Overview

Overview

Zoho Desk is a cloud-based help desk software built to manage customer support efficiently. It empowers teams to deliver faster, more personalized, and consistent support experiences across channels—email, phone, live chat, social media, and self-service portals.

With automation, AI, analytics, and full integration into the Zoho ecosystem, Zoho Desk helps support teams reduce ticket resolution time, improve agent productivity, and boost customer satisfaction.


🔑 Key Features of Zoho Desk

🎫 1. Ticket Management

  • Convert support queries into organized tickets.

  • View full ticket history, customer info, and interactions in one place.

  • Assign tickets manually or automatically to the right agents.

🤖 2. Automation & Workflows

  • Set rules for ticket routing, escalation, and SLAs.

  • Use Blueprints for process-based automation.

  • Trigger alerts, update fields, and send notifications automatically.

💬 3. Multi-Channel Support

  • Handle tickets from:

    • Email

    • Phone

    • Chat

    • Web forms

    • Social media (Facebook, Twitter, Instagram)

  • Manage all interactions in a unified interface.

📚 4. Self-Service Portal & Knowledge Base

  • Create a branded help center for customers.

  • Publish articles, FAQs, and guides.

  • Embed videos and offer community forums.

🧠 5. AI & Zia Support

  • Use Zia, Zoho’s AI assistant, to:

    • Auto-tag and assign tickets

    • Suggest responses

    • Predict sentiment and priority

📈 6. Reports & Dashboards

  • Monitor ticket trends, agent performance, and SLA compliance.

  • Build custom dashboards for live tracking.

  • Schedule reports for regular updates.


🔄 Integrations

Zoho Desk integrates natively with:

  • Zoho CRM, Zoho People, Zoho Analytics, Zoho SalesIQ, and Zoho Projects

  • Third-party tools like Slack, Microsoft Teams, Jira, Gmail, and Outlook

  • Extend functionality using Zoho Marketplace and APIs.

    📲 Mobile App Access
         Manage your help desk on the go with Zoho Desk’s mobile app (iOS & Android):

    • Respond to tickets

    • View SLAs and customer history

    • Push notifications for real-time alerts

🛡️ Security & Administration

  • Role- and profile-based permissions.

  • Audit logs and data backup.

  • GDPR tools, SSO, 2FA, and IP restrictions.


🎥 Watch: Zoho Desk Overview Video

This video provides an introduction to Zoho Desk, showing how to manage tickets, automate workflows, and measure customer service performance.



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