Each business is different in its own way. Likewise, each customer is different in his/her own way. A single all-encompassing customer support approach might not really hold good in real life. That’s one of the trickiest things in managing a customer support helpdesk.
There’s the customer who gives you so much of revenue directly. Then, there’s the customer who refers so many new customers to you. There’s also the customer who needs a little more help from your side. Oh, and there are many more kinds as well. How do you keep an eye on each of them and serve them differently, every single time?
We’ve finally solved that puzzle. Or, so we think. Zoho Support now has the next level of customization in workflows. You can create request-driven workflows for specific accounts or contacts imported from Zoho Support into Zoho CRM.
So, if Bob is your high-net-worth client, his request gets handled in a certain way.…
On a daily basis, various people get in touch with your business. They could be leads, prospects or customers. It’s only fair that your software understands each of them in the right context. Zoho CRM helps you manage your leads and prospects while Zoho Support allows you to support your customers. They’re both really brothers in arms, in a sense. They both go hand-in-hand.
But then, how can they work together for your business if they don’t manage your contacts well enough. Earlier, Zoho Support let you import contacts from your Zoho CRM account manually. Since then, we’ve only wanted to make it much easier for you. How, you ask? Automatic, that’s how.
We’re happy to announce automatic import of your Zoho CRM contacts to your Zoho Support portal. For all practical purposes, your Zoho CRM contacts database would be your master database.…
The typical day of the Helpdesk Coordinator here at Zoho Support is pretty exciting… Receiving hundreds of requests everyday, it is he who manually assigns ownership to each one of them. Though this can be accomplished using Workflows, we realized it was not an obvious solution for our customers. Also, it is quite common for us to receive a request related to Zoho CRM in the Zoho Support department which often required a manual move.
We committed ourselves to find a solution for these productivity guzzlers and so is the release of a simple, yet powerful automation
feature – Request Assignment Rules.
So what is Request Assignment rules and how can it replace your helpdesk coordinator?
Request assignment rules can be used to move a request to an appropriate department and further assign ownership to it in the new department.
Which username do I need for this service again? Wait, I am not even signed up…
We’ve all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers.
Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password they already use for your other services.
In the past your customers had to register and keep track of an entirely different credential to log in and submit a ticket, but now, with Remote Authentication enabled, your customers will have quicker and easier access to the solutions they need.
Now your customers can securely access your portal within Zoho Support based on the login credentials they already have for your website.…
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. Hooray! the bug is now routed to our Support Management project in Zoho BugTracker.
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.…
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 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.
To be honest, our old UI was probably not that great in terms of ease of use. We received feedback that one needed to scramble across the UI for updating a ticket property, creating a view and searching for it in the drop-down was tedious, recently visited views were located on to your right etc.…