Is Zoho Helpdesk A Stand Alone Service

Zoho Desk—The complete enterprise solution for MSPs

You accept thousands of support tickets that come in on a daily ground. However, the level of complexity differs on each one, and therefore, the way you lot treat them needs to exist different. Zoho Desk-bound helps you handle each ticket the fashion it should be handled, with advanced reporting, automations and multichannel capabilities.

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How can Zoho Desk-bound aid your visitor?

• Context-aware ticket direction

  Multi-section: Your teams deal with a large number of tickets with different levels of complexity. However, this doesn't have to be a complicated process. Zoho Desk-bound lets y'all ascertain multiple departments so you have split tiers specializing in different levels of support. Moreover, within each section, you have the flexibility to group agents into teams.

  Multichannel: Being Managed Service Providers having multiple email addresses and phone numbers can create a off-white amount of back-and-along for agents replying to customer requests. Zoho Desk'due south multichannel capabilities bring all your customer interactions via e-mail, telephone, social media, live conversation, web forms and more than, on to a single screen.

  

  However, keeping runway of conversations that aren't bachelor in writing requires a more layered approach. Phone conversations need to be logged, monitored, and associated with existing tickets to maintain context. Our telephony integrations make it easy for yous to streamline and monitor your on-telephone call services.

  

  

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• Team-based categorization

  Zoho Desk provides you the flexibility to group support agents into dissimilar teams based on their expertise or the project they're working on, so tickets go to the right teams all the time. If an agent is unavailable, the ticket can exist taken upward by another individual in the squad. This fashion, your service goes on uninterrupted.

  

• Multi-brand Help Centers

  Equally an MSP, your visitor deals with a large number of brands. You can now enable self-service portals and communities for all these brands, personalized to suit each of their requirements. Create multiple portals with a different set of FAQs, articles, and alive chat widgets for each make you lot service. The all-time part? All chat conversations from different portals get routed to a single interface. Within each portal, you can use the Community to postal service announcements and host AMAs.

• "Our visitor has been trying a lot of assistance desk apps for a long fourth dimension, always feeling that something is missing, Zoho Desk-bound helped us to change that "

  Felipe QuicenoManaging director

• "Easy to gear up upwardly, dainty design, and easy to navigate. Great value for small projects and tin be scaled to larger projects at any time."

  Alexander BuhlerManager

• "As a platform, it has a simple user interface and can be customized according to our specific requirements without much try. The customer service team at Zoho has provided us excellent support likewise"

  Swaroop NaikSenior Manager

• Prospect and pb data console
• Service Level Understanding
• Automating and triaging
• Reporting and Insights

Prospect and lead information console

Zoho Desk's deep integration with Zoho CRM makes it like shooting fish in a barrel to manage and retain high-value clients, up-sell, or cantankerous-sell without losing whatsoever fourth dimension. Your support team can view the CRM status of every ticket, the customer's previous interactions with the sales squad, bargain size and more, to gauge the level of attending the prospect requires. Your sales squad, on the other mitt, gets notified about the ticket activity, and can reply to them from inside Zoho CRM.

Service Level Agreement

With SLAs, you tin can specify the response and resolution fourth dimension for a ticket based on criteria like priority, channel, time due, and customer type. Contracts ensure that you stick to the client support plans that you've agreed to for the specified fourth dimension.

Automating and triaging

Ticket Assignment: Using Zoho Desk's automations, at that place are two ways to reduce the bottlenecks and delayed response times that MSPs are decumbent to:

• Round Robin: Distribute tickets evenly to all your agents based on the limit that y'all ready. With minimal intervention, Round Robin ensures that no ticket goes unassigned.
• Criteria-based consignment: You lot can besides ensure that specific kinds of tickets are handled by specific agents on your team. This increases the rate of first-call resolutions.

Workflows: Associate rules, tasks, and alerts with multiple weather condition to ensure that piece of work goes on smoothly. Y'all can also define rules to automatically escalate a ticket that'southward past its due time, notify the manager immediately, and too re-assign the ticket to a dissimilar agent.

Reporting and Insights

Zoho Desk offers dashboards and custom reports that you can use to ameliorate your client support. The HQ provides all the vital metrics on a single screen for a quick overview.

Managers can get more comprehensive reports on the time spent on tickets by each agent, average customer happiness levels, ticket volume split by channels and so on. They can schedule reports and create their own dashboards for effective analysis of the visitor's functioning.

Supplement your client service efforts with powerful aid desk software.

• Extensibility

  You can now integrate Zoho Desk-bound with your favorite apps from the Marketplace. The add-ons and extensions offered are from both within and outside the Zoho suite of products.

  1. Zoho CRM
  2. Zoho Books
  3. Zoho Analytics
  4. Zoho Assistance
  5. Slack
  6. Jira
  7. Salesforce
  8. Google

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  Apart from the Marketplace integrations, you lot can also extend Zoho Desk'due south capabilities with:

  • SDKs

    Use Zoho Desk'south powerful SDKs to build custom mobile apps.

  • APIs

    Integrate Zoho Desk'southward modules with other services.

  • Custom Functions

    Utilize custom code to update details in other software based on updates in your tickets.

• Mobile-starting time capabilities

  You lot can provide customer service without existence tied to the desk with Zoho Desk'south gimmicky mobile assist desk apps. Agents tin view, respond, collaborate with other teams, and reassign tickets from the Zoho Desk-bound mobile app.

  For managers, the Radar app gives agents and managers a comprehensive view of disquisitional metrics such as ticket resolution time, client happiness, live traffic, and individual amanuensis stats, on the go. This helps catch exceptions and anomalies well in time.

  

• GDPR readiness

  Zoho is certified for its compliance with the ISO 27001 and SOC 2 Blazon II. Since customer service requires that your customers submit crucial personal information to your team, which is stored in aid desk software, Zoho Desk is built to enable your business organisation to stay GDPR ready. This is made possible using fully customizable consent forms, secure information hosting and migration, and data encryption.

Is Zoho Helpdesk A Stand Alone Service,

Source: https://www.zoho.com/desk/industries/help-desk-for-msp.html

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