This tutorial was taken from our Zoho Desk Full Product Overview Webinar. Here is a brief summary of the topics discussed in this video:
1. Ticket Management:
- The core feature of Zoho Desk is managing tickets.
- Tickets can be created and viewed in various ways.
- Tickets can be assigned to individuals or departments.
- Ticket properties can be customized, including status, due date, and tags.
- Agents can customize their view, with options such as Classic, Compact, and others.
- Tickets can be assigned based on skills, departments, and teams.
- Timelines give an overview of the ticket’s history.
- Conversations and resolutions for each ticket can be viewed and updated.
2. Integration and Communication:
- Integration with Zoho CRM and campaigns is available.
- Communication can be done via email, call, or through forms on your website.
- Tickets can be linked to contacts, leads, or vendors.
- The system allows for parent-child ticketing, linking related issues.
3. Knowledge Base:
- The knowledge base can be used for responding to tickets.
- Articles from the knowledge base are suggested based on the information in the ticket.
- Ticket resolutions can be saved to the knowledge base.
4. Customization:
- Customizable views, including the ability to create custom views.
- Customizable ticket properties, including fields and statuses.
- Different departments can have different layouts and fields.
- Bulk import feature is available for adding picklist values.
5. Time Tracking:
- Time spent on each ticket can be tracked.
- Charges can be applied based on agent cost per hour.
6. Administration:
- HQ tab provides an admin-level dashboard with various graphs and lists.
- Agent queue can be reviewed for an overview of each agent’s tickets.
- The system allows for team queues.
7. Reporting and Analytics:
- Reports on various aspects of ticket management, agent performance, incoming threads, and more.
- Dashboards and reports can be customized.
- Scheduled reporting is available.