Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

Overview

This program will help you oversee all the important functions of an admin in Zoho Desk. This course offers fundamental and advanced configuration training for new Zoho Desk Admins. Learn how to set up processes, data security settings, and automation. Gain a deep understanding of the customization and integration options available to customize Zoho Desk to meet your requirements.

Who it is for:

In Zoho Desk, Admin have all the permissions to set up the process flow, enable permission for the agents, and automate functionalities for your organization. Individuals or members who are responsible for the setup, configuration, and maintenance of their organization’s Zoho Desk software should take this course.

Day One - 4 Hours

Introduction

  • Welcome to Zoho Desk
  • Benefits of Zoho Desk
  • Creating an account in Zoho Desk
  • Overview of Departments
  • Introduction to modules

Multi-Channel Support

  • Importance of channels
  • Channel limits based on edition

Emails

  • What is a "Support Email Address" and how you can create one
  • How email forwarding helps create tickets
  • What is "From Address" and how you create one
  • Need for SMTP
  • DKIM
  • Spam handling
  • Other email configurations for your account

Help Center

  • What is a Help Center?
  • What is a contact?
  • Invite your customers to access your Help Center
  • Add your users to the self-service portal
  • What is an Account?
  • Impacts of duplicate Account and Contacts
  • Provide solutions without an agent intervention
  • Organize your Articles
  • Customize your Portal
  • Labels and groups
  • Optimize your customer search using SEO
  • Track users with Page Sense and Google Analytics

Knowledge Base

  • Building thorough knowledge base articles
  • Access settings of knowledge base module
  • Organize and manage knowledge base
  • Dashboard and gallery
  • Multi-lingual

User Community

  • What is a user community and can it help your organization?
  • How to create and manage a post and a forum.
  • Preferences for your posts
  • How to moderate a post
  • Convert topics and track as tickets
  • How gamification can manage enthusiastic customers with badges and ranks

Social Brands

  • Create social connections using your own brands
  • Importing your brands from Zoho Social
  • Managing Facebook posts
  • Agent handling data from social
  • Managing tweets
  • Managing Facebook and Twitter direct messages

Voice Call Support

  • Support your customers from anywhere via telephone service
  • On-premise telephony support
  • Use the phone bridge method to integrate with other providers
  • Usage of calls in activity modules
  • Agent call management

Web Forms

  • Classification of web forms
  • Allow customers to submit queries from your website via web forms
  • Collect feedback on your content via feedback widgets

Instant Messaging for Your Business

  • Integration of popular messaging apps
  • Auto responses
  • Monitoring metrics on the dashboard

Day Two - 4 Hours

Advanced Channels

ASAP

  • Importance of ASAP
  • Cast your help center in your website or blog
  • Zia bot with ASAP
  • ASAP customizations
  • User authentication in ASAP
  • Creating tool tips and Chrome extensions
  • Guided conversation bot with ASAP

Live Chat

  • Configuration of instant chat support
  • Embed live chat on your website
  • Advanced chat settings

Guided Conversation - Self-Service Bot

  • Blocks and variables
  • Building your chat conversation flow
  • Connecting with other services - webhooks

Tickets

  • Overview of the tickets module
  • How to help your agents handle your customer queries
  • Using ticket work modes for effective customer support
  • Help agents organize their tickets using views Pick on-demand tickets from the queue
  • Managing comments and resolutions
  • Approval process
  • Difference between move, share, and split tickets
  • Manage your team via feeds and notifications
  • Follow your important customers
  • Monitor your agents via headquarters

User Preferences and Accessibilities

  • Selecting your preferred theme
  • Switch to night mode
  • Set your display layout
  • Default editor font
  • Accessibility controls

 General Settings

  • Significance of the primary contact in a company

Rebranding

  • Significance of branding Zoho Desk
  • Impacts or areas where your branding will appear
  • Customize the company logo and fav icon
  • Map your own domain
  • Significance of multi branding and its functions
  • Customize the portal name

Account Setup

  • Setting up business hours and holiday list
  • Configure customer happiness and the effects of it

Departments

  • Significance of departments
  • Structuring and configuration of departments
  • Private vs. public departments

Products

  • Need for products
  • Create and manage products
  • Association of products

Day Three - 4 Hours

Customization

Ticket status
  • What is a ticket status?
  • Types of statuses
  • Options for ticket status

Customize and Improve

  • Need for customization
  • Explanation of layouts
  • Field customization
  • Types of field and field counts
  • Options of fields
  • Managing field permissions
  • Managing sections and rearranging fields
  • Profile-based permissions
  • Module layouts
  • Multi-layouts
  • Layout cloning

Automation via fields

  • Layout rules
  • Field dependencies
  • Validation rules

Handling Modules

  • Renaming modules
  • Handling modules

Templates

  • Importance of email and ticket templates
  • How to build and restrict email templates
  • Building ticket templates
  • Use of ticket template

