Getting Started
First 5 things to do in Zoho Desk
Before you dive deep into exploring everything in Zoho Desk, take a look at the basics first. In this video we have listed 5 things you can do in your first session with Zoho Desk.
Focusing on the right tickets
Work modes help you organize all your tickets intuitively. You can use options to organize tickets based on details like ticket owner, ticket status, ticket due date, and so on.
Ways to begin your day with Desk
Agents can organize their work, stay on track of their work, and focus on what is truly important to achieve maximum productivity. Here are some ways to begin your day with Desk.
Why upgrade to Zoho Desk - Part I
Discover how you can improve every basic and essential customer service function in Zoho Desk when you switch from a shared inbox to a help desk tool.
Why upgrade to Zoho Desk - Part II
By employing a well-designed and pocket-friendly help desk tool with privacy policy compliance, Zoho Desk is the best option to build a hassle-free self-service portal for customers.
Support Channels
Stellar multichannel support
In this video, learn how multichannel support helps brands to interact with customers via a variety of communication channels, such as phone, email, social media, and live chat.
Kicking off social media support
In this video, watch a step-by-step process to start social media customer support for your brand and manage social media customer requests from inside your help desk.
Help Center
Integrating ASAP add-on with iOS
Using ASAP Add-on, provide your customers with quick access to the ticketing system, knowledge base, user community, and Zia bot with just a click of a single icon on your website.
How to build your Knowledge Base?
Learn how to build a knowledge base which is an online self-service repository of useful information in the form of help articles, FAQs, videos, guides, instructional manuals, or e-books.
Importance of Community building
In this video, take a look at the step-by-step process on how to build a strong community for your brand. We'll share with you some tips to get your brand communities right.
Refining your KB and help articles
An omnichannel help desk software makes it easier to build and maintain your help center articles and get valuable insights to keep your knowledge base searchable and relevant.
Increase adoption of Knowledge Base
Maintaining a relevant and up-to-date knowledge management system attracts an audience to your online help center. Here are some effective ways to accomplish this.
Collaborative customer support
In this video, learn how efficient collaborative customer support enables customer service executives to quickly reach out to other teams to resolve tickets on time.
SAML SSO for Help Center with Auth0
Set up SAML single sign-on for your help center with an identity provider like Auth0 and facilitate a simple, hassle free experience for your customers.
SAML SSO for Help Center with Microsoft Azure AD
Learn how to set up SAML single sign-on for your help center with Microsoft Azure AD.
SAML SSO for Help Center with Zoho Vault
This video will help you set up SAML single sign-on for your help center with Zoho Vault.
SAML SSO for Help Center with OneLogin
Learn how to set up OneLogin as the SAML identity provider for your help center in Zoho Desk.
SAML SSO for Help Center with Okta
This video will take you through the steps involved in setting up SAML single sign-on for your help center with the identity provider Okta.
SAML SSO for Help Center with Google Workspace
Create a seamless login experience for your help center in Zoho Desk by configuring SAML single sign-on with Google Workspace.
Automation
Automating customer service process
Automate your customer service processes to avoid manual assignment of tickets, which not only reduces time and effort but also gives 24/7 service across geographical locations.
Proactive Support
With Zoho Desk, be well-equipped to automate customer support activities inside your help desk, set smart automation rules to eliminate repetitive manual tasks and serve your customers faster.
Assigning tickets automatically
Smart automations enables routing and re-routing of tickets, that is, drop ping tickets to the right agents as they flow into the Zoho Desk account.
Skill-based ticket assignment
See different skills to support agents, based on their area of specialization and automatically assign each ticket to the agents who is best-equipped to resolve it.
Streamline your support
Assigning tickets to the right support agent within a specified period is a challenge. Learn how to assign tickets better using some productivity hacks inside your help desk software.
Streamline ticket management with Blueprint
Learn about Blueprint, a simple flowchart which is dynamic, detailed and helps streamline record, and track the different activities associated with a customer service process and process milestones.
Customization
Creating a lookup field
This video provides a step-by-step guide on creating a lookup field to enable users to establish relationships between different modules for streamlined data management.
Creating custom module
This video provides a comprehensive guide on creating custom modules within Zoho, which allows users to tailor their Desk account to meet their specific business needs.
