Author Archives: Tripti

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

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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. We now have main options that comprise groups of sub-options. For example, we have an option called Rebranding. The sub-options available under Rebranding include Logo, Domain Mapping and Portal Name.…

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    Increase the Efficiency of your Customer Support with Zoho PhoneBridge

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    Tired of frantically trying to look up the most recent request sent by a customer (who is on hold!)? Well, we have a solution for you, Zoho Support’s latest feature – Zoho PhoneBridge. 

    This feature connects your telephone system (PBX) with your Zoho Support account.  You can receive notifications about incoming calls and outgoing calls. When you receive a call, key details about the customer appear in a popup on your screen. You can view the customer’s name, e-mail ID, telephone number and 4 of the recent open requests belonging to them.
    Key Features
    The key features of Zoho PhoneBridge include the following:
    • Manage your incoming and outgoing calls
    • Click-to-dial
    • View the details of a contact or account when you receive or make a call

    • Associate calls with tickets
    • Enter the time spent on each call automatically
    • Generate reports to view the amount of time spent, by support representatives, on each call
    • Create multiple Zoho PhoneBridge groups to enable better customer support
    Supported PBX Systems
    The PBX systems that we currently support are:
    • Asterisk 1.4
    • Elastix 1.6
    • Trixbox 2.6

    This document explains how to enable the PhoneBridge feature in Zoho Support.

    …


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