You can receive requests from customers through telephone, e-mail, customer portal, web form, discussion forum, twitter & facebook. These tickets are automatically converted into requests in Zoho Support. You can create Service-level Agreements and workflow rules for requests. Once you assign a request to a support representative, they can analyze and reply to it using various e-mail templates, default as well as custom templates. They can also add the solution for most commonly asked questions in a knowledge base that can be made available to both support representatives as well as customers. Refer to the figure below for more information.
This section includes step-by-step instructions for tasks that you should complete before you start receiving and replying to tickets.
To start with, Zoho Support creates a default support email address when you sign-up. This email address will be auto generated using your portal name (i.e, if you had choosen 'zillum' as your portal name, your e-mail address will be email@example.com.
You can share this e-mail address with your customers and, e-mails sent to it will be received as requests in your helpdesk.
If you already have a support email address for your business (say firstname.lastname@example.org), you can write a forwarding rule and forward emails received at that address to the support address in Zoho Support domain.
For more information, see Email Channel.
To give a personalized look to your account, Zoho Support allows you to replace the default logo with your company's logo instead. This logo will be visible to all the users within your account. You can also add details regarding your company in the support portal.
To add the details and logo of your company, follow the steps given below:
You can set the timezone, set the country and change the language that you want to use Zoho Support in. To make these settings, follow the steps given below:
Departments are the various divisions in your organization. Divisions may be based on different products, physical locations or teams. Zoho Support allows you to manage the customer support separately for each department in your company.You can do the following for each department:
To add a department, do the following:
You can create support representatives and add them to a department or you can associate an existing support representative with a new department. For more information, see Adding Support Representatives and Departments.
In Zoho Support, there are three types of users. These are as follows:
To add support representatives, follow the steps given below:
For more details, refer Manage Support Reps
Tabs represent the different modules or functions in Zoho Support. In Zoho Support there are 10 modules which can be customized as per the organization's process only by the user of Administrator profile. The option to organize tabs allows organizations to display only the relevant number of modules. You can also change the order of the modules by moving them up or down the list.
To Organize Tabs, do the following:
The Zoho Support system provides an option to rename the standard tab names according to industry-specific terminologies. For instance, the “Solutions” tab can be renamed as “Knowledgebase” in an educational institute. Users with Administrator privileges can change the tab names except for custom reports and dashboards.
To rename Tabs, do the following:
You can create custom fields for each module based on your organization requirement. To create custom fields, do the following:
To edit the default pick list values or to add new pick list values in the field of any module, do the following:
This page allows you to create dependencies between two picklist fields. You have to create two pick list fields and then select the parent and child field to be dependent. You can then map the parent field value with the respective child field value. To map dependency fields, do the following:
Automate your business processes by setting email alerts, tasks and assignment values using Work Flow Rules when certain conditions of the specified modules are met. You can set the Work Flow Rules for all the modules. Please note you can activate or deactivate a workflow rule as per your need. Refer the link below to configure your workflow settings:
Customers sometimes may not want to contact the helpdesk due to the delay in e-mail response. In such situations, customer support portal is an advantage wherein they can search for suitable resolution to their queries. If their issue is still not resolved, customers can submit their request and track the status of it directly from the online portal instead of contacting the support center.
To configure the customer self service portal, please refer the link customer portal settings.
If you (administrator) forget the password, please follow the steps given below to reset the password: