Zoho Desk is one of the most feature-accomplish IT support and helpdesk solutions available to small to midsize enterprises today. The platform provides a free schedule for up to three agents and caters as a gateway to Zoho’s wide arrange of other products.
As with those services, Zoho goes on adding functions to enhance Zoho Desk, creating on an already rich function set that includes advanced features such as voice over IP (VoIP) and social media integration, as well as data analysis for managers observing customer interactions and service level agreements (SLAs). Although it doesn’t provide support for Information Technology Infrastructure Library (ITIL) practices including change management, problem management, and asset management, Zoho Desk is an ideal option for customer-facing support teams. Even the free version is usable, particularly for test goals or for smaller businesses that may not ensure they need such a product. It helps work modes, forums, knowledge base, custom branding and domain mapping, SLAs, basic reports, and remote support for one user. The Pro version has advanced SLAs with business hours, automations, multichannel support, integration with other Zoho apps, cloud telephony integrations, customer satisfaction ratings, social media support, and advanced reporting.
The Enterprise tier goes over every box in features table except for asset management, which is particularly limited to solutions that provide full ITIL support (and pricing to match) for $25 per user per month. It involves support for several brands in the customer portal, custom ticket templates, report scheduling, role-based access control, live chat support, and the Zia AI platform (currently in beta). Unlike ServiceDesk Plus, which is also owned by Zoho, Zoho Desk is not available as a standalone on-premises app but only as a handled cloud service.
As you can find, Zoho Desk’s costing is very competitive, topping out at $25 while HappyFox brings out at $29 per user per month. Freshdesk’s free Sprout tier doesn’t limit how many of agents and its Blossom tier is a thrifty $15 per user per month, however many Freshdesk functions are unavailable when you pay for the Estate level with price at $49 per user per month.
The Data Processing Agreement Software – Setup and Getting Started Zoho
Zoho carries out a good task keeping things basic, starting with the free version, which allows an IT department test the basic system without even having to offer a credit card number. New accounts have access to the entire Enterprise service level for a 15-day trial period, which may be widen up to 45 days by reviewing the product. During initial account creation, you can either perform popular configuration steps or simply start using Zoho Desk and configure it later. Zoho Desk even helps migration from Zendesk or Freshdesk through the Zwitch function.
Tickets may be built via email or the customer portal, both of which can be adjusted heavily—email by configuring outgoing email, adding additional support addresses, and setting options for controlling how email info is utilized, and the portal by adjusting the knowledge base or adding community functions (forums and gamification).
Zoho Desk provides unique customization functions for the agent interface. Top-menu modules can be reordered or disabled completely and different components can be renamed to more successfully align with your business demands. Individual views can be adjusted to a high level: optimizing field placement as so to facilitate success data entry, removing unnecessary fields or requiring important information, or even setting field-level permissions.
The Data Processing Agreement Software – Ticket Management
As with Freshdesk or HappyFox, tickets can be built through the customer service portal, email, or Facebook or Twitter. Zoho Desk’s ticket management UI offers basic ticket aggregation through any social media channel or directly through your company’s portal. Managers can simply drill down to incident details or view tickets by agent, keyword, issue, or customer. While there is no dedicated asset management system, it’s certainly possible to build an asset tag entry on the customizable ticket form as well as user names that could permits agents to present limited asset-management-style searches, such as seeing whether the user or his or her PC has had issues in the past. Managers can also observe SLAs by department, user, or company.
The Headquarters function offers an administrative dashboard of what’s occurring within the support team, with a handful of basic widgets and the capability to see which agents are active. One of the neatest functions you’ll see in Zoho Desk is a customer satisfaction dashboard, which presents whether a select group of tickets has been resolved or is still open. While the Headquarters dashboard offers you some important data at a glance, you can’t configure the dashboard outside of a couple of filters here and there.
Zoho Desk allows you to sort open tickets based on when they were built, which are overdue, which are due within two or three hours, and so forth. You can classify tickets by priority if time isn’t an aspect. The integration will automatically pull in customer relationship management (CRM) contact information to allow you to know if you’re dealing with a major client.
There are multiple nuances to the Zoho Desk interface which improve efficiency once mastered. Tickets can be opened completely or easily viewed using the Peek button, which overlays ticket details over the ticket list. Peek view offers you all the pertinent details, including suggested articles from the knowledge background and a ticket history for the customer. Both views show all the conversations and comments that have been accommodated on the ticket by previous agents. This involves sales data pulled from the CRM tool as well. If there’s an open ticket, when it’s closed in Zoho Desk it automatically changes to the closed column and all the service information is updated in real time in Zoho CRM.
A few efficiency tools deserve to call out. Snippets can be configured by end users permitting them to build out popular responses using replacement variables including both agent and customer details. Agent collision supports prevent several agents viewing or responding to the similar ticket by placing notifications both in your notification menu and within the ticket, minimizing wasted effort and potential conflicts. Macros are handled by an administrator and can incorporate multiple steps to be performed against a ticket when triggered.