Time Tracking

  • Using the time tracking feature
  • Automating time tracking
  • Manual vs automatic time tracking
  • Billing for customer support

General and Personal Settings

  • Associating multiple accounts to contact
  • Agent idle time out settings
  • Managing CCs on tickets
  • Handling spam

Automation

  • Assignment rules
  • Understanding the round robin pattern
  • Configure the round robin rule
  • Tracking status from Headquarters
  • Direct assignment vs round robin Email and SMS notifications
  • Schedules and its uses Significance of SLA
  • SLA and support contracts
  • Time-based actions
  • Skills and its usage in automation

Support Pillars

  • Agents Agents and their permissions
  • Significance of anonymizing agents
  • Managing teams
  • Managing roles and profiles
  • Light agent
  • Rewarding agents using game scope
  • Handling spam

Day 4 - 4 Hours

Advanced Automation

  • Significance of workflows
  • Configuration of workflows
  • Custom action - quick automation through workflows
  • Significance of custom functions
  • Macros
  • Difference between workflows and macros
  • Phenomenon of blueprints
  • Understanding transitions and the need for request cycles
  • Configuration of blueprint

Managing Data

  • Importing and exporting data
  • Recycle data Data migration
  • Zwitch
  • Use of the bulk actions log
  • Data backup
  • Data subject requests (DSR)

Connect with Applications

  • Integrations with in-house applications
  • Integrations with Microsoft Extensions
  • External applications

Developer Console

  • Webhooks
  • Mobile SDK
  • API Connections
  • Build your own extensions

Zia

  • How Zia can help administrators
  • Understanding the pulse of the customer
  • Adding auto tags
  • Reply assistant for agents
  • Forecast your volume of data Zia translator
  • Zia custom predictor
  • Automation using Zia

Analytics

  • Monitor the statistics using overview
  • Default and static reports
  • Cross module reports
  • Cross departmental reports
  • Creating custom reports
  • Create charts for custom reports
  • Helping agents track their performances using dashboards
  • Use multiple dashboards for team statistics
  • Customer happiness analytics dashboard
  • Ticket status dashboard SLA dashboard
  • Blueprint dashboard Telephony dashboard
  • Zia dashboard
  • Creating custom dashboards and adding components
  • Schedule and send data to management
  • Radar - real time analytics on the go

Overview

This program will cover how an agent can work efficiently in Zoho Desk. You will learn how to take ownership of questions asked by your customers and manage your queue.

Who it is for:

This is for the person who will be collaborating with your customers. Any individual who wishes to contribute to their organization with effective customer support can take this course.

One Day

Ticket Handling

  • Ticket channels
  • Ticket options
  • Organizing daily tickets using views
  • Table view Custom views
  • Picking the best ticket using views
  • Team queue
  • Understanding work modes
  • Significance of statuses
  • Ticket self assignment
  • Templates for quick creation

Response options

  • Direct responses
  • Use snippets to offer solutions quickly
  • Difference between snippets and email templates
  • Suggested articles
  • Zia reply assistant
  • Formatting bar

Advanced ticket options

  • Mass actions
  • Ticket read/unread
  • Tag your tickets
  • Keep track: Use ticket following
  • Move, share tickets across departments
  • Merge tickets
  • Split and clone tickets
  • Ticket deletion
  •  Compact ibar for quick view/action
  • Quick view through ticket peek
  • Search and advanced search

Ticket views

  • Default and custom views
  • Starred and archived views
  • Agent and team queues
  • Tags view
  • Spam view: Identify malicious attacks
  • Display preferences

Working with tickets

  • Differentiate threads and comments
  • Track time spent on tickets
  • Audit log
  • Approval
  • Create and manage your activities
  • Collaborate with your team via comments
  • Ticket attachment
  • Understanding the importance of resolution
  • Handling blueprints in tickets
  • Understanding the usage of timelines
  • Activity tracker
  • Agent collision
  • Notification alerts

Collaborate

  • Track flow using headquarters
  • Team feeds: The new way to collaborate
  • Get instant notifications
  • Chat with internal users
  • Follow your customers
  • Mentioning colleagues in comments

How may I assist you?

  • Handling email tickets
  • Public and private response
  • Handling social media
  • Assisting queries via chat
  • Managing forums
  • Instant assistance using IM

User preferences: Enhance your user experience

  • Switching to night mode
  • Choosing a preferred theme
  • Font preferences
  • Accessibility controls
  • Create a signature
  • Ticket preference settings

Other Modules

  • Know your customers
  • Difference between Accounts and Contacts modules
  • Knowledge base
  • Reports and dashboards

Through online training, we aim to offer a completely personalized One-on-One training package tailored exclusively to meet the trainees' business requirements.

register now

 
Country
Verification code *

By submitting this form, you agree to the processing of personal data according to our Privacy Policy.

Thanks for registering. We'll be in touch shortly.