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 LogoDomain Mapping and Portal Name.

  • Easier Access: It is easier to access the various options required to set up your Zoho Support account. When you click on a setup option, you can view all the options grouped under it. This allows you to switch from one option to another easily. You can also access the Setup options from the bar on the left-hand side of the Zoho Support UI.
  • Simplified SLAs and Workflows: Earlier, you had to create SLAs and associate them with contracts and support plans created for accounts. Now you can create SLAs and associate them directly with accounts. The process of setting up a workflow and associating alerts and tasks to it is much simpler in the new setup.
Check out our new UI and let us know what you think. You can leave a comment here or send us an e-mail at support@zohosupport.com.

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.

We would like to hear what you think about our new feature. Write to us at support@zohosupport.com or post a comment below.