What is Zoho Desk used for?
Zoho Desk is customer support software. It turns emails, chats, calls, social messages and web forms into tickets, assigns them to agents, tracks response times against SLAs and reports on support performance. It connects to Zoho CRM so agents see the customer history.
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Support teams use Desk to stop requests getting lost in shared inboxes and to give every customer a trackable ticket.
Typical set-up includes channels, ticket fields, assignment rules, SLAs, canned replies, a help-centre knowledge base and a customer portal.
Linked to CRM or Books, agents can see deals, invoices and past conversations in one view.
Key points
- Multi-channel tickets: email, chat, phone, social, web
- Assignment rules and SLAs
- Knowledge base and customer portal
- Reports on response and resolution time
- Link to Zoho CRM
Common questions
Do we need Desk if we use CRM?
CRM tracks sales. Desk tracks support tickets and SLAs. They work best together.
Can we migrate tickets from another tool?
Usually yes, depending on the export options of the old tool.
Sources and further reading
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Written by Flowpeak, a Zoho implementation partner. Zoho pricing and features change, so confirm current details on the official Zoho site. Free checklists | Ask us a question