Customize the ticket ID format
Learn how to customize the ticket ID format in Zoho Desk to match your organization's needs. This video walks you through the steps to create a unique format, making it easier to track and manage customer tickets efficiently.
Customers
Associate a contact with multiple accounts
In this video, watch how the need to relate a single contact record to multiple accounts is established to efficiently track the contacts working with more than one brand.
Integrations
Integrate Zoho Desk with JIRA
Use the JIRA integration that allows your customer support and product teams to work together and help your agents to submit tickets as issues in Zoho Desk, while engineers can manage its R&D in JIRA.
Instant Messaging
Instant Messaging for your business
Instant Messaging makes easy onboarding and adoption of customer's most loved messaging channels. IM makes it easier to use the conversation platform as a pay as you use model to enhance your business and communicate instantly with your customers.
Integrate WhatsApp with Zoho Desk
Zoho is now a BSP for WhatsApp Business. Learn how to integrate WhatsApp business with our Instant Messaging module and experience the new unified approach to bring all your preferred messaging apps on a single platform.
Integrate Telegram with Zoho Desk
Learn how to integrate Telegram Messenger with our Instant Messaging module and try the new unified approach brings all your preferred messaging apps to a single platform.
Integrate Facebook Messenger with Zoho Desk
Facebook Messenger integration is one of the popular IM channels that will help customers communicate with their users via configured Facebook business pages.
Integrate Instagram channel with Zoho Desk
Instagram integration is one of the widely used IM channels that will help customers communicate with their users via configured Facebook business pages.
Integrate LINE with Zoho Desk
LINE is the fastest-growing instant messaging app in the world, bringing agents closer to their customers and end-users.
Blended Conversations by Zoho Desk
Blended Conversations is a culmination of the Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. Zoho Desk's Blended Conversations is a rhythmic camaraderie between the Human-driven and Bot-powered customer service capabilities for outstanding omni-channel support and better-informed agent interactions.
Getting started with Business Messaging
Zoho Desk's Business Messaging provides support teams with customer engagement tools to interact with every visitor at each customer journey stage. This messaging live chat facilitates responsive customer engagement, enabling you to start the right conversation immediately.
Guided Conversations
Guided Conversations in Action
Guided Conversations is a low code, easy to use self-service tool that you can build easily and make it intuitive. Take a look at this video to get a glimpse of how it works on the website as well as mobile.
Understanding GC Components
There are some essential components necessary to build a GC flow. This video will introduce you to the numerous blocks and variables, define what a path is and how you can use the GC Widget to publish Guided Conversations.
Setting up Guided Conversations
This video will guide you through the steps that needs to be followed to start creating a GC flow, adding blocks and finally publishing it in the website by creating a GC Widget as seen in the first video.
Extensions
Geolocation for Zoho Desk
Discover the fundamentals of geolocation in the first video of this series, gaining insights into its role within the Desk application and understanding its significance for enhanced user experiences.
Installing and configuring Geolocation for Zoho Desk
Dive into the practical aspects of geolocation as this video guides you through the seamless installation and configuration process of the Geolocation extension. Learn to harness its power effectively.
Tracking agents location and assigning tickets
Explore the dynamic capabilities of geolocation within the Radar application. Uncover the functional aspects that make geolocation a pivotal feature, driving the efficiency and user-centric design of the Radar app.
Zoho FSM for Zoho Desk
Facilitate streamlined communication between the field service agents and the customer support team using the Zoho FSM for Desk extension.
Data administration
Building Sandbox in Zoho Desk
Create a Sandbox account to test, evaluate, and modify the configurations before implementing them into the live account. This helps to troubleshoot problems and minimize incident occurrence.
Ticket management
Scheduled replies for tickets
Reach out to customers during their working hours for better collaboration and quicker resolution of tickets. In addition, empower agents to manage their customer support activities better by setting up auto-delivery of replies in their absence.
List view in tickets
Learn how to navigate and customize ticket list views in Zoho Desk to allow users to organize, filter, and access support tickets more efficiently.
Custom and starred views for tickets
This video demonstrates how to create and manage custom and starred views for tickets to give users a personalized way to prioritize and handle support requests.
Understanding Work modes
Explore the ticket work mode feature, which enhances productivity by offering a focused, streamlined interface for managing and resolving support tickets.
