Zoho Support

Bridge the Gap between your Customer Support and Engineering…

| By Siddharth
0

Don’t stop with tracking your tickets to closure. Now submit a bug for a ticket and track them too.

We are glad to announce that Zoho Support is now integrated with Zoho BugTracker. Organizations using Zoho Support and Zoho BugTracker can ensure seamless communication between your customer support and engineering teams. Your support agent can file a bug for a ticket which can be tracked till closure by staying within Zoho Support. Also both the teams can collaborate on a bug/ticket by leaving a comment in them, which stays synchronized between the applications.

The Zoho Support + Zoho BugTracker Integration: Our Story

Lawrence our customer support executive, receives a ticket for a glitch in our feature. He quickly goes through the ticket and files a bug for it.

…


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Just In: Engage and Support your Customers in Twitter and Facebook with Zoho

| By Rodrigo Vaca
1

We are excited to share with you the newest update to Zoho Support. We have just enabled social media integration with Facebook and Twitter so you can engage and support customers through those channels, seamlessly integrating Tweets and Facebook posts into your existing operation to increase your social reputation while improving your overall customer experience. Today’s connected customers expect a high level of support – and customers are increasingly taking to social media to get their problems fixed. You need to make sure you’re listening and have the right tools to face this new reality. Zoho Support helps you do exactly that.

Listen to your customers, wherever they are

For your business, hearing directly from customers is the most valuable aspect of social media and with Zoho Support you can tap into this resource and listen to what your customers are saying about you.…


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Zoho Support: Monitor your helpdesk with Time based Actions

| By Siddharth
3

We at Zoho Support continue to concentrate on just one aspect. Helping your business to provide an awesome customer support. In this endeavor, we have come up with a slew of value adding features & enhancements to entice you as usual. Let’s start with the first big thing.

Do you want to be notified when a new ticket remains un-assigned for extended number of hours? Similar, when your agent hasn’t responded to a ticket since first assignment. The wait is over! With time based actions you can supervise your helpdesk every hour and trigger notifications for actions like mentioned above. Besides sending notifications, you can assign tasks and update fields as well.

Here is a demonstration of one of the most common uses of time based actions. Specify the following criteria under time based action:

 

 

This time based rule would automatically close tickets in 48 hours after they have been re-solved.…


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The New Zoho Support: Close Tickets Even Faster

| By Siddharth
1

At Zoho Support, we strive to build and maintain quality helpdesk software. Our development team is relentlessly working on rolling out new features that help simplify the process of providing customer support.  In this endeavor, we have released a sleek new UI that offers improved usability and faster navigation.

Let’s take a look at the enhancements and additions in the new UI.

The Interface

The new UI is an effort towards unifying the vast range of Zoho products so that users enjoy a consistent, smooth experience while navigating between products. Our intention is not only unify the Zoho experience, but also to cut down scrolls, increase ease of access and make it more spacious.

Usability

To be honest, our old UI was probably not that great in terms of ease of use.…


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Introducing Zoho Support Express Plans complemented with a brand New UI

| By Siddharth
2

We are excited to introduce Zoho Support Express, our latest plan for small businesses and do-it-all teams. Also we are out with a simplified new UI which is easier to access, spacious and faster.

Our Express plans are designed keeping in mind the requirements of small businesses that find regular plans beyond their budget and those not having earmarked support agents. Let’s delve into more information on why you need to try our Express plans and what’s different in it.

Why a new plan?

Being an ideal helpdesk for small and medium businesses, Zoho Support has its regular plans starting from USD 12/agent. However several of you have said, your monthly support costs have soared and neither have you utilized the features to its maximum.…


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It’s Out! Zoho Support’s Brand New Setup UI.

| By Tripti
2

It’s been a year since Zoho Support was launched. Our customers used it, liked it, gave us feedback- positive and negative, asked for new features, made suggestions and proposed ideas. This is what we came up with: a new Setup UI, with a clean, compact look designed to help you set up your Zoho Support account easily.


What’s Changed?
Here’s a quick list of what has changed:
  • We’ve gone monochrome…kind of: We decided to go monochrome and retain the use of the Zoho colors. There’s no specific reason for this :) . We thought that the yesteryears look will add some pizzaz to our UI. What do you think?
  • Better Organization: We have re-organized the options available in the Setup UI.…

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    Zoho Support: Our new addition to Google Apps!

    | By Siddharth
    1




    So you’ve moved your business onto the cloud, subscribed for a Google Apps account and provided your employees the benefits of interacting with customers on the web. But how do you manage the plethora of daily customer e-mails and support tickets? Tracking these discussions (who replies to whom and when) can quickly become a nightmare. 




    This is where

    Zoho Support     comes in. As a full-fledged, web-based help desk service, Zoho Support can ease your process of managing customer needs and add value to all of your hard work! So today, we here at Zoho are excited to announce our latest addition to the Google Apps Marketplace: Zoho Support​​.




    The Google Apps and Zoho Support Integration now lets you:







    • Use

      Single sign on

      for users to access Zoho Support directly from the universal navigation bar in Google Apps




    • Add users from Google Apps into Zoho Support

      as support representatives



    • Import contacts from Google Apps

      into Zoho Support as customers

    To learn more about these features and more ways to use Zoho Support, check out

    Zoho Support for Google Apps    .​​
    You could also check out the list of all

    Zoho services integrated with Google Apps    .    …


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