troubleshoot devices and offer remote support from anywhere, ensuring quick resolutions to technical issues.

Instant remote support

Unattended access for maintenance

Encrypted and secure connections

Integration with Zoho Desk and CRM

Zoho FSM

Manage your field service teams with Zoho FSM. Schedule jobs, dispatch teams, and keep track of progress in real-time with a fully integrated field service management system.

Job scheduling and dispatch

Mobile app for field technicians

Invoicing and payment processing

Real-time progress tracking

Zoho Lens

Use augmented reality for remote assistance with Zoho Lens. Stream live video and provide visual guidance to resolve technical issues faster with AR annotations.

Live video streaming with AR annotations

Supports mobile devices and smart glasses

Session recording for training and future reference

Secure connections

1. Multichannel Support

Zoho Desk allows agents to handle tickets from various channels on a unified platform:

Email Support: Converts support emails into tickets and organizes them for easy tracking.
Phone Support: Integrates with telephony systems to log calls and generate tickets from conversations.
Live Chat: Allows agents to interact with customers through Zoho SalesIQ integration for live chat support.
Social Media: Respond to customer issues raised on platforms like Twitter and Facebook.
Web Forms: Automatically generate tickets from customer-submitted web forms.

2. Customizable Workflows

Automation is key to efficiency, and Zoho Desk provides customizable workflows to achieve that:

Ticket Routing: Automatically assign tickets based on predefined rules, such as agent expertise or workload.
SLA Management: Define Service Level Agreements (SLAs) to ensure tickets are handled in a timely manner. Escalation rules can be set if SLAs are violated.
Task Automation: Automate tasks such as sending acknowledgment emails, updating ticket statuses, or notifying team members based on conditions.

3. AI-Powered Assistant (Zia)

Zia, the AI assistant in Zoho Desk, makes customer support smarter:

Ticket Prioritization: Zia prioritizes tickets based on sentiment and urgency, helping agents focus on what matters most.
Suggested Responses: Zia recommends possible solutions or help articles based on the customer's query.
Anomaly Detection: Zia alerts supervisors to unusual ticket patterns, such as sudden increases in ticket volume.
Chatbot: Zia can also function as a chatbot to handle routine queries automatically, freeing up agents' time.

4. Self-Service Portal

Zoho Desk includes a branded self-service portal where customers can help themselves:

Knowledge Base: Create help articles and FAQs for customers to access solutions without needing to contact support.
Community Forums: Customers can participate in discussions and share solutions, fostering a collaborative support system.
Ticket Creation: Customers can create and track their own support tickets from the portal.

5. Analytics and Reporting

Get deep insights into your support operations with Zoho Desk’s analytics tools:

Agent Performance Reports: Track metrics like ticket resolution times, response times, and overall performance for each agent.
Customer Satisfaction Ratings: Gather feedback from customers through post-ticket surveys to gauge satisfaction.
Custom Dashboards: Visualize your KPIs and create dashboards to track metrics that matter to your business.
Trends Analysis: Use historical data to identify common issues and improve overall support processes.

6. Integration with Zoho CRM

Seamlessly integrate Zoho Desk with Zoho CRM to provide unified customer service:

Unified Customer View: Support agents have access to complete customer profiles, including purchase history and previous interactions, for better, more personalized service.
Collaboration Across Teams: Sales and support teams can work together efficiently, sharing notes and updates on customer issues.
Automated Data Sync: Keep customer records up to date in both Zoho Desk and Zoho CRM for a holistic view of customer relationships.

7. Mobile App

Manage customer support on the go with the Zoho Desk mobile app:

Ticket Management: View, respond to, and close tickets from anywhere, directly from your mobile device.
Push Notifications: Receive real-time notifications about new tickets or SLA violations.
Offline Access: Work on tickets even when you’re offline, and sync updates when you reconnect to the internet.

8. SLA and Time-Based Escalations

Ensure timely ticket resolution with Service Level Agreements (SLAs) and escalation rules:

SLA Management: Set custom SLAs for different types of tickets, defining the maximum time allowed for first response and resolution.
Time-Based Escalations: Automatically escalate tickets to supervisors if they are nearing an SLA breach.

9. Multilingual Support

Zoho Desk is designed for global businesses, supporting multiple languages for customer-facing portals, emails, and more:

Deliver support in the language of your customers, making it easier to provide high-quality service across regions.
Translate the user interface, help desk portal, and email templates to suit your global audience’s needs.

Pricing Plans

Zoho Desk offers flexible pricing to suit businesses of all sizes:

Free Plan: Supports up to three agents with basic ticketing features.
Standard Plan: Adds SLA management, time tracking, and ticket views.
Professional Plan: Includes multichannel ticketing, automation, and team management features.
Enterprise Plan: Provides AI-powered Zia assistance, advanced customization, and reporting features.

Conclusion

Zoho Desk is an all-in-one helpdesk solution that helps businesses provide exceptional customer support. With its multi-channel capabilities, AI-driven automation, detailed reporting, and seamless integrations, Zoho Desk empowers businesses to efficiently manage and scale their customer service operations.

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