Top Features You Didn't Know About in Zoho Desk

Here are some top features in Zoho Desk that you might not know about:

1. Zia AI Assistant

• Zia Zoho's AI assistant helps in providing smart suggestions for ticket responses, identifying anomalies, and predicting ticket sentiment. It can also automate repetitive tasks.

2. Multichannel Support

• Zoho Desk allows you to manage customer interactions across multiple channels including email, phone, chat, social media, and web forms, all from a single interface.

3. Customer Happiness Ratings

• This feature allows you to gauge customer satisfaction by providing happiness ratings for tickets. You can analyze these ratings to improve your service.

4. Customizable Dashboards

• Zoho Desk offers customizable dashboards that allow you to create personalized views of key metrics and performance indicators. You can drag and drop widgets to design dashboards that suit your needs.

5. Contextual AI for Agents

• The platform provides context-aware AI capabilities that help agents by suggesting the best possible solutions based on the context of the tickets they are handling.

6. Ticket Templates and Snippets

• You can create and use ticket templates for common queries, saving time and ensuring consistency. Snippets allow you to store and reuse frequently used text blocks.

7. Workflow Automation

• Zoho Desk offers robust automation features that let you create workflows to automate repetitive tasks, such as ticket assignments, notifications, and escalations.

8. Time Tracking

• The time tracking feature allows agents to log the time spent on each ticket. This helps in managing workload and ensuring accurate billing for billable support services.

9. Advanced Reporting and Analytics

• With advanced reporting and analytics, you can create custom reports, visualize data, and gain insights into your support operations to make informed decisions.

10. Community Forums

• Zoho Desk includes community forums where customers can engage with each other and find answers to their questions. This can help reduce the load on your support team.

11. SLA and Escalation Management

• You can define service level agreements (SLAs) and set up escalation rules to ensure timely responses and resolutions. This helps in maintaining high service standards.

12. Mobile App

• Zoho Desk offers a mobile app that allows agents to handle tickets on the go, ensuring continuous support availability.

13. Multi-department Setup

• If your organization has multiple departments, you can set up Zoho Desk to handle tickets separately for each department, with distinct workflows and settings.

14. Knowledge Base Integration

• Integrate your knowledge base with Zoho Desk to provide agents and customers with easy access to FAQs and articles, helping to resolve issues faster.

15. Customization and Branding

• Customize the help desk portal to match your company’s branding, including custom domains, logos, and color schemes.

These features enhance the efficiency and effectiveness of customer support operations, making Zoho Desk a powerful tool for any support team.

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